IMPACT OF CUSTOMER RETENTION STRATEGIES ON ORGANIZATIONAL PERFORMANCE (A STUDY OF NIGERIAN BOTTLING COMPANY PLC)
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| Format: | Recurso digital |
| Language: | English |
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Zenodo
2025
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| _version_ | 1866901545277194240 |
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| author | Ezuma, Kingsley Eze (PhD) |
| author_facet | Ezuma, Kingsley Eze (PhD) |
| contents | <p><em><span>Customer retention strategies was point of discussion among scholars for a long time especially its impact on organizational performance in manufacturing organizations in Nigeria. This paper is set to ascertain the impact of customer retention strategies ion organizational performance<span>. Data were sourced from primary source using question as instrument of data collection. T</span>he population of the study consists of the staff of <span>Nigerian bottling company Plc and sample size was determine using </span><span> </span><a name="_Hlk140514390"></a>Krejcie and Morgan (1970) sample size determination. It returned sample size of two hundred (200) respondents. Hence two hundred (200) copies of questionnaires were administered and one hundred and ninety-five (195) were fully completed and returned in time for the analyses. </span></em></p> <p><em><span>Simple percentage was employed were used for the presentation of data used. While <span>Pearson Moment Correlation Statistics</span> was used to test the hypotheses formulated. </span></em></p> <p><em><span>It was discovered that effective complain handling impact on organizational performance in <span>Nigerian bottling company Plc</span>, also that customer focus has impact on organizational performance in <span>Nigerian bottling company Plc</span>, and that <span>repeated purchase has impact on </span>organizational performance in <span>Nigerian bottling company Plc</span>. </span></em></p> <p><em><span>It was therefore recommended that</span><span> organization should the focus on providing customers with value for money and to maintain customers’ retention, the company’s employee must be customer oriented through advertisement and human resources capacity enhancement</span></em></p> |
| format | Recurso digital |
| id | zenodo_https___doi_org_10_5281_zenodo_15728655 |
| institution | Zenodo |
| language | eng |
| publishDate | 2025 |
| publisher | Zenodo |
| record_format | zenodo |
| spellingShingle | IMPACT OF CUSTOMER RETENTION STRATEGIES ON ORGANIZATIONAL PERFORMANCE (A STUDY OF NIGERIAN BOTTLING COMPANY PLC) Ezuma, Kingsley Eze (PhD) customer retention, complain handling, customer focus, repeat purchase, organization performance <p><em><span>Customer retention strategies was point of discussion among scholars for a long time especially its impact on organizational performance in manufacturing organizations in Nigeria. This paper is set to ascertain the impact of customer retention strategies ion organizational performance<span>. Data were sourced from primary source using question as instrument of data collection. T</span>he population of the study consists of the staff of <span>Nigerian bottling company Plc and sample size was determine using </span><span> </span><a name="_Hlk140514390"></a>Krejcie and Morgan (1970) sample size determination. It returned sample size of two hundred (200) respondents. Hence two hundred (200) copies of questionnaires were administered and one hundred and ninety-five (195) were fully completed and returned in time for the analyses. </span></em></p> <p><em><span>Simple percentage was employed were used for the presentation of data used. While <span>Pearson Moment Correlation Statistics</span> was used to test the hypotheses formulated. </span></em></p> <p><em><span>It was discovered that effective complain handling impact on organizational performance in <span>Nigerian bottling company Plc</span>, also that customer focus has impact on organizational performance in <span>Nigerian bottling company Plc</span>, and that <span>repeated purchase has impact on </span>organizational performance in <span>Nigerian bottling company Plc</span>. </span></em></p> <p><em><span>It was therefore recommended that</span><span> organization should the focus on providing customers with value for money and to maintain customers’ retention, the company’s employee must be customer oriented through advertisement and human resources capacity enhancement</span></em></p> |
| title | IMPACT OF CUSTOMER RETENTION STRATEGIES ON ORGANIZATIONAL PERFORMANCE (A STUDY OF NIGERIAN BOTTLING COMPANY PLC) |
| topic | customer retention, complain handling, customer focus, repeat purchase, organization performance |
| url | https://doi.org/10.5281/zenodo.15728655 |