The relationship between customer satisfaction and brand loyalty in the fast food industry of United Kingdom

2013 dissertation for MSc in International Business Management. Selected by academic staff as a good example of a masters level dissertation. This research is focused on identifying the relationship between customer satisfaction and brand loyalty in the fast food industry. The researcher has considered the case study of the United Kingdom fast food industry in order to undertake this research. There are numerous studies which show that increased customer satisfaction results in improved loyalty of the customers with the brand. The customers which are satisfied with the products and services of the company are not price sensitive and they also don’t easily get attracted towards the competitor’s offerings. The satisfied customers always show significant interest in buying additional products which are offered by the organization and it also help a countless transaction in order to ensure the success of the newly launched brands of the firm in the long run. The customer satisfaction leads to brand loyalty which impacts the profitability of the organizational positively. The business firms which are successful in retaining more than 5% of its customers can easily increase their profitability by 25% to 125%. In the modern world, customer satisfaction is the most important requirements for the businesses and without satisfied and happy customers, there is no guarantee of organizational survival, therefore, it is essential for the firms to modify their business strategies in order to make their target customers happy. The most important consideration is that customer satisfaction results in brand loyalty which will create a broad impact on the overall business results for the organization. One of the major tasks nowadays for the organizations operating in the restaurant and service industries is to provide and maintain the satisfaction of their customers and ensure their brand loyalty. For this particular study, both primary and secondary data sources have been considered in order to gather the data for research analysis purpose. The primary data has been collected through the questionnaire survey method. The researcher has conducted the survey with the customers of five fast-food restaurants in order to identify the relationship between customer satisfaction and customer loyalty. The fast food restaurants which are selected by the researcher in order to gather the data from the participants include Pizza Hut, KFC, Mc Donald’s, Burger King and Dominos. The researcher has dispersed the questionnaires to the customers who were visiting the fast food restaurants for din-in and take away purposes. The information provided by the respondents of the survey has not only helped the investigator to identify the satisfaction of the customers about the products and services which are offered by the fast food restaurants but it also allows him to collect the first hand information essential to generate the study outcomes which are close to reality. The secondary data has been collected through the academic journals, books and articles which have been written on the topic of customer satisfaction and brand loyalty. The study outcome shows that significant percentages of the people living within the United Kingdom are visiting the outlets of the fast food restaurants on frequent basis. The research findings show that if the customers are satisfied with the existing brands of fast food companies then they are very less likely to get attracted towards the other brands. The main findings of the research reflect that brand loyalty generates significant benefits aimed at the firms functioning in the era of the increasing competition

Histopathological Pattern of Prostate Diseases in Yola, Nigeria: A Five‑year Review

Background: This was a five‑year retrospective study aimed at analyzing all prostate biopsies submitted to the Department of Pathology, Federal Medical Centre, Yola. It will also serve as a baseline or reference study for subsequent related research in the future. Materials and Methods: All cases registered as prostate diseases within the study period were extracted from the departmental records, comprising bench books and histology reports. The age of the patients, histological diagnosis, and specimen types or surgical procedures (core biopsy, transurethral resection of prostate, or prostatectomy) were retrieved as well. All the slides corresponding to the extracted registered prostate cases received in the department between January 2012 and December 2016 were retrieved, then reviewed  microscopically and analyzed afterward. Results: A total of 634 prostate tissues were submitted for histology during the study period. 63.6% (403) of these specimens were  prostatectomy, whereas the remaining were core biopsies. Almost all the cases (436) analyzed occurred in men 40 years and above and predominantly in the 7th and 8th decades. Nodular  hyperplasia was the most prevalent prostatic disease seen over the study period accounting for 542 cases (85.5%). The second in frequency was prostatic adenocarcinoma constituting 14% (89) of the total cases. Two cases of high‑grade prostate intraepithelial neoplasia and a case of chronic prostatic inflammation were also seen. Conclusion: This study has shown that prostate diseases are most prevalent in the 6th through 9th decades of life, with nodular  hyperplasia being the most common lesion of the prostate

Management control system package, risk culture and performance of listed Nigerian firms

This study examines the relationship between management control system (MCS) package (planning, cybernetic, administrative, cultural, and reward and compensation control) and Nigerian listed firms‘ performance as well as the moderating effect of risk culture on the relationship. This study focuses on MCS package due to the limited attention given in prior studies to the interplay of elements of control. In addition, practitioners in developing countries have failed to recognise the influence of risk culture on firm performance. This quantitative study used the cross-sectional method to collect data from 186 listed Nigerian firms via a close-ended questionnaire. The data were analysed using the Partial Least Squares-Structural Equation Modelling (PLS-SEM) method to test 19 postulated hypotheses. The resource-based view (RBV) theory is adopted as the underlying theory to explain the relationship. The results show that 12 hypotheses are supported. The findings indicate that planning control, cybernetic control and reward and compensation control have a significant positive relationship with the firm performance. Similarly, the MCS package, which comprises the five elements of control, is found to have a significantly positive relationship with firm performance and risk culture demonstrates a moderating effect on the relationship. The outcome of this study provides remarkable insights into MCS package and risk culture as they are found to have an influence on firm performance, which is of paramount importance to the success of firms. This study adds to the existing literature by applying the resource-based view theory concern with the MCS package as internal capabilities to enhance firm performance. This study also highlights the role of risk culture to enhance firm performance. Practically, the findings will benefit regulators and managers in discharging their regulatory and managerial responsibilities. Investors and other interest groups will also benefit from the study in their decisions on firm performance

