VALUE CREATION AND CUSTOMER SATISFACTION OF QUICK SERVICE RESTAURANTS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 9 (1) ◽  
pp. 79-95
Author(s):  
Asikhia U. ◽  
◽  
Magaji N. ◽  
Fidelis N. ◽  
Adeniranye F. ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Value Creation ◽  
Customer Value ◽  
Customer Relationship ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Lagos State ◽  
Eating Out ◽  
Quick Service

The Quick Service Restaurant (QSR) industry is one of the key contributors to the Nigerian economy; providing substantial revenues to government and sizable employment opportunities at the processing and retailing levels. Previous studies in Nigeria investigated customer value from the customer’s perspective but rarely has research sought to achieve both QSRs’ owners/managers and customers’ perspectives in a single study. Despite the increasing popularity of “eating out,” Quick Service Restaurants in Nigeria have shown a negative growth rate, with decline in total income, as it has become increasingly difficult to satisfy modern restaurant customers who seek unique experiences that are more than just consuming food. Hence, this study investigated the effect of value creation on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. Cross-sectional survey research design was adopted. The population of the study was 799 owners/managers, accountants and customers of Quick Service Restaurants in Lagos State, Nigeria. A well-structured and validated questionnaire was used for data collection. Cronbach’s Alpha reliability coefficients for the constructs ranged from 0.72 to 0.92.The response rate was 75.8 percent. Data were analysed using descriptive and inferential statistics. Findings revealed that value creation dimensions had no significant effect on customer satisfaction (Adj. R2 = -0.011; F(6,296) = 0.450, p<0.05).The study concluded that value creation had no significant effect on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. The study recommends that owners / managers of Quick Service Restaurants (QSRs) in Lagos State, Nigeria should go beyond transactional operations and develop customer relationship management programmes in order to enhance customer satisfaction.

VALUE CREATION AND PROFITABILITY OF QUICK SERVICE RESTAURANTS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 11 (1) ◽  
pp. 62-76
Author(s):  
Adeniranye F. ◽  
◽  
Asikhia U. ◽  
Magaji N. ◽  
Fidelis N. ◽  
...  
Keyword(s):  
Value Creation ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Key Stakeholders ◽  
Lagos State ◽  
Alpha Reliability ◽  
Eating Out ◽  
Quick Service ◽  
Negative Growth

The Quick Service Restaurant (QSR) industry makes a significant contribution to the Nigerian economy; providing substantial revenues to government and sizable employment opportunities at the processing and retailing levels. Previous studies in Nigeria scarcely investigated organisational value creation impact on firm performance particularly in the QSR industry. Despite the increasing popularity of “eating out,” Quick Service Restaurants in Nigeria have shown a negative growth rate, with decline in total income, as it has become increasingly difficult to satisfy modern restaurant customers who seek unique experiences that are more than just consuming food. Hence, this study investigated the effect of value creation on profitability of Quick Service Restaurants in Lagos State, Nigeria. Cross-sectional survey research design was adopted. The total population was 414 owners/managers, accountants of Quick Service Restaurants in Lagos State, Nigeria. A well-structured and validated questionnaire was used for data collection. Cronbach’s Alpha reliability coefficients for the constructs ranged from 0.72 to 0.92. The response rate was 73.2 percent. Data were analysed using descriptive and inferential statistics. Findings revealed that value creation dimensions had significant effect on profitability(Adj. R2 = 0. 395; F(6,296) = 33.801, p< 0.05).The study concluded that value creation had significant effect on profitability of Quick Service Restaurants in Lagos State, Nigeria. The study recommends that Quick Service Restaurants (QSRs) in Lagos State, Nigeria should continue to deploy their resources effectively and efficiently, identify and satisfy the interests of their key stakeholders in order to enhance profitability.

scholarly journals Competitive Aggressiveness and Market Share of Selected Small and Medium Scale Enterprises in Lagos State Nigeria

2020 ◽  
pp. 576-585
Author(s):  
Dr. Kabuoh Margret N. ◽  
Iwuchukwu Roseline C. ◽  
Dr. Onyia Valerie A. ◽  
Dr. Akintaro Abel A.
Keyword(s):  
Market Share ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Medium Scale ◽  
Validated Questionnaire ◽  
Lagos State ◽  
Alpha Reliability ◽  
Regulatory Bodies ◽  
Competitive Aggressiveness ◽  
Operational Activities

