Customs-Goods Clearing Process Evaluation

This assignment requires a detailed evaluation of the Customs-Goods Clearing process and related services provided by AAA Freight Services. The respondent is asked to rate their experience with the clearing process, employees' knowledge about customer issues, and the overall professionalism of the service. The questionnaire also inquires about potential factors that could improve the clearing process and increase productivity performance. This evaluation is essential for improving the customs clearance process and enhancing services provided by AAA Freight Services.

FACTORS INFLUENCING THE NIGERIAN CUSTOM-GOODS
CLEARING PROCESS
AND THE IMPACT ON BRAND REPUTATION OF UK BASED
CARGO COMPANIES
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Table of Contents
CHAPTER ONE................................................................................................................................ 4
1.0 Background of the Research................................................................................................4
1.1 Relevance of the Study ........................................................................................................4
1.2 Case Study of AAA Freights..................................................................................................5
1.3 Research Rationale/ Justification of the Study.....................................................................6
1.4 Study Rationale.................................................................................................................... 7
1.5 Research Aim....................................................................................................................... 7
1.6 Research Objectives.............................................................................................................7
1.7 Research Questions..............................................................................................................8
1.8 The Structure of the Project.................................................................................................8
CHAPTER TWO............................................................................................................................... 9
LITERATURE REVIEW...................................................................................................................... 9
2.1 Scope of Literature Review..................................................................................................9
2.2 Concept of goods clearing process of Nigerian Customs Service.........................................9
2.3 Factors Influencing Custom Goods Clearing in Nigeria ......................................................11
2.4 Current working and brand reputation of UK cargo companies........................................13
2.5 Impact of inefficiencies of clearing process on brand reputation of UK cargo companies 17
CHAPTER THREE........................................................................................................................... 19
3.0 RESEARCH METHODOLOGY....................................................................................................19
3.1 Overview............................................................................................................................19
3.2 Research Philosophy and Strategy.....................................................................................20
3.3 Research design ................................................................................................................ 22
3.4 Research Approach............................................................................................................ 23
3.5 Research Methods.............................................................................................................24
3.5.1. Secondary Data..................................................................................................... 24
3.5.2. Primary Data..........................................................................................................24
3.6 Data Collection Techniques................................................................................................25
3.7 Sampling Techniques......................................................................................................... 26
3.7.1 Sample Size....................................................................................................... 26
3.8 Method of Data Analysis ...................................................................................................26
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3.8.1 Logic of Summative Content Analysis.....................................................................28
3.9 Data collection, analysis Techniques and procedures........................................................29
3.10 Data Reliability.................................................................................................................29
3.11 Limitation of Data collection............................................................................................29
3.12 Time Horizons.................................................................................................................. 30
3.13 Analysis of Reports...........................................................................................................30
3.14 Research Ethics................................................................................................................ 30
CHAPTER FOUR............................................................................................................................ 31
4.0 DATA ANALYSIS...................................................................................................................... 31
4.1 Overview............................................................................................................................31
4.2 Result and Discussion ........................................................................................................32
4.5 Brand Reputation Information Disclosure ??.....................................................................35
CHAPTER FIVE.............................................................................................................................. 38
5.0 CONCLUSION AND RECOMMENDATIONS..............................................................................38
5.1 Conclusion..........................................................................................................................38
5.2 Recommendations ............................................................................................................41
BIBLIOGRAPHY............................................................................................................................. 44
REFLECTIVE STATEMENT..............................................................................................................46
APPENDICES................................................................................................................................. 48
Appendix 1: Questionnaire......................................................................................................48
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CHAPTER ONE
1.0 Background of the Research
The process related to custom goods clearance is essential for the Nigerian and United
Kingdom economy, which makes it possible for the two countries attain development (Ojadi &
Walters, 2015, p. 3). This study deals with the issues related to AAA Freight Forwarding Agents
& Customs Clearance Agents, which has its base in the United Kingdom and has branches in
different parts of the world including Nigeria. The aim of AAA Freights is to provide the best
services and at a favorable price for their customers (Baoqing, 2011).
1.1 Relevance of the Study
Brand reputation works both ways for the community and the business as it is embedded
into ensuring that the two work together. The ideology behind establishing a business is to have
sustainable profits.
