DOCSLIB.ORG

Addis Ababa University College of Business and Economics School of Commerce Graduate Studies

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Addis Ababa University College of Business and Economics School of Commerce Graduate Studies Measuring Customer Based Brand Equity: Evidence from the Ethiopian Bottled Water Market By: Ephrem Bogale Addis Ababa University College of Business and Economics School of Commerce Graduate Studies A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment of the Requirements for the Degree of Masters of Arts in Marketing Management Advisor: Berhanu Denu (PhD) June, 2015 Addis Ababa Declaration I, Ephrem Bogale Shiferaw, declare that the study entitled “Measuring Customer based Brand Equity: Evidence from the Ethiopian Bottled water market” is the result of my own effort in research undertaking. The study has not been submitted to any degree or Diploma in any college or university. It is submitted to Addis Ababa University College of Business and Economics, School of Commerce in partial fulfillment of the requirements for the Degree of Masters of Arts in Marketing Management. Statement of Certificate This is to certify that Ephrem Bogale Shiferaw has carried out his research work on the topic of “Customer Based Brand Equity: Evidence from the Ethiopian Bottled water market” for the partial fulfillment of Masters of Arts Degree in Marketing Management at Addis Ababa University College of Business and Economics school of commerce. This study is an original work and not submitted earlier for any degree either at this university or any other university and is suitable for submission of Master’s Degree in Marketing Management. Advisor: Brhanu Denu (PHD) BOARD OF EXAMINERS APPROVAL SHEET ADDIS ABABA UNIVERSITY COLLEGE OF BUSINESS AND ECONOMICS SCHOOL OF COMMERCE Measuring Customer Based Brand Equity: Evidence from the Ethiopian Bottled Water Market. By Ephrem Bogale Approved by Board of Examiners Advisor Signature Internal Examiner Signature External Examiner Signature Acknowledgments I take this opportunity to express my profound gratitude to Addis Ababa University, for giving me the chance to pursue my graduate studies in marketing management. I would like to thank my advisor Dr. Brhanu Denu for the useful comments, remarks and Advises. Furthermore I would like to thank my friends for helping me in administering the survey questioner of this study. I also like to thank the participants of the survey, who have willingly shared their opinion by scarifying their precious time during the process of data collection. Last but not least, my thanks go to my family members and everyone, who supported me throughout the process of this thesis. I will be grateful. ` Table of Contents Declaration ................................................................................................................................ ii Statement of Certificate ........................................................................................................... iii Acknowledgments..................................................................................................................... v List of tables ........................................................................................................................... viii List of Figures .......................................................................................................................... ix Acronyms and Abbreviations ................................................................................................... x Abstract .................................................................................................................................... xi Chapter One - Introduction ....................................................................................................... 1 1.1. Background ................................................................................................................ 1 1.2. Statement of the problem ........................................................................................... 7 1.3. Research question ....................................................................................................... 9 1.4. Research Objectives ................................................................................................... 9 1.5. Definition of terms ................................................................................................... 10 1.6. Significance of the study .......................................................................................... 10 1.7. Scope and delimitation of the study ......................................................................... 11 1.8. Organization of the study ......................................................................................... 11 1.9. Ethical issues ............................................................................................................ 12 Chapter Two - Literature Review ........................................................................................... 13 2.1. Theoretical Review .................................................................................................. 13 2.1.3. Customer Based brand Equity .............................................................................. 16 2.1.4. Measuring consumer based brand Equity ............................................................. 17 2.1.5. Customer Based Brand Equity Models ................................................................ 18 2.1.5.1. Aaker’s Brand Equity model ............................................................................ 18 2.1.5.2. Keller’s Brand Equity Model ............................................................................ 