International Journal of Business and Management Research
DEPARTMENT OF BUSINESS ADMINISTRATION, NNAMDI AZIKIWE UNIVERSITY, AWKA, ANAMBRA STATE, NIGERIA.
ENTREPRENEURIAL INTENSITY AND INTERNAL BUSINESS PROCESSES IN THE TELECOMMUNICATION INDUSTRY
The research work examined entrepreneurial intensity and internal business processes in the telecommunication industry. The specific objective of the study among others included to determine if proactiveness and risk taking influences process quality in Nigeria telecommunication industry. The study also examined if innovativeness influences process quality in Nigeria telecommunication industry. The study made use of survey research design that allow for the use of questionnaires to elicit data from the respondents. The population of study comprises 3050 top, middle and lower level managers and members of staff in the branches of the selected telecommunication companies. A sample size of 354 was determined using Taro Yamane method. The sample was drawn using a purposive sample technique. The data collected were analyzed using descriptive statistics such as frequency counts, percentages and regression analysis. Findings from the study reveal that there is significant relationship between proactiveness and process quality in Nigeria telecommunication industry. Risk taking positively and significantly influenced process quality while there is significant relationship between innovativeness and process quality in Nigeria telecommunication industry. The study recommends that management of firms in the telecommunication industry should instill entrepreneurial mindset among employees through training and learning related factors which are critical in developing entrepreneurial orientation. Government and all stakeholders should create a conducive business environment by proving adequate Security. Businesses need a supportive and favorable business environment to facilitate growth and sustainability.
DIGITAL TRANSFORMATION AND CUSTOMER LOYALTY AMONG SUPERMARKET CUSTOMERS IN ANAMBRA STATE, NIGERIA
The impact of digital transformation on retail competition and customer relationships remains underexplored in emerging and resource-constrained markets. This study examines how mobile commerce, social media engagement, and personalization influence customer loyalty among supermarket customers in Onitsha, Nnewi, and Awka, Anambra State, Nigeria. Grounded in Relationship Marketing Theory, the study adopted a cross-sectional survey research design. The population comprised customers of selected supermarkets in the three cities. Using the Taro Yamane formula, a sample size of 396 was determined and increased to 495 to account for non-response. A multistage sampling technique was employed: supermarkets were selected using simple random sampling, and customers were approached on-site at random for questionnaire administration. Data were collected using a structured questionnaire, yielding 397 valid responses for analysis. Instrument reliability was confirmed, with Cronbach’s alpha coefficients ranging from 0.768 to 0.968. Data were analyzed using OLS multiple regression in SPSS version 31.0.1.0. Results show that all three indicators positively and significantly influence customer loyalty. Social media engagement had the strongest effect (B = 0.324, p < 0.05), followed by mobile commerce (B = 0.254, p < 0.05) and personalization (B = 0.135, p < 0.05). The model was statistically significant (F = 72.137; p < 0.05) and explained 35.5% of the variance in customer loyalty (R² = 0.355). The study concludes that active social engagement and reliable mobile shopping channels are key drivers of customer loyalty in supermarkets in Anambra State, while personalization remains comparatively underdeveloped. The study recommends strengthening these digital capabilities in supermarkets to enhance customer loyalty.
GLOBALIZATION IN AN EMERGING ECONOMY: THE NIGERIAN EXPERIENCE
This study examined the Nigerian experience of globalization in an emerging economy between 1981 and 2025. The specific objective is to analyze the impact of trade openness on Nigeria's economic expansion; analyze the impact of currency rates on Nigeria's economic expansion; assessed the effect of foreign direct investment on Nigeria's economic expansion. Ordinary least square method was adopted because of its Best Linear Unbiased Estimators (BLUE) properties The variables used were sourced from Central Bank of Nigeria Statistical Bulletin. The variables used were exchange rate, foreign direct investment and trade openness. The Central Bank of Nigeria (CBN) statistical bulletin 2024 VOL 24 was the source of the information gathered. The unit root test and multiple regressions were used in the analysis. The research showed that Nigeria's economic growth is not significantly impacted by trade liberalization. Nigeria's economic growth is not significantly impacted by exchange rates. Nigeria's economic growth is significantly impacted by foreign direct investment. The study concludes that foreign direct investment has a greater impact on Nigeria's economic growth than trade openness or fluctuations in exchange rates. This study therefore recommends that the government should implement measures that encourage stable currency rates by managing money well and reducing reliance on imports. The naira's value will rise as a result, boosting investor confidence. Nigeria should facilitate investment by developing infrastructure, offering tax breaks, and streamlining corporate laws. FDI inflows will be further attracted and sustained by bolstering property rights and lowering administrative obstacles.