At the same time, organizations that are influential to the society find it easy to make
profits and remain relevant in the market since the society expect them to always do more. The
business individuals who play the major roles in these organizations are expected to have other
responsibilities within the society. The businesses cannot be separated from the management
whereby the manner in which they are run would explain their position in the society and their
profit sustainability.
Moreover, things might not be the same compared to the organizations related to the
government since the social responsibility would not be the same. The core aim of businesses is
to make money though this does not make them be in a better position to be successful if they do
not take up responsibility of the society that surrounds them. The business should ensure that
they are built on their name and brand instead of the money they make at the end of the day.
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Businesses that have the best brand reputation look at their impact in the society and the number
of lives they change instead of the profits they make.
1.2 Case Study of AAA Freights
With over a decade of service excellence in freight & logistic solutions, AAA Freight
Services provide the right freight solutions, unbeatable quality and timely services in shipping,
marine and logistics across the globe. They have since emerged as one of the leading and highly
regarded Logistics and Supply Chain Management Company in the UK region and several parts
of the world where it has branches (Davis, Nicholas and Richard 2009).
The services that the AAA Freight offers include customer clearance, completion of
procedures related to examination and payments, imports and exports, guidance and consultancy
services related to pre and post-shipment services for containers and dealing with different forms
of cargo through regulating the council, agent, and government agencies (Deng, Cao, Zhang and
Zhang, 2011).
Their core strengths lie in their ability to provide flexible, cost effective, and customized
freight solutions that perfectly meet their different client requirements. They do not compromise
on integrity and quality, which they believe are quintessential factors in achieving sustainable
growth. They have learnt that growth is a by-product in the pursuit of excellence, and not itself a
primary goal (Finch, 2006).
As such, during custom goods clearance that takes place in AAA Freights, numerous
things need consideration before the AAA Freights can attain better working conditions and
results. There are occasions that might lead to selection and recruitment of new personal into the
AAA Freights so that they implement custom goods clearing properly (Forcolin, Fracasso,
Tumanischvili and Lupieri, 2011).
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The reason behind establishing the Custom goods clearing in the AAA Freights is to
remain relevant and competitive in the market. The processes of implementing the Custom goods
clearing in AAA Freights are re-engineering, reorganizing, implementation of new technologies
and downsizing. The element of change in this regard is constantly remaining relevant (Baoqing,
2011).
Numerous companies, especially in the American market, would attest to a change
initiative in the AAA Freights per year. However, only 46% of those companies attain the
required results related to the Custom goods clearing. This, the AAA Freights attributes to the
lack of better strategies and visions to implement the Custom goods clearing accordingly. Other
failures include lack of better trust and communication skills, lack of commitment by the top
management, lack of resources, change management skills and resistance to change (Davis,
Nicholas and Richard 2009).
The AAA freight management team possesses varied background, but guided by a central
vision and a common goal. They have long standing experience, in-depth market knowledge and
a thorough understanding of logistics & supply chain management. Together, they sustain an
intense focus on the customer satisfaction and service excellence (Deng, Cao, Zhang and Zhang,
2011).
1.3 Research Rationale/ Justification of the Study
Research that has been previously conducted in AAA Freights about Custom goods
clearing has always focused on the AAA Freights and neglected the important element of the
people supposed to implement the Custom goods clearing. The person-oriented implementation
of Customs goods clearing in the AAA Freights can assist AAA Freights in dealing with failures
in AAA Freights Custom goods clearing (Ojadi & Walters, 2015, Pp. 4). AAA Freights Custom
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goods clearing have always focused on macro-level implementation of AAA Freights Custom
goods clearing, forgetting the micro-level element responsible for success. It is also essential to
determine the personal attributes and characteristics of individuals, which would help in
ascertaining the Custom goods clearing, take place in a positive aspect (Baoqing, 2011, Pp. 279).
The skills and characteristics need directing towards the important people given the mandate for
implementing the Custom goods clearing.
1.4 Study Rationale
The rationale of the study is to identify some of the issues related to the cargo companies
in the UK and their connections to the Nigerian companies. In this case, the paper will discuss
some of the issues that AAA Freight Customs deal with during their daily operation of business
in Africa.
1.5 Research Aim
To identify factors influencing the inefficiency of the Nigerian customs goods clearing
process and to understand the impact these inefficiencies will have on the brand reputation UK
based cargo companies.
