MANAGEMENT SCIENCES

This study examines the relationship between customer satisfaction and business profitability in selected pharmaceutical outlets, focusing on five constructs: product and service quality, perceived value, customer expectations, customer loyalty, and repurchase intention. Using a quantitative design, data were collected from 154 customers and employees through structured questionnaires. Descriptive and regression analyses were conducted to assess the impact of each variable on profitability. Results showed that product and service quality, perceived value, and customer expectations had positive but statistically insignificant effects. In contrast, customer loyalty (B = 0.308, p = 0.000) and repurchase intention (B = 0.209, p = 0.016) had significant positive impacts, with loyalty emerging as the strongest predictor of profitability. The study recommends that pharmaceutical outlets invest in loyalty-enhancing initiatives, develop customer retention strategies, train staff in customer-centric service, leverage digital engagement tools, and integrate satisfaction metrics into strategic planning.

This study investigates Industrial conflicts and employees productivity, three research questions and objectives of the study were raised to examine the causes of industrial conflicts in Nigeria, examine the relationship between workers productivity and industrial conflicts and analyze the possible solutions to industrial conflicts in Nigeria .
Relevant Literature from different author were reviewed and the study evaluates that the sample required for the study was based on the population of the study which was the staff of the
University of Benin, the sample size is set at 300. The instrument was validated by the research
supervisor. The findings of the study shows that there is a significant relationship between industrial conflicts and employees productivity as most reponses were alike, and that the solutions proffered for industrial conflicts are feasible. The study recommends that Industrial conflicts is unavoidable but proper management can aid it to be beneficial to the organization, while
mismanagement can have negative effect on the productivity of employees. The researchers suggest that proper steps are to be put in place to ensure that conflicts are properly managed and solved through negotiation, meditation, conciliation, arbitration litigations etc. The study critically shows how every industrial conflict can affect the organization in either way
negatively or positively depending on how the organization chooses to manage it. It leverages on the strength and weakness of the organization in managing and resolving conflicts.