Browsing by Author "Adebayo Adeyemi Abdulwasiu"

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    ATMOSPHERIC AMBIENCE INFLUENCE ON CUSTOMERS’ EXPERIENCE IN SERVICE MARKETING
    (Federral University, Oye-Ekiti, 2023-10-11) Adebayo Adeyemi Abdulwasiu
    This study examined the consequence of atmospheric ambience on customers’ experience in service marketing with special interest in store-based retail business. Quantitative technique was used as a research design; the population size was infinite as the study focuses on the customers of 19 retail outlets in Lagos state metropolis. Survey method through questionnaire was used to collect the primary data; Godden (2004) model sample size was adopted and 246 was determined as sample size, convenience sampling techniques was employed in the study. Out of the 246 copies of the questionnaire that were administered, 150 were finally retrieved and coded for data analysis. Standard multiple regression (SPSS version 26) was adopted to analyze the data. The conclusion of the study shows that retail store ambience is probably one of the most important factors in attracting and retaining customer and enhancing positive customer experience in retail outlets. The study recommends that the retail stores practitioners should try as much as possible to emphasise more on ways of improving their retail store environment and also make frantic effort in ensuring that their customers have easy access to and fro the retail store by effectively managing the parking lot of their retail store environment.
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    CAPACITY BUILDING AND EMPLOYEES’ PERFORMANCE IN NIGERIAN MANAGEMENT TRAINING INSTITUTE
    (POLAC MANAGEMENT REVIEW (PMR), NIGERIA POLICE ACADEMY, WUDIL-KANO, 2024-07-03) Adebayo Adeyemi Abdulwasiu; Olowookere Muhammed Taofeek
    This study examined the effect of Capacity Building on Employees’ Performance’ with Agriculture and Rural Management Training Institute, Ilorin as case study with a study population of 150 and the sample size of 109 determined through Taro Yamane sample size model. Quantitative method was adopted and data were obtained through structured questionnaire. Regression analysis test revealed a significant positive relationship between capacity building variables (on the job and off the job training) and organizational performance variables (employees’ productivity and employees’ job satisfaction). The study concluded that capacity building has an improbable effect on the success of any organization. Hence, it was recommends that method be created for proper training needs appraisal and evaluation of employees’ performance subsequent to training.
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    CO-CREATION OF CORPORATE REPUTATION: A MULTI - THEORETICALAND THEMATIC EVIDENC E OF CORPORATE COMMUNICATION IN SERVICE MARKETING
    (International Journal of Marketing and Management Sciences. University of Jos, Department of Marketing, 2025-12-13) Adebayo Adeyemi Abdulwasiu
    The concept of corporate reputation has evolved from a peripheral concept to a critical intangible asset and a valuable source of competitive advantage. Its effective management is now considered a cornerstone function of every organization, essential for long-term sustainability and progress in a competitive business environment. This study examined the influence of corporate communication on corporate reputation of selected retail businesses in Lagos state. Qualitative method was used as a research design; the population was infinite as the study focused on customers of the 3 selected retail outlets in Lagos state. Face-to-face interview was used to collect the primary data; four respondents were interviewed for the study. The data was analyzed with NVivo software version 12. From the outcome of the qualitative analysis, there was significant relationship through the themes and sub-themes between the independent variables and dependent variables through the semi-structured interviewed held with the 4 participants. The study concluded that high corporate reputation is achieved when the retail service providers are able to develop enviable corporate communication programs that will assist the firm in achieving the mission of building sustainable corporate identity and image that will guarantee customer repeat patronage and loyalty. The study recommended that service providers should try to package their communication strategy to create awareness, arouse interest and desire and elicit actions of their customers towards their offerings and to build a formidable corporate reputation that can stand a test of time in creating trust and credibility in the minds of their customers
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    COGNITIVE DIVERSITY AND PERFORMANCE OF UNIVERSITY COLLEGE, HOSPITAL IBADAN (UCH)
    (POLAC MANAGEMENT REVIEW (PMR), NIGERIA POLICE ACADEMY, WUDIL-KANO, 2024-07-31) Adebayo Adeyemi Abdulwasiu; Muhammed Taofeek Olowookere; Isiaka Sulu Babaita