ENTREPRENEURSHIP AS AN ETHICAL IMPERATIVE: ALLEVIATING YOUTH RESTIVENESS IN COMMUNITIES DEVASTATED BY EXTRACTIVE INDUSTRIES IN THE NIGER DELTA, NIGERIA
The Niger Delta region of Nigeria, rich in oil and gas, epitomizes the paradox of the resource curse, where immense natural wealth coexists with severe community impoverishment and social unrest. The operations of multinational corporations (MNCs) have led to profound environmental degradation, destroying traditional livelihoods and fuelling a cycle of youth restiveness, crime, and militancy. This study posits entrepreneurship not merely as an economic intervention, but as a fundamental ethical obligation for corporate and governmental stakeholders to redress systemic injustices and foster sustainable peace. Adopting a descriptive survey design, data were purposively collected from 348 youths in oil-impacted communities. Results, analysed using descriptive statistics and Pearson Chi-square tests, reveal that entrepreneurship significantly contributes to economic empowerment (χ²=39.424, p=.002), reduces idleness and reliance on crime (χ²=43.841, p=.000), and redirects youth creativity into productive ventures (χ²=41.236, p=.000). The study concludes that fostering an entrepreneurial ecosystem is a critical, ethics-driven strategy for restorative justice, corporate social responsibility (CSR), and sustainable development in the Niger Delta. We recommend that MNCs, in partnership with government, move beyond peripheral CSR to implement comprehensive, ethically grounded entrepreneurship programs that empower youth, thereby fulfilling a duty to repair and empower host communities.
PROCESS INNOVATION AND OPERATIONAL EFFICIENCY OF FOOD AND BEVERAGE FIRMS IN ANAMBRA STATE, NIGERIA
The increasing demand for operational efficiency and resource optimisation in the food and beverage industry has underscored the importance of process innovation. Notwithstanding its potential benefits, the impact of process innovation on operational performance in food and beverage firms remains underexplored. Hence, this study examines the effect of process innovation on the operational efficiency of food and beverage firms in Anambra State, Nigeria. The specific objectives are to (i) ascertain the effects of workflow automation, supply chain optimisation, customer-centric innovation, and sustainability initiatives on resource optimisation in food and beverage firms in Anambra State, Nigeria. The survey research design was adopted for the study. The population of the study comprised two hundred and forty (240) employees from thirty food and beverage firms in Anambra State, Nigeria. A complete enumeration of the population was employed. Data was analysed using descriptive and inferential statistics. Hypotheses were tested using multiple regression analyses. The findings revealed that workflow automation (B=0.290, p=0.001), supply chain optimisation (B=0.250, p=0.009), customer-centric innovation (B=0.950, p=0.000), and sustainability initiatives (B=0.905, p=0.000) all significantly enhance resource optimisation and operational efficiency. The study concludes that process innovation is a critical driver of operational efficiency in food and beverage firms. Consequently, the study recommends that firms should invest in workflow automation, optimise their supply chains, adopt customer-centric innovation strategies, and integrate sustainability initiatives into operations to maximise resource utilisation and maintain competitive advantage.
YOUTH EMIGRATION AND THE IGBO APPRENTICESHIP SYSTEM IN SOUTH EAST, NIGERIA
This study examined the relationship between youth emigration and the Igbo Apprenticeship System (IAS) in South East Nigeria, focusing on the association between get-rich-quick orientation and IAS-based wealth creation, as well as between formal education and skill development. Anchored on Everett Lee’s push-pull theory (1966), the study adopted a survey research design. The population comprised 6,108 respondents drawn from 10 major markets across South East Nigeria. Using Taro Yamane’s formula, a sample size of 375 was selected through multistage sampling. Data were collected via structured questionnaire and analyzed using descriptive statistics, while hypotheses were tested with the Pearson Product–Moment Correlation Coefficient (PPMCC). Findings indicated a strong significant negative correlation between get-rich-quick syndrome and IAS wealth creation (r = −0.683, p < 0.001), suggesting that higher preference for rapid wealth acquisition is associated with lower engagement in the slow, structured and traditional IAS wealth-creation pathway. Formal education showed a significant positive correlation with skill development (r = 0.511, p < 0.001). The study concludes that both internal and external factors are exerting push-pull pressures threatening the participation of youths in the IAS. It recommends a value-driven orientation campaign by key stakeholders and strategic adjustments within the IAS to strengthen confidence in the system.
