ABSTRACT

This research work is carried out to investigate the effect of total Quality management practices on customer retention and satisfaction taking 7-Up Nigeria Bottling Company Pfc Aba Ahia Slate as a case study. The specific objectives of the study are to determine the effect of total quality management practices on customer retention and satisfaction. To determine the factors affecting the practice of total quality management in 7Up Bottling Companies. To examine the different practices in total quality management and its effect on customer retention and satisfaction in 7Up Bottling Companies. The research adopted the survey descriptive research design, the population for this study was 270 staff while the sample size was 161 which were determined using Taro Yamane formula. The instrument for data collection was mostly questionnaire and interview and the sources of data primary source. The data were analyzed using simple regression statistical tools and analysis of variance (ANOVA). The study concluded that there is significant relationship between total quality management practices and customer retention and satisfaction in 7Up Bottling Companies. Thar there is significant relationship between the factors affecting the practice of total quality management in 7Up Bottling Companies. There is significant and positive relationship between employees' involvement and total quality management (TQM) practices. That there is significant relationship between the different practices in total quality management and its effect on customer retention and satisfaction in 7Up Bottling Companies. The researcher made the recommendations that since there is significant relationship between total quality management (TQM) and organizational productivity in 7-Up Nigerian Bottling Company Pie, the management of 7-Up Nigerian Bottling Company Pie should as a mailer of fact practice TQM in the organization.