    Amid rapid technological advancements, demographic changes, and complex regulatory landscapes, healthcare organizations face significant challenges. Therefore, this study examined the effect of cognitive diversity on organizational performance within the dynamic healthcare sector, focusing on University College Hospital, Ibadan. Utilizing a quantitative descriptive design, this research surveyed 300 staff members of University College Hospital, Ibadan. Following the Krejcie and Morgan sample size determination method, a sample size of 298 participants was derived to ensure representativeness through stratified random sampling of the hospital's diverse workforce. Data were collected via a structured questionnaire using a 5-point Likert scale.Regression analysis indicated a positive correlation between cognitive diversity and enhanced organizational outcomes. Coefficients from the regression analysis revealed a statistically significant relationship (p = 0.001) between cognitive diversity and organizational performance. The findings strongly affirm that cognitive diversity is crucial for enhancing organizational performance in healthcare settings. The study recommends implementing diversity training programs and fostering an environment of open communication and collaboration at University College Hospital, Ibadan. These initiatives are essential for optimizing organizational outcomes amidst the complexities of cognitive diversity, promoting innovation and effective problem-solving in healthcare delivery
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    CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER SATISFACTION: AN EMPIRICAL STUDY OF THE NIGERIAN AVIATION SECTOR
    (Unizik Journal of Marketing, 2025-09-02) Adebayo Adeyemi Abdulwasiu
    Due to competition that is evolving in Nigerian aviation industry and the need to build relationship with customer has results in the aviation sector’s quest to device effective marketing communication elements to generate satisfaction. This study investigated the impact of marketing communication on customer relationships on the selected aviation businesses in Lagos state. The study employed an exploratory research design. The study further utilized a survey method with questionnaires to collect primary data from domestic customers of the chosen airlines. The sample size of 246 was determined using Godden (2004) model as a result of infinite nature of the population of the study and multistage sampling techniques was also used. A total of 150 copies of questionnaires were gathered for data analysis from the 246 copies of questionnaires distributed. Standard multiple regression was employed to analyze the data. The findings indicated that advertising showed a significant relationship with customer relationships (β = .227, t = 2.015, p < .011), and sales promotion also exhibited a positive and significant relationship with customer relationships (β = 0.412, t = 1.925, p = .005). The study concluded that implementing effective marketing communication elements such as advertising and sales promotion by aviation service providers enhances the relationship between the firm and its customers by facilitating interaction between customers and the service providers. The study recommends that aviation service providers should formulate their communication strategies to raise awareness, stimulate interest and desire, and prompt actions among customers toward their services. This approach aims to establish robust customer relationships capable of enduring the dynamic business environment and enhancing customer satisfaction.
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    EFFICACY OF DIGITAL GREEN SUPPLY CHAIN MANAGEMENT TECHNOLOGIES ON TRIPLE BOTTOM LINE PERFORMANCE: MODERATING ROLE OF MANDATORY EXTERNAL REGULATORY PRESSURE
    (International Journal of Marketing and Management Sciences. University of Jos, Department of Marketing, 2025-12-13) Adebayo Adeyemi Abdulwasiu
    This study examined the efficacy of digital green supply chain management technologies on triple bottom line performance: Moderating role of mandatory external regulatory pressure in Dangote Group of companies. Survey design was used for the study as data were collected using questionnaires administered on a sample of two hundred and eighty-four (284) respondents using Taro Yamane sample size determination model from 979 population of supply chain Managers, operations Directors, and sustainability Officers of all major subsidiaries (Cement, Sugar, Salt, Oil/Gas, and Logistics). The data analysis for the study was undertaken through PLM-SEM. Consequently, the findings of the study revealed that digital green supply chain management dimensions positively influence the TBL performance of Dangote Group of companies with beta (â = 0.230), t-statistic (t = 2.468) and p value (p = 0.014), (ß = 0.656), t statistics (t = 11.280) and p value (p = 0.000) and (â =-0.182), t statistics (t = 1.788) and p value (p = 0.074) respectively. The study highlights the critical role of digital green supply chain management technologies as a strategic driver for sustainability and improved TBL performance in the manufacturing company as the results conclusively establish that green supply chain management technologies have positive and significant relationship with TBL performance. The study further recommends that digital green supply chain management technologies should be Integrated into business operations as these would enhance sustainability credentials and improve overall firm performance, contributing to both social, economic and environmental goals of firms.