Management control system and firm performance-resource based view perspective

The paper demonstrates how Management control system could be used by firms among developing countries to achieve better performance. Prior literature demonstrates how firms in developing countries are surrounded by resources but could not use them to their advantage. The idea that MCS in collaboration with tangible and intangible resources could boost a firm capability as it would make the resources imitable as such gives firm sustained capability. The paper is conceptual in nature as such requires empirical examination in order to determine the extent to which MCS in collaboration with resources at the disposal of firms could trigger better performance in developing countries. The relationship would be examined in light of resource-based view theory which found to be adequate enough to explain the relationship. The paper presupposes that Good MCS practice implementation among developing firms in collaboration with abandon resources at the disposal of companies would serve as a capability that could boost firms’ performance. The framework if empirically tested would add to the existing literature that focused mainly on contingency and agency theory in addressing firm performance thereby, neglecting the impact of firms’ potentials in achieving better performance. The adoption of good elements of management controls would enhance firms’ ability in assessing both their internal and external environment in order to tap from the abandon resources which could be used to achieve better performance

Gynaecological malignancies in Azare, North-East Nigeria: an assessment of types, stage at presentation and treatment affordability

Background: In many parts of the world, presentations for most gynecological cancers are late; this makes treatment difficult due to the cost of chemotherapy or radiotherapy which form the bedrock for cure or palliation. Objective of this study was to determine the types, stage at diagnosis, affordability of care and outcome of treatment of gynaecological cancers in Federal Medical Centre Azare, Bauchi State, Nigeria.Methods: All cases of gynaecological cancers seen over a ten-year period, from 1st January, 2003 to 31st December, 2012 were reviewed retrospectively. The number of all gynaecological cases seen during the period was also extracted.Results: Gynaecological cancer cases accounted for 11.84 % of 8,642 gynaecological cases seen during the period of study.  The mean age and parity of the women were 42±5 SD years and 5±1 SD respectively. Cervical cancer accounted for 55 %, ovarian cancer 30%, endometrial cancer 6%, choriocarcinoma 5%, secondaries/ cancers of undetermined origin were 4%.  Ninety-two percent presented with advanced stage of diseases. Only 25.3% could afford the cost of full treatment, and 8.4% attained cure of their disease. The modalities of treatment available were surgery and chemotherapy.Conclusions: Cervical and Ovarian Cancers remain the leading types of gynaecological cancers in our environment and late presentations are frequent occurrence. Late presentation and unaffordability of treatments are major challenges associated with the management of these patients. Early presentation and funding mechanisms for gynaecological cancers are keys to improved cure rate and reduced mortality

West African kenaf (Hibiscus Cannabinus L.) natural fiber composite for application in automotive industry

The study of the kenaf core fiber – polymer composites was done by preparing a kenaf/polymer composite using polypropylene (PP) polymer matrix and Scona TPPP 9012 GA as coupling agent with Nigerian grown Kenaf natural fiber through hot pressing. The objective was to characterize the stability and bond strength of the polymer/fiber interface through morphological analysis by using Scanning Electron Microscopy (SEM) as well as the characterization of thermal and mechanical properties of the composite. The result obtained shows an increment in tensile strength as a percentage of kenaf fiber increased to 30%, this trend continuous surprisingly, even at 50% kenaf fiber loading, which goes against the result obtained in previous literature. Thus, signifying the positive influence of Scona TPPP 9012 GA coupling agent. However, further analysis indicated that 40% kenaf fiber loading has a better chance to be considered suitable for use in automotive structure

Interest Rate and Inflation Nexus: ARDL Bound Test Approach

The paperestimates the impact of interest rate on inflation in Nigeria. The study makes used of Autoregressive Distributed Lag model (ARDL) on time series Data, for the period 1970-2016. The data set on inflation, money supply, interest rate, GDP per capita and exchange rate were tested for stationary using ADF, PP and KPS tests and established stationarity at I (1) for all the variables. ARDL testresults reveal that interest rate is inflationary in both the short-run and long-run as it positively and significantly influencing inflation in the two periods which is in conformity with the arguments of the fiscal policy supporters but contradict the arguments of the monetary policy supporters. The findings of the study imply that interest rate in Nigeria is inflationary. Meaning that increase in the rate of interest rate will lead to an increase inflation rate. Therefore, the research study conclude that interest rates should be adjusted with caution, and also implies that fiscal policy measure will be very effective in converting inflation in the country. Keywords:ARDL Bound Test, Interest Rate, Inflation, Exchange Rate, Fiscal Policy, Monetary Policy. DOI: 10.7176/JESD/10-20-07 Publication date:October 31st 201