19 2.1.5.3. Yoo and Donthu (2001) Brand equity model ................................................... 21 2.2. Empirical Evidence .................................................................................................. 23 2.2.1. Validity of Yoo and Donthu Brand equity scale .................................................. 23 2.2.2. Studies based onYoo and Donthu’s (2001) work ................................................. 25 2.2.3. Previous CBBE Studies in the Ethiopian Context ................................................ 27 2.3. Conceptual framework ............................................................................................. 28 2.3.1. Research Hypothesis............................................................................................. 30 Chapter Three - Research Methodology ................................................................................. 32 3.1. Study design ............................................................................................................. 32 3.2. Source of data ........................................................................................................... 32 3.3. Population and Sample design ................................................................................. 32 3.4. Research instrument ................................................................................................. 34 3.5. Data Analysis methods ............................................................................................. 35 3.6. Model Evaluation criteria ......................................................................................... 35 Chapter Four - Data presentation and Analysis ...................................................................... 40 4.1. Data Screening ......................................................................................................... 40 4.2. Data Analysis ........................................................................................................... 40 4.3. Confirmatory factor Analysis ................................................................................... 46 4.3.1. Convergent and Discriminiant Validity ................................................................ 47 4.3.2. Goodness of fit of the measurement model .......................................................... 50 4.4. Structural Equation Modelling ................................................................................. 50 4.4.1. Goodness of fit of the Structural model ................................................................ 51 4.4.2. Regression weights and standardized Regression Weight Analysis .................... 52 4.4.3. Squared multiple correlation analysis ................................................................... 53 4.5. Discussion ................................................................................................................ 55 Chapter Five - Conclusion and Recommendation .................................................................. 58 5.1. Conclusion ................................................................................................................ 58 5.2. Recommendation ...................................................................................................... 59 5.3. Limitations and Further Research ............................................................................ 61 Reference ................................................................................................................................ 63 APPENDIX A SURVAY INSTRUMENTS ...................................................................... 68 APPENDIX B CORRELATION MATRIX OF THE DATA SET ................................... 76 APPENDIX C MEAN S. D., SKEWNESS & KUROTOSIS ............................................ 77 APPENDIXD MEASURMENT MODEL & MODEL FITSUMMARY ......................... 78 APPENDIXE THE
Load more

Recommended publications
  • July 2021 No 172, Volume 15
    July 2021 - Volume 15 No 172 Summary Equity Markets The TEDPIX index increased by 9.4% and the junior Farabourse (IFB) index increased by 2% in IRR terms over the course of June 2021. Based on the unofficial exchange rate, the month- on-month gain in dollar terms was 5% on the Tehran Stock Exchange (TEDPIX); however, the Farabourse market lost 2%. This was partly due to the 4% depreciation of the IRR versus the USD over the month. Debt Markets For the start of the Iranian calendar year 1400 (March 2021) to the end of June, the total issuance on the fixed income market amounted to 1.1 billion US$ based on the unofficial exchange rate. Yield to maturity (YTM) fell to 21% at the end of June. Economic Review This issue reviews the latest developments in foreign exchange rate market and Iranian Purchasing Manager Index (PMI) in the Iranian economy. In addition, we have included a separate report covering the latest macroeconomic data published by relevant organizations and senior macroeconomic strategists in a fact- sheet summary, as well as an economic calendar released by local and international statistics centers. Photo by: Zeeenshop, Tehran, Iran www.zeeen.ir 1 Iran Investment Monthly Table of Contents 3 Market Overview 5 Performance & Updates 6 Historic Trends & Sector Insight 7 Industry at a Glance 8 Market Snapshot 9 TSE & Junior Market Performance 10 Top Ranked Companies 11 Iran’s Fixed Income Market 13 Economic Review 13 Latest Updates 15 Macroeconomic Data 16 News & Views 16 Recent Brokerage Reports 16 Turquoise News 17 Turquoise Group 2 Iran Investment Monthly Market Overview July 2021 Volume 15 No 172 Market Overview Whilst the strengthening IRR since the start of the year contributed positively towards the index (YTD up by 9.9%), the major impact for the month was due to commodity producers.