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    Flexible Working Arrangements and Employees’Job Satisfaction in Hospitality Industry
    (African Journal of Management and Business Research, 2023-09-09) Adebayo Adeyemi Abdulwasiu; Waheed Ibrahim
    This research work examined the effect of flexible working arrangements on employees’ job satisfaction in hospitality industry in Ilorin metropolis. Ten hotels were selected and 216 close ended copies of questionnaire were distributed across the ten selected hotels to collect the quantitative data. Five employees were also purposively selected for interview using semi structured interview. Structural Equation Model (PLS-SEM) and SPSS were used to analyze the quantitative data while thematic analysis was used to analyze the qualitative data with the aid of NVIVO software. The statistical result showed a positive and significant effect of flextime, shift work and job sharing on employees’ job commitment and employees’ productivity. Part-time on the other hand has no significant relationship with employees’ job commitment and employees’ productivity of the selected hotels. The qualitative finding also supported the quantitative result, it was revealed that flextime, shift-work and job sharing has a significant effect on employees’ job commitment and employees’ productivity. The qualitative findings however showed that effective implementation of part time will have a significant impact on employees’ job satisfaction. The study concluded that the flexible working arrangements are indeed drivers of business as it decreases absenteeism and increases employee turnover. The study recommends that there should be trust and effective communication between the parties. Proper communication will allow both parties to understand the needs of each other and negotiate terms that are acceptable to both.
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    GREEN HUMAN RESOURCE MANAGEMENT AND EMPLOYEE PERFORMANCE OF KWARA STATE GENERAL HOSPITAL, ILORIN
    (The Administrators and Management Scientists, A Publication of the Faculty of Administration & Management Sciences, Adekunle Ajasin University, Akungba Akoko, 2023-05-09) Adebayo Adeyemi Abdulwasiu; Olanrewaju Kareem
    This research x-rays the effect of green human resource management on employee performance of Ilorin general hospital, Kwara State. Quantitative method was used as a research design; the population size was 470. Taro Yamane (2004) sample size model was adopted and 216 was determined as sample size. Survey method through questionnaire was also used to collect the primary data from all the 216 respondents; convenience sampling techniques was employed in the study. The 216 questionnaires that are finally retrieved were coded for data analysis. Both Standard multiple regression, descriptive and inferential statistics were utilized using simple percentage table to analyze the data. From the empirical result obtained, it was discovered that Green Training And Green Recruitment and Selection consider in this study is a predictor of employee performance. The result showed that there is a significant relationship between green training and development and employee performance. Also, there was a significant relationship between green recruitment and selection and employee performance. Based on the findings from the study, it was recommended that Ilorin General Hospital should consider endeavor to prioritized employee’s engagement in green activities as a way of measuring and evaluating employee performance in the organization.
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    Guerrilla Marketing and Online Market Place
    (Federal University, Dutsin-ma, 2024-04-15) Adebayo Adeyemi Abdulwasiu
    The development of electronic media and technological breakthroughs led to the creation of guerrilla marketing, a low-cost marketing tactic designed to draw in large audiences. It entails utilizing the diffusion and surprise effects to produce marketing campaigns that are memorable and effective. The development of guerilla marketing, its guiding ideas, and its effects on the intended audience are all examined in this study. Start-ups, small enterprises, and corporations with fewer corporate constraints have embraced this strategy and integrated it with the online marketplace. Eighty participants in the study were chosen by probability sampling, and the data was analyzed using both descriptive and inferential statistics. (F (1, 98) = 46.075, p < 0.01, R = 0.566, R2 = 0.320, and adjusted R2 = 0.313). It has been discovered from the study that guerilla was recommended that creativity, clarity, and emotional arousal, should be considered by every online platform that recognizes guerilla marketing as a marketing strategy and has only lately become aware of its potential.