Exploring entrepreneurial orientation – Performance relationships in the banking sector

Over the past three decades, the nature and various impacts of the entrepreneurial orientation (EO) within small and medium businesses have been discussed among scholars and practising managers. However, less effort has been made to investigate the impacts of EO within established firms such as the banking sector. This literature gap can limit the application of the most published findings on EO –performance relationships across firms and industries. The aim of this research was to examine how EO manifest in the Nigerian banking sector in relations to bank performance. Purposive sampling was used to collect data from the bank managers, 315 participants were used for the final analysis with the aid of SmartPLS 3.2.8 statistical software. The result shows that Proactiveness, Innovativeness and Competitive aggressiveness are significantly related to the performance of banks in Nigeria, whereas Risk-taking and Autonomy dimensions were insignificant. Individually, the result indicates that proactiveness is the most important EO dimension in the Nigeria banking sector, then followed by innovativeness and competitive aggressiveness. Reasons for this finding could be due to the nature of the industry in terms of regulations, customer sophistication and competitive intensity. Our findings hence, confirms recent assertions that EO dimensions are independent of each other, they may occur in different combinations depending on the context which EO is applied. That is the most suitable EO conceptualisation can include features that are deemed 'desirable or essential’ (Gupta & Dutta, 2018: 167), to performance in a given culture and specific industries (Wales, 2020). In light of these findings, this study recommends bank’s managers to pay attention to EO construct in terms of proactiveness, innovativeness and competitive aggressiveness to improve performance. Thereby, addressing the issues of competitive intensity, customer sophistication and changing regulation. This study brings new insights to the ongoing discussions on EO – performance relationships

The Mediating Effect between Some Determinants of SME Performance in Nigeria

The purpose of this study is to examine the relationship of owner/manager knowledge, competitive intensity, complexity of marketing, technical competence, firm size with the mediation of advisory services on the performance of Nigerian SMEs. The study employed structured questionnaire survey involving a sample of 278 manufacturing SMEs operating in Kano State, a total of 198 valid questionnaires were completed and returned representing 71 percent response rate. Evidence suggests that there is significant relationship between owner/manager knowledge, complexity of marketing decision and technical competence and advisory services. In contrast, the result found no significant relationship between firm size and advisory services. Similarly, the result found that owner/manager knowledge, complexity of marketing decision, technical competence and advisory services have significant relationship with performance. The result also indicates that, there is no significant relationship between firm size performance and technical competence and Performance. We also found that advisory service mediates the relationship between owner manager knowledge and the complexity of marketing decision. The findings of this study will benefit owner/managers of SMEs, regulatory agencies, accounting firms, government at all levels and will also serve as frame of reference to future studies

Diverse sustainable materials for the treatment of petroleum sludge and remediation of contaminated sites : a review

Activities in the petroleum industry unavoidably generates huge amount of petroleum sludge that contain hazardous constituents. Numerous treatment techniques are proven to reduce toxicity, sludge volume, and extract petroleum products. Their efficiency is determined by the sludge properties. These treatment technologies can lessen the hazardous elements in sludge and alleviate their negative environmental and human health impacts. However, only a few, can strike a compromise between meeting strict environmental regulations and consuming notable quantity of water, energy, and chemicals. Now, there are no waste-free and cost-effective technologies available for petroleum sludge treatment. Therefore, this review was designed to highlight the several waste, plants, and other materials that have been utilized during petroleum sludge or petroleum contaminated site treatment for resource recovery and to ensure environmental safety. The application of various additives to remediate petroleum sludge contaminated areas has been proven to be a practical and environmentally beneficial alternative. The review found that reusing remediated soils for bioremediation activity on soil contaminated with oil sludge was efficient. The review further revealed that phytoremediation by sowing plants in the soil can remarkably boost microorganism's growth and TPH elimination rate. Also, in planted treatments using Zea mays L., Secale cereale L., Festuca arundinacea, Onobrychis viciifolia, Vertiver zizanioide, Cajanus cajan, Medicago sativa, Lolium perenne, Ttrifolium pratense etc. the most probable number were significantly higher than in unplanted treatments. It was also discovered that there is a commercial potential for the use of plants as sources of biosurfactant for use in accelerated TPHs degradation. Biosurfactant supplementation in the phytoremediation of metals and petroleum hydrocarbons co-contaminated soil was effective. The review suggests the use of composite materials for petroleum sludge treatment