    [Show full text]
  • Application of ICP-OES in the Comparative Analysis of a Used
    Global Journal of Science Frontier Research Chemistry Volume 12 Issue 2 Version 1.0 February 2012 Type : Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA) Online ISSN: 2249-4626 & Print ISSN: 0975-5896 Application of ICP-OES in the Comparative Analysis of a Used and Fresh Gasoline Motor Oil By Behnam Rahimi, Abolfazl Semnani, Alireza Nezamzade Ejhieh, Hamid Shakoori Langeroodi, & Massoud Hakim Davood Islamic Azad University, Shareza, Ifahan, IRAN Abstract - In a fresh and 14500 km used oil, viscosity, viscosity index, flash point, pour point, specific gravity, color, total acid number, total base number, water content, as well as concentrations of twenty four elements, were determined. The mineral baesd, gasoline motor oil Speedy SL, from Sepahan Oil Company was chosen for study. The physical properties were characterized by ASTM protocols. The elemental analysis was performed by inductively coupled plasma- optical emission spectroscopy (ICP-OES) . The results indicate that after the application of fresh oil, both of the physical properties and elemental concentrations have been changed significantly. Possible reasons for the observed variations have been discussed. Keywords : Oil Analysis, ICP-OES, mineral oils, gasoline oil,used oil. GJSFR-B Classification: FOR Code: 030503 Application of ICP-OES in the Comparative Analysis of a Used and Fresh Gasoline Motor Oil Strictly as per the compliance and regulations of: © 2012. Behnam Rahimi, Abolfazl Semnani, Alireza Nezamzade Ejhieh, Hamid Shakoori Langeroodi, & Massoud Hakim Davood.This is a research/review paper, distributed under the terms of the Creative Commons Attribution-Noncommercial 3.0 Unported License http://creativecommons.org/licenses/by-nc/3.0/), permitting all non commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
    [Show full text]
  • Volume 5 Issue 2– February 2016
    Volume 4 Issue 6– June 2015 Volume 5 Issue 2– February 2016 Editorial Board American Journal of Engineering Research (AJER) Dr. Moinuddin Sarker, Qualification :PhD, MCIC, FICER, Dr. June II A. Kiblasan MInstP, MRSC (P), VP of R & D Qualification : Phd Affiliation : Head of Science / Technology Specialization: Management, applied Team, Corporate Officer (CO) sciences Natural State Research, Inc. 37 Brown House Road (2nd Floor) Country: PHIILIPPINES Stamford, CT-06902, USA. Dr. Narendra Kumar Sharma Dr. Jonathan Okeke Qualification: PHD Affiliation: Defence Institute of Physiology Chimakonam and Allied Science, DRDO Qualification: PHD Specialization: Proteomics, Molecular Affiliation: University of Calabar biology, hypoxia Specialization: Logic, Philosophy of Country: India Maths and African Science, Country: Nigeria Prof. Dr. Shafique Ahmed Arain Qualification: Postdoc fellow, Phd Dr. ABDUL KAREEM Affiliation: Shah abdul Latif University Qualification: MBBS, DMRD, FCIP, FAGE Khairpur (Mirs), Affiliation: UNIVERSITI SAINS Malaysia Specialization: Polymer science Country: Malaysia Country: Pakistan Dr. Alcides Chaux Dr. sukhmander singh Qualification: MD Qualification: Phd Affiliation: Norte University, Paraguay, Affiliation: Indian Institute Of South America Technology, Delhi Specialization: Genitourinary Tumors Specialization : PLASMA PHYSICS Country: Paraguay, South America Country: India Dr. Md. Nazrul Islam Mondal Dr. Nwachukwu Eugene Nnamdi Qualification: Phd Qualification: Phd Affiliation: Rajshahi University, Affiliation: Michael Okpara University of Bangladesh Agriculture, Umudike, Nigeria Specialization: Health and Epidemiology Specialization: Animal Genetics and Country: Bangladesh Breeding Country: Nigeria Volume-5 Issue-2 S.No. Manuscript Title Page No. Influence of Chlorine Induced Corrosion and Temperature of Exothermic 01. Reaction on Failure of Methyl Isocyanate (MIC) Storage Tanks 01-09 Chennakesava R Alavala Assessment of groundwater vulnerability and sensitivity to pollution in 02.
