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

Olayiwola, P.O. ; Akeke, S.S. ; Odusanya, O. M. (2019-03)

Staff publications

Article

The adoption of Quality management practices by most organisations has been hampered due to noncompliance 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 to quality management dimensions in retaining and more so improve customers’ base of the organisations.