RESOURCE UTILIZATION AND PERFORMANCE OF PRIMARY HEALTHCARE DEVELOPMENT CENTRES IN SOUTH-EAST NIGERIA
Persistent underperformance in Primary Healthcare Development Centres (PHDCs) in South-East Nigeria, reflected in high mortality levels and low patient satisfaction, has raised concerns about the effectiveness of resource utilization practices. This study examined the associations between selected resource management practices—budget variance and absenteeism rate—and indicators of healthcare performance, namely mortality rate and patient satisfaction. Anchored on the Resource-Based View (RBV) theory, the study adopted a survey research design and targeted administrative heads of PHDCs across five states in South-East Nigeria, as they are responsible for planning, monitoring, and reporting resource use and performance outcomes. A population of 3,176 administrative heads was identified, from which a sample size of 359 was determined using Taro Yamane’s formula; 299 valid responses were retrieved through a structured questionnaire. Mortality rate and patient satisfaction were measured using administrators’ reports based on institutional records and routine service evaluations rather than direct patient surveys, a limitation acknowledged in the study. Face and content validity of the instrument were established by experts, while reliability was confirmed using Cronbach’s Alpha coefficients ranging from 0.789 to 0.924. Data were analysed using Pearson Product-Moment Correlation. The results showed that budget variance operationalized as deviations between planned and actual health expenditures was significantly and positively associated with mortality rate (r = .703, p < .001), while absenteeism rate was significantly and negatively associated with patient satisfaction (r = −.729, p < .001). The findings indicate that inconsistencies in financial execution and staff availability are strongly related to variations in healthcare performance outcomes. The study concluded that improving healthcare performance in PHDCs requires better alignment between resource planning and operational execution, though causal inferences are not implied by the correlational design. It therefore recommended that strengthened financial monitoring and staff attendance management to support more consistent healthcare delivery.
TRANSNATIONAL LEADERSHIP AND EMPLOYEE ENGAGEMENT IN INTERNATIONAL FRANCHISE HOTELS IN ANAMBRA STATE, NIGERIA
Employee engagement is a critical driver of organizational success, especially in the hospitality industry, where service quality depends on employee commitment, focus, and adaptability. Many international franchise hotels in Nigeria, however, face challenges in sustaining high levels of engagement due to gaps in leadership practices and limited cultural integration. This study examined the impact of transnational leadership on employee engagement in international franchise hotels in Anambra State, Nigeria. The specific objectives were to: assess the effect of cultural intelligence, evaluate the influence of global mindset, determine the impact of cross-cultural communication, and examine the effect of change leadership on employee cognitive engagement. A survey research design was adopted, with structured questionnaires administered to 80 employees across three international franchise hotels. Data were analyzed using descriptive and inferential statistics, including multiple regression analysis. The results indicated that cultural intelligence (B = 0.281, p = 0.033), global mindset (B = 0.250, p = 0.009), cross-cultural communication (B = 0.450, p = 0.001), and change leadership (B = 0.950, p = 0.000) all have significant positive effects on employee cognitive engagement. The study concludes that the dimensions of transnational leadership substantially enhance employee engagement in franchise hotels. It recommends that hotel management invest in cultural intelligence development, cultivate a global mindset, strengthen cross-cultural communication, and implement change-oriented leadership practices to sustain high levels of employee engagement and drive organizational performance.
JOB BURNOUT AND EMPLOYEE’S PERFORMANCE IN SELECTED MANUFACTURING FIRMS IN ENUGU METROPOLIS
This study examined the influence of job burnout on employee’s performance in selected manufacturing firms in Enugu Metropolis. The main objective of this study is to examine how job burnout affects employee performance in manufacturing firms in Enugu Metropolis, specifically to find out the effect of emotional exhaustion of employees on organizational profitability, to ascertain the effect of decrease in personal accomplishment of employees on organizational productivity, and to find out the effect of depersonalization of employees on organizational creativity. The research methodology adopted was survey research design. The study population comprised of one thousand, one hundred and forty two (1,142) staff with a sample size of two hundred and ninety-six (296) determined using Taro Yamane formula and Bowley’s population allocation model. The data was sourced basically through primary and secondary sources by distributing questionnaires to affected respondents to elicit the necessary facts. The chi-square (χ²) statistics was used to test the formulated hypotheses. The study revealed that emotional exhaustion affects employee’s organizational profitability; decrease in personal accomplishment affects employee’s organizational productivity; and depersonalization affects employee’s organizational creativity. Based on the findings, the study recommended that managers of manufacturing firms in Enugu Metropolis should provide vital information about burnout and how employees can prevent it, and should frequently hold seminars to educate employees on the concept of burnout. Managers should also help employees to increase their ability to handle and prevent stress by hiring professionals to teach coping skills and relaxation techniques.
