Internal Business Process and the Performance of Brewing Firms in Enugu State Nigeria

• Post by: ams
• August 11, 2023
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ABSTRACT

The study evaluated the effect of Internal Business Process on the Performance of Brewing Firms in Enugu State/South East, Nigeria. The specific objectives are to; Examine the effect of operational processes on the quality of services delivery by brewing firms in Enugu state/South East, Nigeria; evaluate the effect of customer management process on the profitability of brewing firms in Enugu State/South East, Nigeria and determine the effect of innovation process on the sales volume of brewing firms in Enugu State/South East, Nigeria. The population of the study was two thousand and thirty-five employees (2035) made up of senior, middle and junior employees of three selected brewing firms in south- East Nigeria. The study used the survey approach and stratified random sampling. The primary source was the administration of questionnaire. The adequate sample size of 323 was determined using Freund and William’s statistic formula. 207 staff returned the questionnaire and accurately filled. The hypotheses were analyzed using   Z-test statistic tool. The findings indicated that Operational process had positive significant effect on the quality service delivery of breweries in South East, Nigeria Z (95, n = 207) = 6.255 < 8.202, p > 0.05. Customer management process had positive significant effect on the profitability of breweries in South East, Nigeria Z (95, n = 207) =5.300 < 7.037, p > 0.05. Innovation process had positive significant effect on the sales volume of breweries in South East, Nigeria Z (95, n = 207) = 6.134 < 7.802, p > 0.05. The study concluded that Operational process, Customer management process and Innovation process had positive significant effect on the quality service delivery, the profitability and sales volume of breweries in South East, Nigeria.  The study recommended among others that: Nigeria breweries and other organizations should work hard on all these service quality areas to improve its service quality and customer satisfaction.

Keywords: Internal Business Process; Performance of Brewing Firms; South-East Nigeria

Authored By
Udeh, Ifeyinwa Ebere

FULL PDF   |  DOI: 10.5281/zenodo.8237653