College of Management and Social Sciences

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Total Quality Management and Organisational Resilience: A Conceptual Focus on the Nigerian Food and Beverage Sector
(Covenant Journal of Entrepreneurship (CJoE) VoL 9 No2, 2025-08) Ufua, Daniel E.; Babalola, Omoniyi S.; Falola, Hezekiah O.; Kehinde, Segun; Pilo, Mikemina
This study explored the impact of Total Quality Management (TQM) on organisational resilience. The study took on a conceptual approach, relying on the trend of findings and ideas from extant literature to understand the current practices of TQM in the Nigerian food and beverage sector. The study developed a suggested model for further improvement on current practices ofTQM implementation in the Nigerian food and beverage sector. This had factors including the emphasises on collaboration for the creative development of TQM approaches that meet the stakeholders' expectations. Others included the need for adequate legal system support to business relationships and obligations with partners and the relevance of human resource management development to address the fickle nature of stakeholders' expectations. This was coupled with the need for operational process evaluation to re-examine an operational process's potency to identify improvement areas and further development of their operations. The study concluded that the TQM organisation and its stakeholders to embrace the connectivity required for effective creativity and innovation needed to support. the implementation of TQM. This has the potential to facilitate the hedge and create respite to address identified challenges to the implementation ofTQM in the Nigerian food and beverage sector. Part of the recommendation was to adopt an empirical approach to explore the topic further and develop new findings to contribute to TQM development in the Nigerian context.
Re-evaluating the Impact of Product Quality Consistency on Customer Satisfaction: Insights from Coca-Cola, Nigeria
(Covenant Journal of Business and Social Science Vol. 15, No. 2, 2024-12) Ufua, Daniel E.; Babalola, 0moniyi, S.; Falola, Hezekiah O.; Gudeta, Konjit Hailu
The effect of product quality consistency on customer satisfaction at Coca-Cola Nigeria, which focuses on its Lagos State operations, was investigated in this study. In a highly competitive market, customer satisfaction is influenced by various factors, including product quality, pricing, and brand image. Despite Coca-Cola's established reputation, understanding the direct impact of product quality consistency on customer satisfaction and loyalty in the Nigerian context still needs to be explored. This study addresses this gap by examining how product quality consistency shapes customer experiences and satisfaction. The research employs a descriptive approach, utilising a survey of 271 Coca-Cola consumers in Lagos State. Data were analysed using structural equation modelling to assess the relationship between product quality consistency and customer satisfaction across three key dimensions: perceived quality, accessibility, and feedback. The results indicate strong positive relationships, with path coefficients of 0.399 (p < 0.000) for accessibility, 0.394 (p < 0.000) for feedback, and 0.331 (p < 0.000) for perceived quality. These findings underscore the importance of consistent product quality in enhancing customer satisfaction. The study recommends that Coca-Cola Nigeria prioritise maintaining high standards of product quality while also considering other factors, such as pricing and brand image, to boost customer loyalty. Limitations include the focus on Lagos State, and future research could explore similar relationships in other regions of Nigeria. This study contributes to the existing literature on quality consistency and customer satisfaction, providing actionable insights for companies seeking to improve their competitive edge through customer-centric strategies.
Re-evaluating the Impact of Product Quality Consistency on Customer Satisfaction: Insights from Coca-Cola, Nigeria
(Coveanant Journal of Business and Social Sciences (CJBSS) Vol. 15, No. 2, 2024-12) Ufua, Daniel E.; Babalola, 0moniyi, S.; Falola, Hezekiah O.; Gudeta, Konjit Hailu
The effect of product quality consistency on customer satisfaction at Coca-Cola Nigeria, which focuses on its Lagos State operations, was investigated in this study. In a highly competitive market, customer satisfaction is influenced by various factors, including product quality, pricing, and brand image. Despite Coca-Cola's established reputation, understanding the direct impact of product quality consistency on customer satisfaction and loyalty in the Nigerian context still needs to be explored. This study addresses this gap by examining how product quality consistency shapes customer experiences and satisfaction. The research employs a descriptive approach, utilising a survey of 271 Coca-Cola consumers in Lagos State. Data were analysed using structural equation modelling to assess the relationship between product quality consistency and customer satisfaction across three key dimensions: perceived quality, accessibility, and feedback. The results indicate strong positive relationships, with path coefficients of 0.399 (p < 0.000) for accessibility, 0.394 (p < 0.000) for feedback, and 0.331 (p < 0.000) for perceived quality. These findings underscore the importance of consistent product quality in enhancing customer satisfaction. The study recommends that Coca-Cola Nigeria prioritise maintaining high standards of product quality while also considering other factors, such as pricing and brand image, to boost customer loyalty. Limitations include the focus on Lagos State, and future research could explore similar relationships in other regions of Nigeria. This study contributes to the existing literature on quality consistency and customer satisfaction, providing actionable insights for companies seeking to improve their competitive edge through customer-centric strategies.

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