Continuous Process Improvement and Customer Satisfaction of Selected Food and Beverage Companies in South-West, Nigeria

Abstract

The food and beverage manufacturing sector is a highly competitive and dynamic industry. Organizations in this sector must be proactive in identifying corporate strategies to enhance business sustainability. One of the key strategies for optimum performance is the application of continuous process improvement through customer satisfaction. This study examined the influence of Continuous Process Improvement on Customer Satisfaction in some selected Food and Beverage Companies in South-West Nigeria. A descriptive research design was adopted for the study, with a questionnaire as the research instrument. The sample size was restricted to 400, using a stratified random sampling technique for sample selection. The basic criteria for inclusion in the sample were job rank and organizational tenure of five years or more. A Four-rating Likert Scale questionnaire with reliability coefficients above 0.76 was used to obtain data from the respondents. Data collected were analysed by using both descriptive and inferential statistics. The main hypothesis for the study was tested by using regression analysis at 0.05 level of significance. The findings of the study revealed that Continuous Process Improvement does not have a statistically significant influence on Customer Satisfaction. The study concluded that Continuous Process Improvement is very important in maximizing customer satisfaction in the Food and Beverage sector. However, it was recommended that as a result of the insignificant relationship between continuous process improvement and customer satisfaction, companies in this industry should focus on other factors such as product quality, customer service, and pricing to improve customer satisfaction. In addition, these organizations also need to align their improvement process needs with the demands of customers in order to boost customers’ delight.