Department of Office & Information Management

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Department of Office and Information Management

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We are committed to exploring the dynamic field of office administration, information systems, and data management.

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Browsing Department of Office & Information Management by Subject "Customer Satisfaction"

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    Influence of Total Quality Management Practices on Customers’ Satisfaction and Retention in Multichoice Company, Lagos State, Nigeria
    (Lead City University, 2023-12) Cynthia Jane IROKANULO
    The study explored the influence of TQM practices on customer satisfaction and retention within the context of Multichoice Company, Lagos, Nigeria. To achieve this aim, four specific objectives were raised and two null hypotheses were formulated. Three related theories were reviewed and discussed. The study employed a descriptive survey research design. The population comprised of over five million customers of Multichoice Company in Lagos Mainland. The sample size of 384 customers was gotten using Krecie and Mogan and the targeted customers were purposively selected around Lagos Island. The data were primarily sourced by administering questionnaire to the customers of Multichoice Company at Lagos Mainland. Out of the expected sample size of 354, the researcher successfully retrieved 253 and they were analyzed using the frequency, percentage, mean and standard deviation. The two null hypotheses were analyzed using the Multiple Regression model. The results [(R=0.501 a, R2 =0.251, F =115.500, p <0.00; β1 = 0.042, p = 0.000; β2 = 0.080, p = 0.00] showed that there was a positive and significant relationship between TQM practices and customer satisfaction and retention. Multichoice's commitment to quality control, continuous improvement, employee involvement, and customer focus were identified as key factors contributing to heightened customer satisfaction levels. Additionally, the study identifies that high customer satisfaction positively influences customer retention, as satisfied customers are more likely to remain loyal to Multichoice and recommend its services to others. In conclusion, the study underscored the significance of TQM practices in the context of the Multichoice Company and the broader entertainment industry. It was therefore recommended that Multichoice Company should implement TQM principles and focus on customer satisfaction, and should not only meet customer expectations but also foster long-term customer loyalty, ensuring sustained success in a competitive market. Keywords: Total Quality Management, Customer Satisfaction, Customer Retention, Customer Focus, Excellence Service and Quality Word Count: 289
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    Total Quality Management, Service Quality, and Customer Satisfaction in Small and Medium sized Enterprises in the Ibadan Metropolis, Oyo State
    (Lead City University, 2023-12) Oluwatomisin Oyindamola OLALERU
    Customer satisfaction is the key to the long-term survival of any business. In line with this, business owners and researchers are usually interested in factors that affect customer satisfaction. This study examines the influence of total quality management, service quality, and customer satisfaction in SME’s in the Ibadan Metropolis, Oyo state. The study adopted a descriptive survey research method. The population encompassed residents of five local governments in Ibadan out of which 384 were systematically selected as the study sample. The research instrument is a structured questionnaire. Data was analysed using descriptive and inferential statistics. The results showed that total quality management as a variable has a significant influence on customer satisfaction. It was also found that service quality has a significant impact on customer satisfaction. In addition, the test of hypothesis also revealed that the combination of total quality management and service quality has a significant impact on service quality, although total quality management was more significant than service quality. The study concluded that Total Quality Management (TQM) practices and service quality both play a crucial role in determining customer satisfaction. It was therefore recommended that SMEs should prioritize the adoption and implementation of Total Quality Management (TQM) practices, including continuous improvement, streamlined processes, and employee involvement. Keywords: Customer Satisfaction, Customer services, Total Quality Management, service quality, SMEs. Word Count: 208