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- W2608308385 abstract "Business Process Reengineering (BPR) is the method by which the existing business practices are designed and changed to achieve dramatic improvement in organizational performance. Organizational re-engineering is often directed towards customer satisfactions and retention for profitability and competitiveness. But most organizational re-engineering are often implemented without measuring customer responses in order to improve their present and future performance. This study assess customer responses in selected food and beverages industry in order to further make strategic decision for improved performance and competitiveness. Two hypotheses were tested to determine, whether: there is a significant relationship between customer satisfaction and quality product; there is a significant relationship between price and customer retention. Survey research method was adopted for the study and 2150questionnaires were given to the respondents which were selected randomly, out of which 1900 returned duly completed and properly filled questionnaires. Correlation was used to test the hypotheses for data analysis. Findings show that provision of quality product enhances customer satisfaction and competitive prices in the industry improved customer retention. The study recommends that BPR should be used by company for production of quality product, quick service delivery, charging of reasonable price, cost reduction which result in profitability and cost savings for the company in the long run." @default.
- W2608308385 created "2017-05-05" @default.
- W2608308385 creator A5024785042 @default.
- W2608308385 date "2014-01-01" @default.
- W2608308385 modified "2023-09-27" @default.
- W2608308385 title "BUSINESS PROCESS RE-ENGINEERING AND CUSTOMER RESPONSES IN SELECTED FOOD AND BEVERAGES COMPANIES IN LAGOS STATE" @default.
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