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    Impact of Communication on Customers’ Satisfaction in Hospitality Industry in Kwara State, Nigeria
    (African Scholar Publications & Research International, 2021-07-11) Adebayo Adeyemi Abdulwasiu
    This research examined the relationship between effective communication and customer`s satisfaction with a particular reference to hospitality industry in kwara State. It is aimed at finding out the extent to which effective communication helps customer`s satisfaction in Kwara State. In an attempt to establish the thrust of this research, primary and secondary data were generated. Secondary data were sourced from articles textbook and journals and primary data was generated through self-administered questionnaire. Both descriptive and inferential statistics were utilized for data analysis with the aid of statistics package for social science. Descriptive data was analyzed using simple percentage table and regression analytical tools were used to test the hypothesis. From the empirical result obtained, it was discovered that (communication channel and message design) considered in this study were predictors of customer satisfaction. The result also showed that there was a significant relationship between communication channel and customer loyalty. Based on the findings from the study, it was recommended that both management and junior staff should develop more interest in best communication strategies to retain both new and old customers.
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    Impact of Communication on Customers’ Satisfaction in Hospitality Industry in Kwara State, Nigeria
    (African Scholar Journal of Mgt. Science and Entrepreneurship, 2021-10-29) Adebayo Adeyemi Abdulwasiu
    This research examined the relationship between effective communication and customer`s satisfaction with a particular reference to hospitality industry in kwara State. It is aimed at finding out the extent to which effective communication helps customer`s satisfaction in Kwara State. In an attempt to establish the thrust of this research, primary and secondary data were generated. Secondary data were sourced from articles textbook and journals and primary data was generated through self-administered questionnaire. Both descriptive and inferential statistics were utilized for data analysis with the aid of statistics package for social science. Descriptive data was analyzed using simple percentage table and regression analytical tools were used to test the hypothesis. From the empirical result obtained, it was discovered that (communication channel and message design) considered in this study were predictors of customer satisfaction. The result also showed that there was a significant relationship between communication channel and customer loyalty. Based on the findings from the study, it was recommended that both management and junior staff should develop more interest in best communication strategies to retain both new and old customers.
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    IMPACT OF GREEN COMPENSATION ON EMPLOYEE INNOVATIVENESS AMONG FOOD RETAIL OUTLETS
    (Summit University, Offa, 2023-06-25) Adebayo Adeyemi Abdulwasiu
    Background: Organisation prioritize sustainability has been top concern since environmental legislation and social pressure had compel firms to adopt eco-friendly policies and practices to effectively achieving their economic goal. However, organizations that explore green initiative expect their employees to perceive sustainability as a priority to increase innovatively through pro-sustainability. Based on this perspective, this study aims to investigate the impact of green compensation on employee innovativeness among food retail outlets in Nigeria. Materials and Methods: A sample size of 220 employees was conveniently selected from Shoprite and Edinwo Stores in Ilorin Metropolis to participate in the study, using convenience sampling technique. Aquestionnaire with a Likert-Scale from 1-5 was used to collect the data to determine green compensation influence on employee innovativeness to attain company sustainability. To ensure reliability and validity of the data set, the sample size only includes workers who are currently working with Shoprite and Edinwo Stores. Multiple regression analysis shows that one out of two hypotheses tested have significance relationship with employee innovativeness. Results: The result shows clearly that green financial compensation motivate employee interest to support company environmental practices. Surprisingly, further finding revealed that green non-financial compensation has no significance impact on employee innovativeness. Conclusion: The study concluded that green compensation has significance impact on employee innovativeness to achieve sustainability. It is recommended that firms/stores should focus and concentrate on antecedents of green non-financial compensation and should be institutes into food retail stores compensation scheme.