    [Show full text]
  • Monitoring of the Physical and Chemical Properties of a Gasoline Engine Oil During Its Usage
    Hindawi Publishing Corporation Journal of Analytical Methods in Chemistry Volume 2012, Article ID 819524, 8 pages doi:10.1155/2012/819524 Research Article Monitoring of the Physical and Chemical Properties of a Gasoline Engine Oil during Its Usage Behnam Rahimi,1 Abolfazl Semnani,2 Alireza Nezamzadeh-Ejhieh,1 Hamid Shakoori Langeroodi,3 and Massoud Hakim Davood4 1 Department of Chemistry, Shahreza Branch, Islamic Azad University, Isfahan, Shasreza 86145-311, Iran 2 Department of Chemistry, Faculty of Sciences, University of Shahrekord, Shahrekord 88186-34141, Iran 3 R&D Unit, Barzin Sepand Sepahan Company, Dehagh Industrial City, Isfahan 19615-134, Iran 4 Quality Control Unit, Sepahan Oil Company, Isfahan 15119-15513, Iran Correspondence should be addressed to Abolfazl Semnani, [email protected] Received 7 November 2011; Revised 23 January 2012; Accepted 24 January 2012 Academic Editor: FakhrEldin O. Suliman Copyright © 2012 Behnam Rahimi et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. Physicochemical properties of a mineral-based gasoline engine oil have been monitored at 0, 500, 1000, 2000, 3500, 6000, 8500, and 11500 kilometer of operation. Tracing has been performed by inductively coupled plasma and some other techniques. At each series of measurements, the concentrations of twenty four elements as well as physical properties such as: viscosity at 40 and 100◦C; viscosity index; flash point; pour point; specific gravity; color; total acid and base numbers; water content have been determined. The results are indicative of the decreasing trend in concentration of additive elements and increasing in concentration for wear elements.
    [Show full text]
  • Content of Wax During Dewaxing Process: Adopting a DOE Method
    Iranian Journal of Oil & Gas Science and Technology, Vol. 2 (2013), No. 1, pp. 01-08 http://ijogst.put.ac.ir An Experimental Study on the Operational Factors Affecting the Oil Content of Wax during Dewaxing Process: Adopting a DOE Method M. H. Eghbali, A. R. Solaimany Nazar *, and T. Tavakoli Department of Chemical Engineering, University of Isfahan, Isfahan, Iran Abstract The oil content of the wax produced in a dewaxing process is the key economic parameter that should be reduced as much as possible. Some factors such as the type of solvents, cooling rate, temperature, and solvent to oil ratio influence the dewaxing process. Due to the fact that crude oil differs from place to place and since the operational conditions for wax extraction vary for different types of crude oil, the objective of this work is to study the operational conditions for wax production from an Iranian raffinate sample used in Sepahan Oil Company. All the experiments are conducted based on a design of experiment (DOE) technique for minimizing the oil content of the wax produced. The effects of five factors have been determined quantitatively and appropriate levels are suggested for reducing the oil content. The results show that the solvent ratio, solvent composition, and cooling rate play the most important role in minimizing the oil content of the produced wax. Keywords: Oil Content, Wax, Dewaxing Process, Design of Experiment 1. Introduction Paraffinic wax of petroleum mixtures can precipitate when temperature decreases during oil production through a dewaxing process. The storage of waxy crude stream is difficult as it produces a great amount of gel and sludge in the storage tank.
