Joseph E. Agbadudu

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 examines the impact of employee involvement on organisational performance in selected beverage firms in Benin City, Edo State, Nigeria. The research focused on four key dimensions of employee involvement: participation in decision-making, delegation, consultation, and commitment. The study uses a descriptive survey design, data were collected from 179 employees across beverage firms in Ikpoba Okha, Ovia North-East, and Egor Local Government Areas. The analysis was conducted using both descriptive statistics and multiple regression analysis via SPSS version 22. Findings revealed that employee participation in decision-making and consultation had significant positive effects on organisational performance, while delegation and commitment showed positive but statistically insignificant effects. The regression model accounted for 55.7% of the variance in organisational performance, indicating that employee involvement plays a substantial role in enhancing firm productivity.
The study concludes that consultative and participatory management practices are critical to improving performance, while delegation and commitment require better institutional support and implementation strategies. It recommends that management in beverage firms adopt integrated involvement frameworks that encourage employee voice and collaboration. This study contributes to the literature by offering empirical evidence on the multidimensional impact of employee involvement and provides practical insights for enhancing performance through inclusive organisational practices within the Nigerian manufacturing context.