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Quality Control Management and Customer Retention in Selected Manufacturing Companies in Nigeria: An Empirical Analysis

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  • Peter Olatunji Olayiwola
  • Shola Solomon Akeke
  • Olubusola Mojisola Odusanya

Abstract

The adoption of Quality management practices by most organisations has been hampered due to non-compliance with the procedures and principles of Quality control management implementation. Several studies on quality control management and consumer retention have only concentrated on small-scale enterprises in developed countries. This present study seeks to undertake the effect of quality control management and customer retention focusing on the dimensions of employee participation, supplier quality management, higher management commitment and leadership enhancements in quality procedures as a measure of quality control management in selected Medium and large-scale enterprises in Nigeria. The research design is purely descriptive, and data were collected using a cross-sectional survey method from 139 valid questionnaires out of 150. Data collected were analysed with Pearson Product Moment Correlation and multiple regression analysis were used to test the formulated hypotheses. The findings, show a positive significant relationship between high management commitment (r =.659), supplier quality management, (r = .607); employee involvement (r = .619), leadership enhancement (r = 508) and customer retention. The study recommends that firms should devote more resources on quality management dimensions in retaining and more so improve customers’ base of the organisations.

Suggested Citation

  • Peter Olatunji Olayiwola & Shola Solomon Akeke & Olubusola Mojisola Odusanya, 2019. "Quality Control Management and Customer Retention in Selected Manufacturing Companies in Nigeria: An Empirical Analysis," Romanian Economic Journal, Department of International Business and Economics from the Academy of Economic Studies Bucharest, vol. 22(71), pages 60-78, March.
    • Handle: RePEc:rej:journl:v:22:y:2019:i:71:p:60-78
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    References listed on IDEAS

    as
    1. Ali Bakhit Jaafreh & Abedalfattah Z. Al-abedallat, 2013. "The Effect of Quality Management Practices on Organizational Performance in Jordan: An Empirical Study," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 4(1), pages 93-109, January.
    2. Mercy Ogbari & Taiye T. Borishade, 2015. "Strategic Imperatives of Total Quality Management and Customer Satisfaction in Organizational Sustainability," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(4), pages 1-22, April.
    3. Sadikoglu, Esin & Zehir, Cemal, 2010. "Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms," International Journal of Production Economics, Elsevier, vol. 127(1), pages 13-26, September.
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    More about this item

    Keywords

    Employee participation; Supplier quality management; Management commitment; Leadership enhancement and Customer Retention.;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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