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    IMPACT OF GREEN COMPENSATION ON EMPLOYEE INNOVATIVENESS AMONG FOOD RETAIL OUTLETS
    (Summit University, Offa, 2023-09-01) Adebayo Adeyemi Abdulwasiu
    Background: Organisation prioritize sustainability has been top concern since environmental legislation and social pressure had compel firms to adopt eco-friendly policies and practices to effectively achieving their economic goal. However, organizations that explore green initiative expect their employees to perceive sustainability as a priority to increase innovatively through pro-sustainability. Based on this perspective, this study aims to investigate the impact of green compensation on employee innovativeness among food retail outlets in Nigeria. Materials and Methods: A sample size of 220 employees was conveniently selected from Shoprite and Edinwo Stores in Ilorin Metropolis to participate in the study, using convenience sampling technique. Aquestionnaire with a Likert-Scale from 1-5 was used to collect the data to determine green compensation influence on employee innovativeness to attain company sustainability. To ensure reliability and validity of the data set, the sample size only includes workers who are currently working with Shoprite and Edinwo Stores. Multiple regression analysis shows that one out of two hypotheses tested have significance relationship with employee innovativeness. Results: The result shows clearly that green financial compensation motivate employee interest to support company environmental practices. Surprisingly, further finding revealed that green non-financial compensation has no significance impact on employee innovativeness. Conclusion: The study concluded that green compensation has significance impact on employee innovativeness to achieve sustainability. It is recommended that firms/stores should focus and concentrate on antecedents of green non-financial compensation and should be institutes into food retail stores compensation scheme.
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    IMPERATIVE OF ENTREPRENEURIAL ORIENTATION DIMENSION ON THE PERFORMANCE OF SMALL AND MEDIUM ENTERPRISES IN KWARA STATE,
    (Gombe State University, Gombe, 2024-06-02) Adebayo Adeyemi Abdulwasiu; Kareem Shola Thompson
    This study explored the consequence of EO on performance of SMEs in Offa local Government Area of Kwara State. The study’spurpose was to establish the effect of entrepreneurial orientation dimensions such as proactiveness and innovativeness on performance of SMEs as proxy by customers’ patronage and profitability of small and medium scales businesses in Offa local Government Area of Kwara State from 2018 to 2023. Survey design was used for the study as data were collected using questionnaires administered on a sample of one hundred and nine (109) respondents from the total population of 150. Data analysis for the study was carried with multiple linear regression. Consequently, the findings of the study revealed that R-Square values are 0.967 and 0.683 customers’ patronage and product quality respectively. In the course of the entrepreneurial orientation’s distinctiveness, the findings established the surfacing of proactive innovation (a permutation of proactiveness and innovativeness) which revealed a significant positive association on customer patronage and product quality. The study concludes that entrepreneurial orientation is very significant in the performance of the SMEs as it helps in the survival of the business and allowing them to effectively participate especially within fast-changing industries in this present economic situation. The study further recommends that business should try to be pro-active in pleasing the present and future desires of their esteem customers and should also accept the spate of Innovation in their respective enterprise.
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    MANAGING DIVERSITY, EQUITY AND INCLUSION (DEI) THROUGH HUMAN RESOURCES MANAGEMENT TO ENHANCE ORGANIZATIONAL PROFITABILITY
    (Fuoye Journal of Management. Federal University, Oye-Ekiti, 2024-08-07) Adebayo Adeyemi Abdulwasiu
    The study examines the effect of managing diversity, equity and inclusion (DEI) through human resource management to enhance organizational profitability’ in selected organizations in Kwara State namely Olam Flour Mills, Ilorin, Kam Industries Nigeria Limited, Ilorin, Tuyil Pharmaceutical Industries Limited, Ilorin, Kwara Chemical Company, Ilorin, and International Tobacco Company Plc, Ilorin. Specifically, this study is carried out to examine the effect of gender and age diversity management, experience and qualification management and individual skill and perception management on organizational profitability. Primary data was employed for the study and data was obtained through administration of questionnaires to the sampled staff of the aforementioned organizations making up One Hundred and Nine (109) staff. The sample was taken through simple random sampling technique and the data collected from the sample were analyzed using statistical software called Statistical Package for Social Science (SPSS) version 23. Based on the result of analysis, R = 98.5% and P = 0.000 are obtained between gender and age diversity management and organizational profitability. Similarly, R = 91.4% and p = 0.000 were also obtained for the analysis of the effect of experience and qualification management on organizational profitability. Furthermore, R = 94.7%, p = 0.000 which reveals existence of significant relationship between managing individual skill and perception and organizational profitability. The result of findings shows a strong correlation and positive significance between each dependent variable (managing gender and age diversity, managing experience and qualification and managing individual skills and perception) and organizational profitability of the selected organizations in Kwara State. In conclusion, it is essential for human resource managers to understand the impact of diversity, equity and inclusion in the workplace and their extent towards enhancing organizational profitability.
