Product innovation and customer satisfaction in Nigeria brewery industry: a study of customers of star lager beer by Nigerian breweries plc. In southeast, Nigeria

Abstract The global market today has become so diversified that consumers have more interests in new things, because their needs and tastes are constantly changing. These changes in their consumption pattern therefore, calls for firms to adapt the use of innovation, as possible and significant way to satisfy their consumers. This study examined product innovation and customer satisfaction in Nigeria brewery industry: a study of customers of star lager beer by Nigerian Breweries Plc. in South-East, Nigeria. The objectives were to examine the relationship between: product quality and repurchase intention, product packaging and repurchase intention, brand name and repurchase intention, product quality and customer loyalty, product packaging and customer loyalty and name and customer loyalty. The study adopted survey research design and customers of NB Plc in South-East Nigeria represent the population. 280 valid responses were obtained from customers of NB through a survey questionnaire. The research adopted descriptive statistics and was used to present data generated from respondents. Hypotheses one, two, three and four were tested with Pearson’s Product Moment Correlation Coefficient while hypothesis five and six were tested with multiple regression through the use of SPSS. The findings revealed that there are significant relationship between product quality and repurchase intention among the consumers of brewery products in Nigeria, and product packaging and repurchase intention, there is no significant relationship between product brand name and repurchase intention, there significant relationship between product quality and customer loyalty among brewery product consumers in Nigeria, there is no significant relationship between product packaging and customers’ loyalty among brewery product consumers in Nigeria, and there is also a negative significant relationship between product brand name and customer loyalty among brewery product consumers in Nigeria, the implications of these two results are that product packaging only and brand name cannot guarantee customer loyalty except if the product has the quality that can give the customers maximum satisfaction since satisfaction is the ultimate goal of every customer. The study recommended to NB Plc to increase their customer satisfaction by improving on their products in the areas of product quality. This study has implications for the update of product innovation and formulation of customer satisfaction policy in Nigeria brewery industry and other emerging economies with similar business and economic history. The limitation of this research is that it was carried out only in South-East Nigeria, therefore further research should be carried out in the whole of Nigeria. Keywords: Product quality; product packaging; brand name; repurchase1 intention; customer loyalt

Determinants of customer satisfaction in a high-contact service environment: a study of selected hotels in Abakaliki metropolis, Nigeria

This article explores the factors that lead to customer satisfaction, with a particular interest in the hospitality industry of Abakaliki, Ebonyi State, Nigeria.  In a high-contact service industry such as hospitality, service providers and customers usually have an intimate and direct interaction for a considerable  time duration and, as such, sales to and retention of customers is based on the richness or otherwise of such interactions. With this in mind, this study  specifically seeks to find out if customer satisfaction in the hospitality industry (especially hotels) is determined by staff service quality, room quality, value  and security. Hypotheses were formulated vis-à-vis a theoretical background and conceptual models. Survey data generated from 317 consumers  of hotel services in Abakaliki were used as the research database. In analysing the data used for the study, the researchers made use of factor analysis  and multiple regression analysis techniques. It was discovered that all the determinants of customer satisfaction under study have an effect on customer  satisfaction.&nbsp

Commitment in the workplace Commitment in the workplace The impact of income and age on employee commitment in Nigerian banking sector

Abstract Purpose -The purpose of this paper is to extend previous research on employee commitment to their organisation within the Nigerian banking sector. This paper aims to use income and age as variables in assessing employee commitment to their organisations in Nigeria. Design/methodology/approach -A quantitative approach was employed in data collection, using a 28-item, seven-point Likert scaled questionnaire administered to 200 participants with a 42 per cent usable response rate. A factor analysis resulted in three components of commitment. Findings -The results from the analysis indicate that employees with high income represent the same group of employees within the age groups 31-35 with low commitment to their organisation. Originality/value -This paper demonstrates that the relationships between age, income and commitment might be explained by reference to cultural factors which might have stronger influence on employee expression of commitment to their organisations

A Model of Affective Commitment in Small and Medium Enterprise Relationship to Retail Banks in Nigeria

Purpose: This study aims to investigate a model of affective commitment within the context of SMEs relationship to retails banks in Nigeria. Specifically, this study investigates the drivers and consequences of SMEs affective commitment and the moderating effect of relationship length. Design/methodology/approach Firstly, face validity to ensure clarity and non-ambiguous statements for the respondents. Secondly is the content validity, using Exploratory Factor Analysis, Principal Component Analysis using varimax rotation for factor loadings and structure, whilst cronbach`s alpha for construct reliability. Furthermore, confirmatory factor analysis will be employed to test for measurement model goodness of fit. Lastly, to test the research hypotheses, structural equation modelling will be employed. Findings To start with, this study will provide relevant construct measurements scales in Nigeria. Next, the research will indicate the impact of satisfaction and trust on SMEs affective commitment. Further indicating the impact of affective commitment on loyalty dimensions (repurchase intention and advocacy) as moderated by relationship length. Originality/value This study contributes to the validation of affective commitment modelled in Nigeria. Also, the research aims to empirically establish the significant drivers and consequences of affective commitment model. This client segment (SMEs) and context has not been empirically investigated before in the relationship commitment literature