Relationship between Total Quality Management Practices and Clients Patronage in Higher Institution Sports Centres

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Ogunsemore, M. A.
Ajibola, G.S.
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CEPRES International University, Liberia
This research was carried out to determine the relationship between Total Quality Management Practices and clients patronage in higher institution sports centres in Lagos State. The variables studied included intense focus on customers, quality of service, organization’s effort and employee’s improvement. Four hypotheses were tested in the study. Three hundred and thirty (330) respondents from five higher institution Sport Centres in Lagos State were used for the study. A self-developed research questionnaire tagged Total Quality Management and Clients Patronage Questionnaire (TQMCPQ) designed and validated by experts in sports management was used to collect data from the respondents. The TQMCPQ was subjected to content and criterion related validity. The test –retest method was employed in establishing the reliability of TQMCPQ with an r-value 0.872. The descriptive statistics of bar chart, pie chart and percentages were used to present the demographic data while inferential statistics of linear regression was used in testing the hypotheses at 0.05 level of significance. The findings of the study showed that intense focus on customers recorded (F-value (4.818; P<0.05), improvement in the quality of service F-value (1.230; P<0.05), accurate measurement of organization’s effort F-value (2.112; P<0.05) and improvement of employees F-value (4.083; P<0.05) all had significant relationship with clients’ patronage of sports centres in higher institutions of learning. The study concluded that when the management of sports centers focus on total quality management practices, there is possibility of sustaining high clients’ patronage in higher institutions sports centres. The study recommended that Total Quality Management Practices should be adopted by directors of sports centres in higher institutions for effective mobilization and sustenance of clients’ patronage for high profit. Clients’ satisfaction should be the hallmark of service delivery in higher institutions sports centres ensuring personalized programmes which should be operated for continued clients motivation and patronage
Scholarly article
Ogunsemore, M. A. & Ajibola, G. S. (2020). Relationship between Total Quality Management Practices and Clients Patronage in Higher Institution Sports Centres. CEPRES Journal of Science & Innovative Studies,1, 97 – 107