ORGANIZATIONAL PRESSURE AND EMPLOYEES TURNOVER INTENTION IN FOOD PROCESSING COMPANIES IN ANAMBRA STATE, NIGERIA
This study investigated the effect of organizational pressure on employees’ turnover intention in food processing companies in Anambra State, Nigeria. Anchored on the Job Demands–Resources (JD-R) theory, the study adopted a descriptive survey research design. The population comprised 1,213 employees across selected food processing firms, from which a sample of 301 respondents was drawn using Taro Yamane formula. Data were collected through a structured questionnaire and analyzed using multiple linear regression to test the study’s hypotheses. The findings revealed that organizational pressure significantly influences employees’ turnover intention as expressed through job search behavior. Specifically, workload intensity exhibited a significant positive effect on employees’ job search behavior (β = .312, p = .003), indicating that increased workload heightens employees’ desire to seek alternative employment. Time pressure also showed a significant positive influence (β = .288, p = .008), suggesting that persistent deadlines and urgency in task completion contribute to turnover intention. Additionally, role ambiguity had a significant positive effect (β = .197, p = .021), signifying that unclear job expectations foster job search tendencies. Similarly, role conflict significantly predicted job search behavior (β = .156, p = .043), demonstrating that incompatible job demands and conflicting instructions increase employees’ likelihood of leaving the organization. The study concludes that organizational pressures which manifest through high workload intensity, time pressure, role ambiguity, and role conflict, substantially heighten employees’ turnover intention in food processing companies within the state. The study therefore recommends among others that organizations should reduce excessive workload intensity in order to reduce the physical and mental strain on employees, thereby lowering their likelihood of engaging in job search behavior.
GREEN SUPPLY CHAIN MANAGEMENT AND BUSINESS SUSTAINABILITY OF PHARMACEUTICAL INDUSTRY IN ANAMBRA STATE, NIGERIA
This study explored the relationship between Green Supply Chain Management (GSCM) and Business Sustainability within the pharmaceutical industry in Anambra State, Nigeria. The objective was to determine how specific GSCM practices, such as green procurement, transportation, reverse logistics, and manufacturing processes, influenced sustainability outcomes. The research was anchored on the Green Supply Chain Management Theory, which emphasizes the integration of environmental considerations across supply chain operations. A descriptive survey research design was adopted, collecting data through structured questionnaires distributed to employees in selected pharmaceutical firms. Analysis was conducted using descriptive statistics and the Pearson Product Moment Correlation Coefficient method. The findings revealed a significant positive relationship between green procurement practices and operational efficiency, with a correlation coefficient of 0.65; a strong connection between transportation practices and customer satisfaction (correlation coefficient of 0.72); a notable relationship between reverse logistics implementation and environmental compliance, showing a coefficient of 0.68; and a strong link between green manufacturing processes and waste reduction performance, indicated by a coefficient of 0.70. The study concludes that GSCM practices were vital to achieving business sustainability in the pharmaceutical industry. It recommended that firms actively adopt and invest in GSCM strategies to improve operational performance and align with regulatory standards, emphasizing collaboration with suppliers for sustainable sourcing and logistics enhancement as crucial for advancing environmental compliance and overall business success in the industry.
PERFORMANCE EFFECT OF MOBILE PAYMENT SYSTEMS ADOPTION: A STUDY OF SMALL AND MEDIUM ENTERPRISES
Despite the potential of mobile payment systems to mitigate risks associated with cash and facilitate trade, Small and Medium Enterprises (SMEs) in Anambra State have been slow to fully adopt these innovations Hence, this study examined mobile payment systems and business performance of SMEs in Anambra State. The study was anchored on diffusion of innovation theory. The population of the study included unregistered SMEs in rural communities in Anambra State. The study adopted a descriptive research design. The population size was infinite and was determined using Cochran's formula and Taro yamane formula to arrive at a Sample Size of 236. The study used multi- stage sampling which included stratification, proportional probability sampling and Random selection. Data was collected qualitatively using a 5 point Likert scale questionnaire, analysed using correlation analysis, with the statistical package for Social Science (SPSS) version 20. Hypothesis was tested at 5% level of significance. Correlation results confirmed a positive and statistically significant relationship between MPOS adoption and market expansion (r=0.634, p<0.01). The study concluded that mobile payment technologies are highly influential collective predictors of market expansion for rural SMEs. The study recommends prioritizing an aggressive strategy to intensify the strategic deployment and subsidy of mPOS devices across rural Anambra State
MITIGATING STRATEGIC RISK AND PROMOTING SUSTAINABLE RESOURCE CONSERVATION: FOCUS ON SOUTH-EAST NIGERIA CONSTRUCTION FIRMS
