Customer Satisfaction

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 the effect of service quality on customer satisfaction in public and private hospitals in Benin City. The objectives of the study were to find out the impact of tangibility of service delivery on patient satisfaction, to investigate the influence of reliability of service delivery on patient satisfaction, to ascertain the effect of responsiveness of service delivery on patient satisfaction; to determine the impact of assurance of service delivery on patient satisfaction and to inspect the effect of empathy of service delivery on patient satisfaction in the Nigerian hospitals.. Respondents were selected from one (1) public and two (2) private hospitals in Benin City Metropolis, Edo State, Nigeria. The data were collected through personal administration of 110 questionnaires and had valid responses. The study also used frequency distribution, mean, standard deviation, t-test statistics analysis, multi regression analysis and tables as major statistical tools for data analysis and test of hypotheses. The analysis revealed that assurance of the service delivery has significant relationship or influence on patient satisfaction in the Nigerian hospitals; tangibility of the service delivery has no significant influence on patient satisfaction, reliability of the service delivery has no significant relationship on patient satisfaction; responsiveness of the service delivery has no significant impact on patient satisfaction and that empathy of the service delivery has no significant impact on patient satisfaction in the Nigerian hospitals

The study examined and analyzed corporate social responsibility and it's impact on Organizational performance. Data were primarily sourced through the administration of one hundred (100) questionnaire out of which same number were found usable for the empirical analysis. The descriptive (frequency, mean and percentage) and inferential statistics (regression analysis) were adopted for the study's analysis. Specifically, the analysis revealed that corporate social responsibility has a significant impact on the performance of organizations, positively impact organizational employees, has a significant impact on organizational reputation, and lastly significantly impact organizational customers. As result of the findings, it was recommended that organizations should provide training programs on CSR principles and the impact of the organization's initiatives. This helps employees understand the company's commitment to social responsibility and how they can contribute. Also, organizations should prioritize sustainability and environmental responsibility. Implementing eco-friendly practices will enhance its reputation as a socially conscious entity. Accordingly, organizations should involve customers in CSR initiatives. For example, offer opportunities for customers to participate in charitable activities or environmental programs, creating a sense of shared responsibility.Lastly, organizations should ensure ethical governance and compliance with regulations

This study examined the influence of packaging on the patronage of fast food products in Benin metropolis. The objective of the study was to suggest ways in which patronage of fast food in Benin City will be improved. The theoretical construct and model were derived from “Howard Sheth Model”, Customers satisfaction theory by Henry Dixon (1999), and cognitive Dissonance Theory. The survey design was used in the study. The instrument for data collection was a researcherstructured questionnaire. The sample size was determined using the Taro Yamane formula, A sample of 390 respondent was selected through a simple random technique from 9 zones. The population of the study was 429,000 being the estimated population of Benin in 2018. The data generated were presented and analyzed using frequency table and simple percentages. The study revealed that packaging influenced Benin Residents patronage of fast food products. It was discovered that attractive colours on packs; graphic designs; package design; text; size; package materials and shapes greatly contributed to the increase in patronage of these products. A further finding revealed that socialization, beautification of packs, price, well spelt out nutritional benefits of the product, expiration period, proximity, cost, family-craving, convenience contributed to the increase in patronage of these products. It was therefore recommended that fast food operators should pay considerable attention to the packaging of their products to boost and sustain patronage