    [Show full text]
  • December 2013 Publication of LUKOIL Lubricants Company
    Publication of LUKOIL Lubricants Company December 2013 (LLK-International) New Year is a holiday longed for by perhaps all people on Earth. Let the New Year give you belief that it will be a year of new achievements, successes and fulfilments! Be healthy and happy. I wish you a festive spirit! LUKOIL President V. Yu. Alekperov LUKOIL Chairman G. M. Kiradiev CONTENTS 2 HAPPY NEW YEAR! 6 3 FORUM Moscow International Lubricants Week 2013 6 CORPORATE AFFAIRS LUKOIL brand is synonymous with carefully calibrated and effective movement forward 8 PARTNERSHIP Breakthrough in Ukraine 12 10 Northern supply lines 12 LUKOIL lubricants in Georgia 14 LUKOIL lubes for key clients in Romania and Macedonia 16 LUKOIL starts producing lubes in Austria 16 18 Road to China 20 NEWS 20 «МАСЛА@ЛУКОЙЛ» #4 December 2013 "Масла@ЛУКОЙЛ" is a publication of LLK-International Publisher: RPI Address: LLK-International, 6 Malaya Yakimanka, Moscow 119180 Phone: +7 (495) 980 39 12 e-mail: [email protected] Press run: 2,000 The magazine is registered by the Federal Service for Media Law Compliance and Cultural Heritage. Registration certificate ПИ №ФС77-28009 1 Dear Colleagues, Dear friends! t’s a tradition that before New In 2013, we continued supplies IYear we summarize the outgo- to AVTOTOR Company as LUKOIL ing year, thoroughly weigh past de- GENESIS engine oils became the velopments and ask ourselves what first fill lubricants for Opel and has been done. Was it done well? Chevrolet, while LUKOIL gear oils Effectively? How can we improve our became the first fill oils for engines performance? of Hyundai trucks and KIA cars.
    [Show full text]
  • Documents on Display
    Annual Report on Form 20-F 2016 As filed with the Securities and Exchange Commission on March 7, 2017 UNITED STATES SECURITIES AND EXCHANGE COMMISSION Washington, D.C. 20549 FORM 20-F (Mark One) ‘ REGISTRATION STATEMENT PURSUANT TO SECTION 12(b) or 12(g) OF THE SECURITIES EXCHANGE ACT OF 1934 Or Í ANNUAL REPORT PURSUANT TO SECTION 13 or 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 For the fiscal year ended December 31, 2016 Or ‘ TRANSITION REPORT PURSUANT TO SECTION 13 or 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 For the transition period from to Or ‘ SHELL COMPANY REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 Commission file number: 1-13334 Commission file number: 1-13688 RELX PLC RELX NV (Exact name of Registrant as specified in its charter) (Exact name of Registrant as specified in its charter) England The Netherlands (Jurisdiction of incorporation or organisation) (Jurisdiction of incorporation or organisation) 1-3 Strand, London, WC2N 5JR, England Radarweg 29, 1043 NX, Amsterdam, The Netherlands (Address of principal executive offices) (Address of principal executive offices) Henry Udow Jans van der Woude Company Secretary Company Secretary RELX PLC RELX NV 1-3 Strand, London, WC2N 5JR, England Radarweg 29, 1043 NX, Amsterdam, The Netherlands 011 44 20 7166 5500 011 31 20 485 2222 [email protected] [email protected] (Name, telephone, e-mail and/or facsimile number and address of (Name, telephone, e-mail and/or facsimile number and address of Company Contact Person) Company Contact Person)
    [Show full text]
  • Vania Nic Tadbir Audit Firm Certified Public Accountants Reg.No : 28650 Tehran Office: Unit 3, No. 8, Goldan St, Africa Blvd (Jordan), Tehran
    Vania Nic Tadbir Audit Firm Certified Public Accountants Reg.No : 28650 Tehran Office: Unit 3, No. 8, Goldan St, Africa Blvd (Jordan), Tehran. Tel : +98 21 22031476-7 Fax : +98 21 22031487 Mashhad Office: : Unit A , 5th floor, Aseman Tower , Janbaz St. Mashhad Tel : +98 511 7664340 Fax : +98 511 7664341 www.vanianic.com Email : [email protected] Audit , Management/Financial consultancy and Accountancy Services Approved: - Iranian Association of Certified Public Accountants.