This study examined the effect of strategic risk mitigation on sustainable resource conservation among construction firms in South-East Nigeria. The increasing intensity of construction activities in the region has heightened concerns about inefficient resource utilization, environmental degradation, and long-term sustainability challenges. Despite the growing emphasis on sustainability, many construction firms continue to face strategic risks arising from weak planning systems, regulatory uncertainty, technological limitations, and economic instability. Against this backdrop, the study empirically investigated the relationship between risk identification, risk mitigation, and sustainability outcomes in selected large-scale construction firms. A survey research design was adopted. The population comprised 2,505 management staff from 25 registered construction firms across the five states of South-East Nigeria. Using the Taro Yamane formula, a sample size of 345 respondents was determined, while 313 valid responses were analyzed. Data were collected through a structured questionnaire measured on a five-point Likert scale. The instrument was validated through face and content validity and tested for reliability using Cronbach’s alpha. Data were analyzed using descriptive statistics and simple linear regression with SPSS version 27. Findings revealed that risk identification has a significant positive effect on operational efficiency sustainability (R² = .189, F(1,311) = 72.316, p < 0.05), indicating that proactive identification of financial and project-related risks enhances revenue stability and operational performance. More importantly, risk mitigation was found to have a strong and statistically significant effect on resource conservation sustainability (R² = .345, F(1,311) = 163.788, p < 0.05), explaining 34.5% of the variation in sustainable resource conservation practices. The study concludes that strategic risk mitigation significantly enhances resource efficiency, waste reduction, and environmental performance in construction firms. It recommends the institutionalization of comprehensive enterprise risk management systems to strengthen sustainability outcomes in the construction sector of South-East Nigeria.
SMALL AND MEDIUM SCALE ENTERPRISES AND EMPLOYMENT SUSTAINABILITY IN KOGI STATE, NIGERIA
This study investigates the effect of Small and Medium Scale Enterprises (SMEs) on employment sustainability in Kogi State, Nigeria. Specifically, the study examines the extent to which SMEs influence employment sustainability, identifies the mechanisms through which SMEs generate employment opportunities, highlights available small-scale enterprise opportunities, and assesses the challenges facing SMEs in the state. A quantitative research design was adopted, relying primarily on primary data. The study population consisted of 120 SME owners selected from three enterprises, from which a sample size of 80 respondents was determined using the Taro Yamane formula. Data were analyzed using descriptive statistics, while hypotheses were tested using the t-test technique. The results reveal that SMEs have a statistically significant effect on employment sustainability and contribute substantially to employment generation in Kogi State. The findings further indicate that SMEs provide diverse employment opportunities across sectors such as hairdressing, handset repairs, poultry farming, bead making, carpentry, tailoring, bakery operations, and small-scale manufacturing. Based on these results, the study recommends that government interventions aimed at promoting SMEs should be transparent, adequately funded, and devoid of political interference, particularly with respect to financial support. The study concludes that SMEs remain a critical and viable instrument for achieving sustainable employment generation in Kogi State, Nigeria.
CAPACITY NEEDS ASSESSMENT AND PERFORMANCE OF CONSTRUCTION FIRMS IN ANAMBRA STATE, NIGERIA
In developing countries like Nigeria the construction industry continues to record chronic under-performance, limited access to modern equipment, weak management practices, frequent project delays and cost overruns, which impede the performance of construction firms. This study examined the relationship between capacity needs assessment and performance of construction firms in Anambra State. The specific objectives of the study were to investigate how various aspects of capacity needs such as technical expertise and financial capacity, affect performance of construction firms in Anambra State in terms of efficiency and project execution, To achieve these objectives, two research questions and corresponding hypotheses were formulated to guide the study. The study was anchored on Resource-Based View (RBV) theory primarily credited to Jay Barney (1991). It utilized descriptive survey research design. The population of study consist of 10 construction firms in Anambra state. Data were collected from both primary and secondary sources with the questionnaire serving as the major instrument of data collection. The data obtained from primary sources were analyzed using both descriptive and inferential statistical techniques. Descriptive statistics, including tables, simple percentages, and mean scores, were employed to present and summarize the data. For hypotheses testing, inferential statistical techniques, specifically the Pearson Product Moment Correlation (r) technique was employed using the Statistical Package for Social Sciences (SPSS) version 25. The hypotheses were tested at a 0.05 level of significance. Findings revealed that technical expertise and financial capacity have significant positive effect on performance of construction firms in Anambra State in terms of efficiency and project execution. Based on these findings, the study concluded that capacity needs assessment is a critical determinant of construction firm performance in Anambra State. It recommends that construction firms should invest in recruiting qualified technical professionals and engage them in continuous capacity building on modern construction technologies, standards, and methodologies in order to improve operational efficiency.