The performance of small and medium scale enterprises (SMEs) plays a key role in the growth and development of any economy. Competitive Aggressiveness (CA) has been identified as instrumental to enhancing the control of sizable market share. However, lack of adoption of this important tool has been a challenge for these SMEs leading to decline in performances. The study hence, examined the effect of competitive aggressiveness on the market share of SMEs in Lagos, Nigeria. The study adopted cross-sectional survey research design. The population comprised 8,396 owner/managers of SMEs. The Research Advisors table was used to determine a sample size of 481. A validated questionnaire was administered to 481 respondents for data collection purpose but 430 came back correctly and were used for the study. The Cronbach’s alpha reliability coefficients of the constructs ranged from 0.71 to 0.84. The response rate was 89%. Data were analyzed using descriptive and inferential statistics. Findings revealed that Competitive aggressiveness does not have a significant effect on the market share of selected small and medium scale enterprises in Lagos state (β = 0.009, R = 0.015 R2, = 0.000, F(1, 428) = 0.100, p >0.05). The study concluded that Competitive aggressiveness does not have a significant effect on market share of small and medium scale enterprises in Lagos State, Nigeria. The study recommended that firms should intensify aggressive competitive effort by working smart, carrying employees along, effective bench marketing, and proper monitoring of operational activities by regulatory bodies. These activities if well executed will increase level of market share of the SMEs in Lagos State, Nigeria.

scholarly journals EFFECT OF ETHICAL CODES ON CUSTOMER SERVICE DELIVERY OF SELECTED QUOTED DEPOSIT MONEY BANKS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 9 (04) ◽  
pp. 372-377
Author(s):  
Asikhia O.U. ◽  
◽  
Awojobi O.D. ◽  
Akinlabi H.B. ◽  
Makinde G.O. ◽  
...  
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Code Of Ethics ◽  
Sampling Technique ◽  
Study Data ◽  
Ethical Code ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Lagos State

This study examined the effect of ethicalcodes on customer service delivery of selected quoted deposit money banks in Lagos state, Nigeria. Cross-sectional survey research design was adopted in the study. The population was 38,003 staff and 17,780 corporate customers of eight selected deposit money banks in Lagos State, Nigeria. A sample size of 494 for banks staff and 494 customers were determined using Cochrans formula. Stratified proportionate sampling technique was adopted in the study. Data were collected using a structured and validated questionnaire. Cronbachs Alpha coefficients for ethical code was 0.759 and for customer service delivery 0.762. The response rate for bank staff and corporate customer were 88% and 89% respectively. Data collected were analyzed using descriptive and inferential (linear regression) statistics. The finding revealed that ethical code had no significant effect on customer service delivery of selected quoted deposit money banks in Lagos state, Nigeria (β = 0.031, t = 0.462, p>0.05). It was recommended that Chartered Institute ofBankers of Nigeria should re-awake and promote Professional Code of Ethics in the Nigerian Banking Industry.

scholarly journals CONSUMER SHOPPING BEHAVIOUR AFFECTORS AND PATRONAGE OF SELECTED ONLINE STUDENT’S BUYERS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 8 (1) ◽  
pp. 76-85
Author(s):  
Ulaikere Aihumenki – Okhai ◽  
◽  
Ajike O. ◽  
Herbertson E. ◽  
◽  
...  
Keyword(s):  
Social Factors ◽  
Psychological Factors ◽  
Personal Factors ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Online Student ◽  
Shopping Behaviour ◽  
Validated Questionnaire ◽  
Lagos State ◽  
Online Stores

The invention of the internet has created a new pattern in the traditional way of shopping. Online shopping is ideal for many people with disabilities and people with hectic schedules, shrinks the distance between producers and consumers. However, the patronage level of online student-buyers has affected by numerous risks leading to a decline in frequency of purchase, customer satisfaction, customer retention, and service quality and customer loyalty. Hence, this study examined the effect of consumer shopping behaviour affectors on the patronage of selected online student-buyers in Lagos state, Nigeria. Cross-sectional survey research design was adopted. The population was 69, 951 online student-buyers. A sample size of 1,177 was determined using Cochran formula. Multistage sampling was adopted. A validated questionnaire was used. Cronbach’s alpha reliability coefficients for the constructs ranged from 0.758 to 0.882. The response rate was 86.2%. Data were analyzed using descriptive and inferential statistics. Findings revealed that consumer shopping behaviour affectors (social factors, personal factors, and customer perceived value, psychological factors and product perception) had a significant effect on frequency of purchase. The study recommends that the management of online stores should improve on consumer shopping behaviour affectors such as social factors and psychological factors that directly affect online student-buyers’ patronage level.

scholarly journals Linking Interactive and Supportive Service Innovation with Customer Satisfaction Through Customer Value Creation

2018 ◽  
Vol 10 (4) ◽  
pp. 108
Author(s):  
Bandar Khalaf Alharthey
Keyword(s):  
Customer Satisfaction ◽  
Value Creation ◽  
Customer Value ◽  
Geographical Area ◽  
Service Innovation ◽  
Customer Participation ◽  
Primary Data ◽  
Small Scale ◽  
Cross Sectional ◽  
The Impact