(grade “A”) -Securities and Exchange Organization-(“Accredited Accountants”) (Grade “1”) -Central Insurance company of IRAN. - Iranian Institute of Chartered Accountant - International Membership of - International Membership of Page 1 PROFESSIONAL SERVICES OF Vania Nic Tadbir PROFILE Of The Firm The firm is managed by a strong team of partners and managers majority of whom are members of certified public accountants in Iran. Like any of the modern and internationally minded accounting firm, we have consistently and success fully tried to provide practically all business –related services which a client may need. Vania Nic Tadbir provides its clients with a broad range of services which include audits and investigations, full range of consultancy services on business related subjects, taxation, commercial law, fully mechanized accounting services, and design and marketing of business system. In context to vast experiences of the partners in the audit firm, many companies and numerous organizations have benefitted from Auditing and Legal Inspectors services of Vania Nic Tadbir. Vania Nic Tadbir Audit Firm is authorized by IACPA, IICA (Members of IFAC), accredited accounts approved by securities and exchange organization the Ministry of Industries and Mines, the Consumers and Manufactures Protection Organization and also IATA Organization.
    [Show full text]
  • Ponle Salu.Pdf (4.174Mb)
    Deducing Requirements From Agile Software Processes by Ponle Salu A thesis presented to the University of Waterloo in fulfillment of the thesis requirement for the degree of Master of Applied Science in Management Sciences Waterloo, Ontario, Canada, 2014 © Ponle Salu 2014 AUTHOR'S DECLARATION I hereby declare that I am the sole author of this thesis. This is a true copy of the thesis, including any required final revisions, as accepted by my examiners. I understand that my thesis may be made electronically available to the public. ii Abstract In classical engineering practice, the elicitation of requirements is an important early project phase. Requirements help to define the project goals and scope, they serve as a basis for cost estimation, and in validated projects they are the cornerstone of the traceability matrix. However, requirements elicitation is difficult because of the abstract nature of the process and because there is uncertainty at the start of a project about what can be done. In recent software development practice, waterfall methods have fallen into disfavor, and agile methods are preferred. Agile methods avoid formal requirements specification, and instead use techniques such as scrums and user stories to specify development phases that are performed iteratively. In agile methods, requirements remain implicit and undocumented. While agile may avoid the difficulties of formal elicitation of requirements, it may in the process bypass the activity of analysis of user needs, and the generation of a baseline against which the implemented system can be validated. In this thesis we show that requirements can be deduced from the user stories and process maps that result from agile methodologies.
    [Show full text]
  • September 2020 No 163, Volume 14
    September 2020 - Volume 14, No 163 Summary Equity Markets The TEDPIX index and junior Farabourse (IFB) declined 9% and 8% in IRR terms during this month ending August 2020, respectively. Based on the unofficial exchange rate, the month-on-month loss in dollar terms was 11% in TSE and 9% in Farabourse market. We anticipate the stock market has entered into a bearish territory and the correction will continue. Debt Markets For the start of the Iranian calendar year 1399 (March 2020) to end June, total issuance on the fixed income market reached 3.9 billion US$ based on the unofficial exchange rate. Yield to maturity (YTM) remained stable at 18.9% at the end of August. Economic Review This issue reviews the latest developments in foreign exchange rate market, Iranian Purchasing Manager Index (PMI) and trade balance in the Iranian economy. In addition, we have included a separate report covering the latest macroeconomic data published by relevant organizations and senior macroeconomic strategists in a fact-sheet summary, as well as an economic calendar released by local and international statistics centers. Masule, Iran Photo by: Amin Safaripourn 1 Iran Investment Monthly Table of Contents 3 Market Overview 3 Market Update 6 Performance & Updates 7 Historic Trends & Sector Insight 8 Industry at a Glance 9 Market Snapshot 10 TSE & Junior Market Performance 11 Top Ranked Companies 12 Iran’s Fixed Income Market 14 Economic Review 14 Latest Updates 16 Macroeconomic Data 17 News & Views 17 Recent Brokerage Reports 17 Turquoise News 2 Iran Investment Monthly Market Overview September 2020 - Volume 14, No 163 Market Review The Iranian Stock market sold off in August for the first time since October 2019 as the market sentiment shifted dramatically and retail investors started to liquidate their positions and realize profits.