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    MARKETING COMMUNICATION EFFECT ON CUSTOMER RELATIONSHIP-A NEW PARADIGM SHIFT IN CUSTOMER SATISFACTION
    (Journal of Business and Management Inaba, 2024-12-30) Adebayo Adeyemi Abdulwasiu
    Due to competition that is evolving in Nigerian airline industry and the need to build relationship with customer has results in the aviation sector’s quest to device effective marketing communication elements to generate satisfaction. This study investigated the impact of marketing communication on customer relationships within selected airline companies in Lagos state, Nigeria. Employing a quantitative research design due to the infinite population size, the study utilized a survey method with questionnaires to collect primary data from domestic customers of the chosen airlines. The sample size of 246 was determined using Godden model, employing multistage sampling techniques. A total of 150 questionnaires were gathered for data analysis. Standard multiple regression was employed to analyze the data. The findings indicated that advertising showed a significant relationship with customer relationships (β = .227, t = 2.015, p < .011), and sales promotion also exhibited a positive and significant relationship with customer relationships (β = 0.412, t = 1.925, p = .005). The study concluded that implementing effective marketing communication elements such as advertising and sales promotion by airline management enhances the relationship between the firm and its customers by facilitating interaction between customers and airline service providers. The study recommends that airline service providers should formulate their communication strategies to raise awareness, stimulate interest and desire, and prompt actions among customers toward their services. This approach aims to establish robust customer relationships capable of enduring the dynamic business environment and enhancing customer satisfaction.
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    MPACT CUSTOMER SERVICE DELIVERY ON CUSTOMER RELATIONSHIP MANAGEMENT IN CUSTOMER-CENTRIC SERVICE FIRMS
    (Journal of Management and Business Sciences (JOMBS) Faculty of Management Studies (FMS) of Islamic University In Uganda., 2025-09-30) Adebayo Adeyemi Abdulwasiu; Ismaila Yusuf
    Abstract: Research Aims: investigate the impact of customer service delivery on customer relationships management in customer-centric service firms in Nigeria. Design/methodology/approach: mixed-method research design was employed, with an infinite population size focusing on customers from 19 selected retail stores across Lagos State. The Godden (2004) model sample size was used, determining a sample size of 246. Multistage sampling techniques were utilized, and primary data was collected through structured self-administered questionnaires, face-to-face, and telephone interviews. A total of 150 questionnaires were retrieved for analysis. Standard multiple regression (SPSS version 26) was used to analyze the quantitative data, while NVivo software version 12 was used for qualitative data. Research Findings: the output from the tested hypotheses revealed that both predictor variables significantly explained the dependent variables. The hypothesis test at a 0.05 (5%) significance level did not support the formulated hypothesis that customer service delivery has no significant relationship with customer relationship management, with p<0.000. The variables jointly and significantly affected customer delivery (r=0.629, Adj. R2 =49%).Conclusion: the study concluded that quick responses to customer needs and complaints, effective and efficient order processing, and the provision of technical support are essential components for building customer relationships
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    ORGANISATIONAL COMMUNICATION AND EMPLOYEES’ PERFORMANCE IN NIGERIAN PHARMACEUTICAL COMPANY
    (NSUK Journal of Management Research and Development, 2023-09-12) Adebayo Adeyemi Abdulwasiu
    This study examined effective communication and employee performance in Tuyil Pharmaceutical Company in Kwara State. Data were obtained through well-structured questionnaires which were administered to 267 respondents of which 74.25% males and 25.8% females who were majorly within the economic active ages of 18-30years. Both descriptive (frequency distribution and percentages) and inferential statistics (regression and ANOVA) were used to analyze the data obtained. The multiple regresion analysis showed a fit to predict employee performance; hence effective communication had impacts on employee performance in Tuyil Pharmaceutical Company. It is therefore recommended for the management of Tuyil to strengthen formal communication channels as the informal channels had weak effects in producing higher performance.