The main purpose of this study is to investigate the impact of service innovation (interactive and supportive) on customer satisfaction and mediating role of customer value creation. Cross sectional study is conducted in non-contrived setting and primary data is collected from the mobile users. Hypotheses are tested with a sample of 275 respondents and mediation whereas model fit is done using Smart PLS3. Results indicate that customer value creation significantly mediates the relationship between service innovation and customer satisfaction. The research is conducted on small scale and data has been collected from small geographical location (Riyadh/ Jeddah). The research would be more robust if it is conducted in other geographical area and variable (i.e. value co-creation) would be studied as mediator and customer participation as moderator. This research high lights the customer satisfaction process through value creation.

scholarly journals Knowledge, attitude, and practices (KAPs) of Community pharmacists regarding COVID-19: A cross-sectional survey in two provinces of Pakistan

2021 ◽  
pp. 1-23
Author(s):  
Khayal Muhammad ◽  
Muhammad Saqlain ◽  
Gul Muhammad ◽  
Ataullah Hamdard ◽  
Muhammad Naveed ◽  
...  
Keyword(s):  
Online Survey ◽  
Good Practice ◽  
Community Pharmacists ◽  
Vital Role ◽  
Good Knowledge ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Knowledge Age ◽  
Good Attitude

Abstract The coronavirus disease 2019 (COVID-19) is a global pandemic having no therapy and pharmacists being a part of the healthcare system had a vital role in the management of COVID-19. The purpose of this study is to assess the knowledge, attitude, and practices (KAPs) of community pharmacists (CPs) regarding COVID-19. An online survey was conducted among 393 CPs in two provinces of Pakistan during the lockdown period. A validated questionnaire (Cronbach alpha, 0.745) was used for data collection. All statistical analysis was analyzed by using SPSS version 21. Among 393 participants, 71.5% (n=281) had good knowledge, 44% (n=175) positive attitude and 57.3% (n=225) had good practice regarding COVID-19. Social media (45.29%, n=178) was reported as the main source to seek information of COVID-19. Good knowledge, age ≥ 26 years and Ph.D. degree level were the substantial determinants (p= <0.05) of a good attitude. Similarly, community pharmacist who had an experience of >5 years, hold a Ph.D. degree, good knowledge and good attitude had higher odds of good practice as compared to reference categories (p= <0.05). In short, majority of CPs had good knowledge, but had a poor attitude and practice towards the COVID-19. Standard-structured educational and counselling programs for CPs regarding COVID-19 are needed for effective management.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON

2017 ◽  
Vol 18 (3) ◽  
pp. 42-69 ◽  
Author(s):  
GISELA DEMO ◽  
ELUIZA ALBERTO DE MORAIS WATANABE ◽  
DANIELLE CHRISTINE VASCONCELOS CHAUVET ◽  
KÉSIA ROZZETT
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
External Validity ◽  
Cultural Context ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Measurement Instruments ◽  
Cross Sectional Survey ◽  
Cross Sectional

ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

scholarly journals Knowledge, attitude, and practice on COVID-19 among undergraduate students of B. P. Koirala Institute of Health Sciences, Dharan, Nepal: An online cross-sectional survey

2021 ◽  
Vol 8 (1) ◽  
pp. 15-22
Author(s):  
KR Pandey ◽  
DR Panday ◽  
P Pyakurel ◽  
S Marahatta ◽  
SP Rimal ◽  
...  
Keyword(s):  
Nursing Students ◽  
Undergraduate Students ◽  
Human Life ◽  
Statistical Significance ◽  
Medical Institute ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Health Crisis ◽  
Female Ratio ◽  
Validated Questionnaire

Background: COVID-19, a global health crisis of the 21st century, has threatened possibly every aspect of human life. Since the pandemic is not yet over, this study was carried out among undergraduate students of a medical institute in Nepal to assess and boost their KAP status on the disease. Material and methods: It was an online cross-sectional census survey performed among consenting undergraduate healthcare students of BPKIHS. A self-made and validated questionnaire assessing KAP on COVID-19 was prepared in Google form and distributed online among target students. The study population was 745. Both descriptive and inferential analysis of the data was performed. Student’s T-Test and one-way ANOVA were applied for which level of statistical significance was kept at p<0.05. Results: Ninety-six students participated in a pilot-study (Cronbach α= 0.792). The response rate was 76.27%. Most participants (76.76%) were from Nepal.  The male/female ratio was 0.76. Most (59.2%) had not participated in such studies before. For 93.54%, the source of information was the internet. Assessed by questionnaire, right Knowledge (n=16) was 85.06% ± 8.81%; right Attitude (n=6) was 65.00% ± 16.16 and right Practice (n=6) was 82.88%± 8.50%. Male were more knowledgeable about the disease (p=0.011). However, females secured higher in practical aspects (p=0.000). Indian students possessed better knowledge (p=0.005) and a better attitude (p=0.033). MBBS students had better knowledge (p=0.000), but Nursing students secured higher in Practice (p=0.012). Attitude is better in the earlier years (p=0.045). Conclusion: We assessed KAP related to COVID-19 via score among healthcare undergraduate students. Different co-factors do impact students’ overall KAP status.