    [Show full text]
  • Increasing of Customer Satisfaction in Sepahan Oil Company Using Six Sigma Methodology
    International Conference on Metallurgical, Manufacturing and Mechanical Engineering (ICMMME'2012) December 26-27, 2012 Dubai (UAE) Increasing of Customer Satisfaction in Sepahan Oil Company Using Six Sigma Methodology Masoud Hekmatpanah, Arash Shahin and Natraj Ravichandran Abstract—Both public and private sectors have given much One major quality concept that is making this cross-sector attention to the concept of customer satisfaction in the past couple of transition is Six Sigma and its philosophy of continuous decades. Naturally, administrators have requested their staff to do improvement. Six Sigma is a data-driven quality improvement customer satisfaction studies for their own organizations. A key philosophy that emphasizes defect prevention over defect motivation for the growing emphasis on customer satisfaction is that detection by focusing on improving process inputs to improve highly satisfied customers can lead to a stronger competitive position resulting in higher market share and profit. service quality is one of process outputs. Six Sigma practitioners view all work as the major issues facing operations managers but it is an area processes that can be defined, measured, analyzed, improved, characterized by debate concerning the need for assessing customer and controlled (DMAIC) (Chow et al., 2010). expectations and service quality assessment. The rationale for the implementation of Six Sigma in SOC Six Sigma is a data-driven quality improvement philosophy that was agreed as cost reduction through reduction of wastage in emphasizes defect prevention over defect detection by focusing on 4-litre can production. This was expected in turn to lead to an improving process inputs to improve process outputs. The ultimate goal of Six Sigma is flawless performance, zero defects, with a defect optimal production line with high productivity, thus bringing defined as anything that results in customer dissatisfaction with using in profit to SOC.
    [Show full text]
  • Documentary Letter of Credit Discrepancy and Risk Management in the Nigerian Crude Oil Export
    Documentary Letter of Credit Discrepancy and Risk Management in the Nigerian Crude Oil Export by Shamsuddeen Musa Aujara A thesis submitted in partial fulfilment for the requirements for the degree of Doctor of Philosophy at the University of Central Lancashire Aplril 2019 STUDENT DECLARATION FORM *I declare that while registered as a candidate for the research degree, I have not been a registered candidate or enrolled student for another award of the University or other academic or professional institution. *I declare that no material contained in the thesis has been used in any other submission for an academic award and is solely my own work. Signature of Candidate: ______________________ Type of Award: Doctorate School: Lancashire School of Business and Enterprise Dedication To my beloved parents: Alhaji Musa I. Aujara and Hajiya Binta M. I. Aujara ii Acknowledgment Glory to the Almighty Allah for blessing me with the patience through the years to undertake and successfully complete my study. I would like to acknowledge the management of the Petroleum Technology Development Fund (PTDF) Nigeria for sponsoring my research. My profound gratitude goes to Alhaji Ahmed Galadima for being instrumental to the success of my PhD. I would like to extend my appreciation to my supervisors, Professor Yahaya Yusuf and Dr. Zakaria Ali Arabi as well as my research tutor Stephen George Willcocks for devoting their time to give appropriate guidance and mentoring in the course of completing this research. My special thanks go to those people who participated directly or indirectly in the course of my data collection at the Crude Oil Marketing Division (COMD) of the Nigerian National Petroleum Corporation (NNPC).
    [Show full text]