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    PERCEIVED VALUE AND CUSTOMER SATISFACTION IN THE NIGERIAN AIRLINE BUSINESSES
    (ASEAN Marketing Journal, 2025-12-01) Adebayo Adeyemi Abdulwasiu; Salau Alhaji AbdulAzeez
    Manuscript type: Research Article. Research Aims: This study investigated the influence of customer perceived value proxy with customer experience and service quality in building satisfaction in the Nigerian Airline business. Design/methodology/approach: The study employed a quantitative research approach; the study utilized a survey method to gather primary data through questionnaires. The sample size was determined using the Godden (2004) model, resulting in a total of 246 participants, 150 questionnaires were finally retrieved and inputted for data analysis after the shorting out of wrongly filled and deduction of unretrieved copies of the questionnaires. The study also used multistage sampling techniques applied at different stages of data collection. Analysis was performed on 150 completed questionnaires using standard multiple regression through SPSS Research Findings: The findings indicated that customer experience showed a significant relationship with customer satisfaction and loyalty (β = 0.228, t = 2.620, p = .010), and service quality also exhibited a positive and significant association with customer satisfaction and loyalty (β = 0.091, t = 1.135, p = .008). The study concluded that customer value can appreciably influence a company’s brand reputation as high customer value often enhances customer satisfaction and loyalty, which can develop in positive word-of-mouth and customer advocacy. Theoretical Contribution/Originality: This study was supported by the expectancy theory of customer satisfaction. The fitness of the supporting theory is affixed on the fact that the theory elucidated the concept of customer expectation intensely by explaining the experience that ensues as a result of associating services performance against expectations which serves as a good consideration on whether to build loyalty or not. Practitioner/Policy Implication: The study recommended that airline service providers try to work on how positive customer experience can generate customer satisfaction and inevitably influence customer loyalty by using technology, customer journey mapping, and personalizing the customer offering to create breakthroughs in customer experience. Research limitation/Implications: The unaccommodating attitude of some respondents in accepting the questionnaires and even some of those who collected either failed to fill it correctly or refuse to return the questionnaire when needed for collection
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    Product Quality Influence on Corporate Reputation:
    (UNIZIK Journal of Marketing (UJofM), 2024-10-04) Adebayo Adeyemi Abdulwasiu
    In today’s retail business, the quality of a product can significantly impact a company's corporate reputation, as customers often associate product quality with the overall reputation of retail firms. This study examines the influence of product quality on corporate reputation, with evidence from retail firms in Nigeria. A quantitative research design was employed, focusing on customers of selected retail companies in Lagos State, namely Shoprite, Buyrite, and Spar. A survey method using questionnaires was utilized to collect primary data. The sample size was determined to be 246, and multistage sampling techniques were employed. Of the 246 distributed questionnaires, 150 were retrieved and coded for analysis. Standard multiple regression was used to analyze the data. The results indicate that product quality significantly influences corporate reputation in store-based retail outlets in Lagos State. The study concludes that well-designed quality products that satisfy customer needs, serve their intended purpose, and meet industry standards effectively build trust and sustain corporate reputation. It recommends that retail service providers establish a sustainable corporate reputation through high-quality products to enhance customer confidence and trust. The underlying premise is that higher perceived product quality leads to increased customer patronage.