scholarly journals STRATEGIC RESPONSE CAPABILITY AND FIRM COMPETITIVENESS: HOW OMOLUABI LEADERSHIP MAKES A DIFFERENCE

2020 ◽  
Vol 10 (4) ◽  
pp. 23-37
Author(s):  
Abiodun Babatunde Onamusi ◽  
Keyword(s):  
Regression Analysis ◽  
Survey Design ◽  
Hierarchical Regression ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Hierarchical Regression Analysis ◽  
Strategic Response ◽  
Lagos State ◽  
Interaction Term ◽  
Response Capability

This study assessed the effect of strategic response capability on firm competitiveness of selected paint manufacturers in Lagos State, Nigeria, more so, it ascertained the moderating effect of Omoluabi leadership on the interaction between strategic response capability and firm competitiveness. The study adopted a cross-sectional survey design and a sample of 343 employees of eighteen selected paint manufacturers in Lagos State, Nigeria. A hierarchical regression analysis to test three-way interaction hypotheses was conducted. The results showed that strategic response capability had a positive and significant effect on firm competitiveness (R2 = 0.46.3, F (1,341) 294.165, p= .000). Further analysis showed that the interaction term of strategic response capability and Omoluabi leadership explained the increase in firms’ competitiveness (ΔR2 =0.039, p=0.000) with the introduction of Omoluabi leadership as a moderator. The study through its findings established that strategic response capability enhances firm competitiveness through the deployment of Omoluabi leadership. Hence, this study recommends that firms should strengthen their strategic response capability and encourages leadership to imbibe the philosophy of Omoluabi leadership this is because such a leadership attribute potentially improves firm competitiveness.

scholarly journals Lack of Awareness of the Impact of Improperly Disposed Of Medications and Associated Factors: A Cross-Sectional Survey in Indonesian Households

2021 ◽  
Vol 12 ◽  
Author(s):  
Sofa D. Alfian ◽  
Widya N. Insani ◽  
Eli Halimah ◽  
Nabilla A. Qonita ◽  
Siti S. Jannah ◽  
...  
Keyword(s):  
Healthcare Providers ◽  
Binary Logistic Regression ◽  
Cross Sectional Survey ◽  
Related Factors ◽  
Cross Sectional ◽  
Public Places ◽  
Validated Questionnaire ◽  
Unused Medications ◽  
Medication Disposal ◽  
The Impact

Introduction: Disposal of unused medications through environmentally unsafe routes is common in Indonesia. The lack of awareness of the impact of improperly disposed of medications is a significant contributing factor. The objectives of this study were to identify factors associated with lack of awareness of the impact of improperly disposed of unused medications and to assess the associations of awareness with medication disposal practices among the general population in Indonesia.Patients and methods: An observational cross-sectional survey was conducted using nonprobability sampling in Bandung, Indonesia, from November 2017 to January 2018 among respondents who were older than 18 years, had used any medication in the past, were literate, and had signed an informed consent document. Disposal practices and awareness regarding the impact of improperly disposed of unused medications were collected using an online- and a paper-based pre-validated questionnaire. The paper-based questionnaires were distributed to respondents in public places such as city center, markets, and religious places. Binary logistic regression was performed to assess associations of sociodemographic and other related factors with a lack of awareness. Odds ratios (ORs) with 95% confidence intervals (CIs) are reported.Results: Of 497 participating respondents, 433 and 64 respondents filled an online- or a paper-based questionnaire, respectively. Most respondents were female, aged between 18 and 30 years, and students/university students. Of 497 respondents, more than half (53.1%) were not aware that improper medication disposal could harm the environment and population health. Most respondents (79.5%) had never received information about proper medication disposal practices. The education level, the number of stored medications at home, and previous education about medication disposal practices were significantly associated with awareness of proper practices. In the multivariate analysis, only those with previous education about medication disposal practices were less likely to report a lack of awareness (OR: 0.043; 95% CI: 0.02–0.09). Respondents with a lack of awareness tended to dispose of their unused medications in the garbage or shared them with friends or relatives.Conclusion: There is a clear need to increase awareness of the importance of proper medication disposal practices, in particular among the student population of Bandung city, Indonesia. Healthcare providers can play an important role by educating this specific population on the proper disposal of unused medications.

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