CORPORATE GOVERNANCE DISCLOSURE AND FINANCIAL PERFORMANCE
This study examined corporate governance disclosure and financial performance of listed deposit money banks in Nigeria. The specific objectives of the study were to investigate whether Corporate Governance Disclosure of the Board of Directors, Corporate Governance Disclosure of Risk Framework and Corporate Governance Disclosure of Whistle-Blowing Policy have a significant effect on Return on Assets of listed Deposit Money Banks in Nigeria. The secondary source of data collection was adopted in the study. The population comprises one hundred and fifty-one (151) firms listed on the Nigerian Exchange Group as at December 31, 2024 while the purposive sampling technique was used to select a sample size of ten (10) listed Deposit Money Banks for the study. Least Square Regression analysis was used to analyze the formulated hypothesis in the study. The findings revealed that Corporate Governance Disclosure of the Board of Directors, Corporate Governance Disclosure of the Risk Framework and Corporate Governance Disclosure of Whistle-Blowing Policy all have a significant effect on Return on Assets of listed Deposit Money Banks in Nigeria. The study recommended that corporate governance disclosure should be detailed in the annual reports of Deposit Money Banks as it relates to the remuneration, appointment, as well as composition of the Board of Directors in Nigerian Banks.
ENTREPRENEURIAL INNOVATION AND THE SUCCESS OF MANUFACTURING FIRMS IN ANAMBRA STATE
This study examined the influence of entrepreneurial innovation on the success of manufacturing SMEs in Anambra State. Two specific objectives, research questions, and hypotheses were formulated with the decomposed variables of the study. The study was anchored on Schumpeter’s creative destruction theory. This study used a descriptive survey design. The study population was 2654, while the sample size was 336, arrived at using Krejcie and Morgan's (1970) formula. Data were collected using a self-administered questionnaire from the random sample of workers at the selected manufacturing SMEs in Anambra State. The simple random and stratified sampling techniques were used for the study. Descriptive statistics (frequency tables and percentages) were adopted for data presentation; however, the Pearson correlation coefficient was applied for hypothesis testing. The study found that entrepreneurial innovation has a significant and positive relationship with a firm’s success. This study concluded that to remain competitive as well as become profitable, manufacturing SMEs operating in Anambra State must embrace innovation and continuously seek ways to be innovate. Hence, manufacturing SMEs can leverage their success by continuously implementing product innovation and process innovation. The study recommended that manufacturing firms need to constantly endeavor to invest in different new product designs and improve on the existing products so as to attain a competitive advantage against competitors.
CUSTOMER RELATION MANAGEMENT PRACTICES AND ORGANIZATIONAL PERFORMANCE: A STUDY OF MOBILE TELECOMMUNICATION FIRMS IN ANAMBRA STATE
This study examined the influence of Customer Relationship Management (CRM) practices on the performance of mobile telecommunication firms in Anambra State, Nigeria. The study was driven by persistent performance challenges in the sector, including network inconsistency, weak customer engagement, inadequate complaint resolution, and declining customer trust, all of which continue to undermine organizational performance despite heightened competition among operators. Customer knowledge as a dimension of CRM was evaluated to determine its effect on firm performance, with customer retention serving as a key performance indicator. Anchored on the Commitment–Trust Theory of Relationship Marketing, the study emphasizes that sustained organizational performance is a product of trust, commitment, and value-driven interactions between firms and customers. Evidence from contemporary empirical literature shows that effective CRM practices significantly enhance customer satisfaction, loyalty, retention, and overall firm performance. Customer knowledge strengthens personalization and predictive decision-making; customer interaction improves communication and responsiveness; service quality drives reliability and customer satisfaction. The study concludes that mobile telecommunication firms in Anambra State can improve performance and gain competitive advantage by adopting integrated, technology-supported, and customer-centric CRM practices. The findings offer practical implications for telecom managers, regulators, and policymakers, and provide scholarly insight for future research on CRM, performance, and customer behavior in emerging markets.
EFFECT OF INFORMATION MANAGEMENT SYSTEMS ON RESOURCE CONTROL: HOSPITALITY FIRMS PERSPECTIVE IN ANAMBRA STATE, NIGERIA
The ability to process and analyze information in a timely manner has become essential for resource utilization and optimization across many organizations, hence necessitating this study to examine the relationship that exists between information management system (IMS) and resource control in hospitality firms in Anambra state, Nigeria. The study adopted a descriptive survey research design, and the population comprised 221 employees of 24 selected hotels across the studied area, and a census method was adopted in terms of sampling. Primary data source was used (structured questionnaire), which passed through face and content validation, and for reliability, Cronbach Alpha method was deployed, and a coefficient of .814 was obtained. Both descriptive and inferential statistics were deployed for the data analysis, and the hypotheses were tested at a 5% significance level using regression analysis. The findings revealed that all the components of IMS (information processing and timely decision support system) had statistically significant effects on operational efficiency. The study, therefore, concluded that improving the information processing and decision-support capabilities of information systems will substantially enhance operational efficiency in the hospitality sector in Anambra State. Based on this, it was recommended that hospitality firms in Anambra State need to invest in advanced information processing and Decision Support Systems (DSS) capable of generating real-time data analytics and predictive insights for the hotels.
