College of Management and Social Sciences

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Subject: search.filters.subject.Customer Satisfaction

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    Financial Re-Engineering and Customer Performance of Poultry Business in Nigeria
    (International Journal of Economics and Financial Issues, 2024) Alawode, Olufemi Peter; Nwobodo, Helen; Ogunfowora, Afolake; Olubunmi, Alao; Onyeka-Iheme, Chimeruo Victory
    The poultry business is the largest private sector employer and contributes 25% to Nigeria’s agricultural gross domestic product. The process of capturing poultry business performance using the balanced scorecard performance pillar of customer performance had not been completely integrated in prior research. Therefore, this study looked at how financial re-engineering affected the customer performance of the chicken industry in Nigeria using proxies for business strategy, business processes and systems, business technology, organizational structure, and organizational culture. The study adopted survey research design. The population of the study were 4324 active farmers and support services of the key poultry business stakeholders in the six geo-political zones of Nigeria. The sample size of 450 was determined using Taro Yamane sample size formula. Strata random sampling technique were used to select the respondents from the geo-political zones. A structured and valid questionnaire, using 5 level Likert-scale, were administered to the respondents with a response rate of 84%. The Cronbach’s alpha reliability coefficients for the constructs ranged from 0.87 to 0.95. Descriptive and inferential (multiple regression) analysis were used to analyse the data at 5% level of significance. The findings revealed that all financial re-engineering exerted significance effect on customer performance (Adj.R2 = 0.520 F(5,379) = 82.950, P < 0.05). The study concluded that financial re-engineering has significant effect on customer performance of poultry business in Nigeria and recommended that poultry business owners and management in Nigeria should integrate financial re-engineering into their processes in order to optimize production and attract premium customers with attendant total performance expectations
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    EFFECT OF TOTAL QUALITY MANAGEMENT ON CUSTOMER SATISFACTION. A STUDY OF COCA-COLA PLC, LAGOS STATE
    (Covenant University Ota, 2025-03) BABALOLA OMONIYI SAMUEL; Covenant University Thesis
    This study investigates the impact of Total Quality Management (TQM) on customer satisfaction within the Nigerian soft drink production sector, focusing on Coca-Cola Plc in Lagos State. The research assesses how TQM practices influence product quality consistency, customer perceptions of value for money, employee performance, and overall organizational success. Using a descriptive research design, quantitative data were collected through surveys from employees, consumers, suppliers, and distributors. Findings reveal that continuous improvement initiatives significantly enhance product quality and consistency, leading to higher customer satisfaction. TQM practices positively influence pricing strategies and production efficiency, improving customer perceptions of value for money. The study also highlights the critical role of employee training and development in enhancing customer service interactions, correlating with increased satisfaction levels. Additionally, the research underscores the importance of a customer-centric culture and the strategic use of technology and innovation in fostering long-term customer loyalty and organizational success. Despite limitations such as the geographical focus on Lagos State alone and reliance on self-reported data, the study provides robust evidence supporting the effectiveness of TQM in the Nigerian soft drink industry. The research offers actionable recommendations for industry practitioners, including strengthening continuous improvement processes, enhancing employee training, improving customer feedback mechanisms, fostering supplier and distributor collaboration, leveraging technology, and promoting a customer-centric culture. The study concludes that adopting and continuously refining TQM practices can significantly enhance customer satisfaction and provide a competitive advantage in the Nigerian soft drink production sector.