INVENTORY MANAGEMENT OPTIMIZATION AND PERFORMANCE OF MAIN POWER ELECTRICITY DISTRIBUTION COMPANY, ENUGU STATE, NIGERIA
This study examined the effect of inventory management optimization on Main Power Electricity Distribution Company (MPEDC), a subsidiary of Enugu Electricity Distribution Company (EEDC), Enugu State. Specifically, the study investigated the relationship between inventory levels and operational efficiency of Main Power Electricity Distribution Company, and the effect of inventory management practices on customer satisfaction within the study area. The study made use of descriptive survey research design. The population of the study consisted of 210 personnel of the company, selected from the main office and the three districts/Feeder wise of the company. The major statistical tools of analysis were frequency tables, percentage as the descriptive statistics, and Pearson Correlation and multiple regression analysis as the inferential statistics. Findings from the study suggest that inventory levels have significant positive effect on operational efficiency; inventory management practices have significant positive effect on customer satisfaction. The study concludes that inventory management optimization is a critical driver of operational, financial and customer-related outcomes within the electricity distribution company in Enugu. The study recommends that Electricity Distribution Companies should maintain optimal inventory levels through real-time tracking and demand forecasting the prevent stockouts and ensure uninterrupted operational activities.
Globalization and change management are intertwined, as globalization drives the need for organizations to adapt and manage change effectively to navigate the complexities of international business and competition. This study empirically examines globalization and its effect on change management of selected companies in Anambra State. The study used a total number of 300 staff of the selected companies which is randomly selected from staff population of 1,200. Three hypotheses were designed to guide the study and data collected for the study were analyzed using one-way analysis of variance. The result showed that change in technology has a significant effect on performance in management and that changes in customer satisfaction has a significant effect on customer’s patronage. The result also revealed that cultural change as a result of globalization has a significant effect on change management in selected companies in Anambra State. And that impact of the profitability of the companies before and after globalization significantly affect change management. It was concluded that we cannot escape globalization, Nigerian should stop watching it as a paradox. The leaders of this nation state must wake up to the challenge and restructure the country’s economic, social and political institution. Based on the findings of the study, it was recommended that government should provide enabling business environment for companies by formulating smart policies that should promote high-quality education, raise productivity by building modern infrastructure and promoting science and technology to meet their current needs.
Customer Journey Mapping in the Age of E-commerce: Insights from Millennials in South-East Nigeria
This study investigates the impact of customer journey mapping on e-commerce behaviors among millennials in Southeast Nigeria. Focusing on four key dimensions: website usability, trust in digital payment systems, mobile responsiveness, and post-purchase support—the research examines how these factors influence purchase decisions, customer satisfaction, retention, and loyalty. Data were collected via questionnaires distributed to millennials in select federal and state universities across Anambra, Enugu, and Imo states, achieving a 62% response rate. Using statistical analysis, the study found significant positive relationships between each journey element and corresponding consumer outcomes, underscoring the importance of a seamless, secure, and responsive digital shopping experience. The findings offer practical insights for e-commerce businesses seeking to enhance millennial engagement and competitiveness in Nigeria’s growing online market. The study recommended that there should be improving website design, strengthening payment security, optimizing mobile platforms, and enhancing post-purchase services. This research contributes to the understanding of digital consumer behavior in developing economies and supports strategies for effective customer journey management.
EFFECT OF WORKPLACE DIVERSITY ON EMPLOYEES’ PERFORMANCE OF SEVEN-UP BOTTLING COMPANY LIMITED, KADUNA, NIGERIA.
This study examined the effect of workplace diversity on employee performance at Seven-Up Bottling Company in Kaduna, Nigeria. A survey research design was employed, and a sample of 250 employees was selected from a population of 526 using stratified random sampling. The Taro Yamane formula was used to determine the sample size. The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS version 4. The results revealed that age diversity and religious diversity have significant positive effects on employee performance, while ethnic diversity does not have a significant positive effect. The findings have implications for human resource management practices, particularly in promoting diversity and inclusion in the workplace. The results of this study contribute to the existing literature on workplace diversity and employee performance, offering insights into the Nigerian context.
PROMOTIONAL STRATEGIES AND RETAIL SALES PERFORMANCE IN KANTIN-KWARI FABRICS AND TEXTILES MARKET, KANO STATE, NIGERIA
The presence of multinational corporations in our local markets, with a particular reference to Chanise companies engaging in retail marketing, poses a threat to the retail sales performance of indigenous retailers. The objective of the study is to examine the impact of promotional strategies on retail sales performance in Kwari Market, Kano. Primary data was collected using a questionnaire and administered to 384 respondents selected in the Kwari Market as a sample to represent the entire population of the study. The data were analyzed using SPSS version 26, where frequency tables, percentages, means, and standard deviation were used for descriptive analyses, while inferential statistics: Pearson Product-Moment Correlation and Multiple Regression Analysis were used to test the study hypotheses at a 95% confidence level. The research results indicate a significant positive relationship between Advertising, Sales promotion, Personal Selling, Public relations, and retail sales performance in the Kwari Market, Kano. The research recommends that retail business owners should embark on sales promotion to increase their sales performance, looking at the peculiarities of the market.
SERVICE QUALITY AND CUSTOMERS PATRONAGE IN FAST FOOD OUTLETS IN AUCHI METROPOLIS, EDO STATE NIGERIA
This study focuses on the effect of service quality and customers patronage in fast food outlets in Auchi Metropolic, Edo State Nigeria. Specifically, the study's aims to assess the influence of food quality on customer loyalty among fast food outlets in Auchi metropolis, to examine the influence of customer value on customer loyalty among fast food outlets and also to examine the impact of empathy service on repeated purchase among fast food outlets in Auchi. To achieve this objective, the study adopted a descriptive survey research drawn from an infinite population, of which a sample of 361 fast foods in Auchi metropolis was randomly selected using Cochran’s sample size technique. The data obtained through a structured questionnaire were analysed using both descriptive statistic and Pearson Product Moment correlation at 5% significance level. The findings reveal that there is positive significant relationship between quality food and customer loyalty. The findings further indicate positive correlation between customer value and customer patronage while there is also significant relationship between empathy service and customer repeated purchase in Auchi metropolis. The study therefore among others recommends that food outlets should prioritize and maintain high food quality standard to maintain customers loyalty and also fast food outlets should train their staffs on how to show empathy towards customers concerns and needs that will create a positive customer experience, leading to increased repeated purchases.
CAREER PLATEAU AND EMPLOYEE PERFORMANCE IN PUBLIC TERTIARY INSTITUTIONS IN ANAMBRA STATE, NIGERIA
The study examined the relationship between career plateau and employee performance in Anambra state public tertiary institutions. The specific objectives of this were to examine the relationship between static salary and skills enhancement and determine the relationship between reduced motivation and continuous improvement. The study adopted descriptive survey research design and data were obtained from primary sources using a structured questionnaire. The Sample size was derived with Taro Yamane's sample size determination formula and the hypotheses were tested with Pearson Product Moment Correlation Coefficient using Statistical Package for Social Sciences version 27. The results revealed that there is a significant negative relationship between static salary and skills enhancement. Results further indicated that there is a negative significant relationship between reduced motivation and continuous improvement. The study's findings unequivocally revealed a statistically significant negative relationship between career plateau and employee performance in Anambra state public tertiary institutions. The study recommended that tertiary institutions need to adopt performance-based pay structures, adjusting salaries to reflect employees' expanding skill sets and professional growth. Also, institutions need to prioritize employee motivation to drive continuous improvement.
JOB AUTONOMY ON THE PERFORMANCE OF EMPLOYEES IN PRIVATE TERTIARY INSTITUTIONS IN NASARAWA STATE
This study examines the effect of job autonomy on the performance of employees in private tertiary institutions in Nasarawa State, Nigeria, focusing on decision-making autonomy and work scheduling autonomy. The study’s population comprised all academic and non-academic staff in registered private tertiary in Nasarawa State: Bingham University (New Karu), Ave Maria University (Piyanko), and Mewar International University (Masaka). The sample size was determined using Cochran’s (1963) formula, which produced 384 respondents; to account for possible non-responses, the sample was increased by 30%, resulting in a final sample of 499 respondents. A multistage sampling technique was employed, using proportionate allocation across the universities, stratified random sampling to group staff into academic and non-academic categories, and simple random sampling to select respondents from each stratum. Data were collected through structured questionnaires and analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). This study shows that both decision-making autonomy and work scheduling autonomy had a positive and statistically significant effect on employee performance. The findings showed that both dimensions had a positively and significantly affect employee performance. Based on the findings, the study recommends that private tertiary institutions in Nasarawa State adopt policies that enhance employee participation in decision-making and provide flexible scheduling arrangements to boost motivation, engagement, and productivity.