1.6 Research Objectives
1) To identify the factors influencing inefficiency of clearing process of the Nigerian Custom
Service
2) To understand the current brand reputation of the UK cargo companies
3) To ascertain whether or not factors influencing the efficiency of the Nigerian Customs
clearing process can be influenced to improve the brand reputation of the UK based cargo
companies
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1.7 Research Questions
1) What are the factors influencing inefficiency of clearing process of Nigerian Custom Service
2) What is the current brand reputation of the UK based cargo companies
3) Can the factors influencing the NCC process be influenced to improve the brand reputation
of the UK based cargo companies
1.8 The Structure of the Project
The project is divided into six chapters whereby each chapter focuses on the different
fields within the perspective of the topic.
Chapter 1 Introduction: This chapter lays its focus on introducing the project, background,
objective, rationale, research aim and the research question.
Chapter 2 Literature Review: This chapter will explore the theories, concepts and relevant
literatures.
Chapter 3 Research Methodology: The chapter will give a clear perception of the research
method, design and research philosophy of the project.
Chapter 4 Data Analysis: In this Chapter, an analysis of the collected data will be presented.
Chapter 5 Discussion: The chapter would establish exclusive detailed critical evaluation and
discussion of the outcome of the result from the data analysis.
Chapter 6 Conclusion and Recommendation: The final chapter will summarise some of the
basic findings of the research and propose viable business recommendations.
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CHAPTER TWO
LITERATURE REVIEW
2.1 Scope of Literature Review
This Chapter looks at the different literatures and some of the topics related to the
different factors related to customs clearing in Nigeria and the influences they may have on the
brand reputation of AAA Freights which is a company based in United Kingdom. Additionally,
the chapter will scrutinize the brand reputation of the company and the manner in which it is
connected to offering services in foreign land (Finch, 2006).
Brand reputation is completely depends upon the overall working of the
organization. If clearing process of the organization is not good then it can harm the brand image
of entity to great extent. Goods clearing process of Nigerian customs service is the most
important part of cargo companies’ operations. Banker checks all presented documents and in the
next stage they send these documents to customs office of the country.
2.2 Concept of goods clearing process of Nigerian Customs Service
According to Yan, Xue-jun and Wei, (2011) cargo companies transfer goods from one
place to another by following all regulations and norms. VHI cargo helps these organizations in
customs clearance documentation processing. So that transporters can clear their goods in the
Nigeria airport easily. In the clearing process cargo companies have to start process through
consignee's banker. In this entities have to send proforma of involve and marine insurance copy
to the banker (Deng, Cao, Zhang and Zhang, 2011). After that banker check all documents and
if there is no mistake then give permission to further process goods. In the next phase of clearing
of good supplier or manufacturer have to forward shipping documents. These shipping
documents include bill of landing, final invoice, CCVO etc.
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As per the view of Finch, (2006) PAAR (Pre-Arrival Assessment Report) is generated
by customs which is transmits to importer's bank. Author has stated that tasking and technical
areas of clearing process are quit complicated. Davis, Nicholas and Richard (2009) has argued
that it is essential to submit several documents in the goods clearing process. These are form,
original bill of lading, packing list, invoice proforma, CCVO, necessary certificates, letter
headed application for PAAR and value (Baoqing, 2011).
According to Forcolin, Fracasso, Tumanischvili and Lupieri, (2011) cargo companies
have to follow customs clearing process carefully because small mistake in customs can create
big trouble for the owner and the organization as well. Author has stated that once the airway bill
is generated and it is received by the person then on immediate bases responsible person is
required to the office of airline for cargo advice. In this process when individual has received
advice and has made payment for its goods then related documents are needed to be released
Baoqing, (2011) it is essential to have good knowledge of customs clearance charges. If any
mistake find by the custom officer then cargo company will be liable to pay charges for the
mistakes (Davis, Nicholas and Richard 2009). Cost of handling changes is depends upon the
weight of the goods. Generally it is charged N52 Naira per kilogram of shipment. In this
handling changes VAT and other things are included. It is essential for the cargo firm that to take
care of the thing that custom duty and handling of goods and services go side by side.
As per the view of Davis, Nicholas and Richard B. (2009) terminal and shipping
companies have to pay their respective amount in the designated bank. Goods cleaning process
has one ending procedure in which when the truck or ship reach to the gate then they have to
wait for document verification again (Finch, 2006). Customs officers check the duty payment,
endorsement and multiple registrations of documents. After second conformation of all these
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documents container gets way out of the sea port. This clearing process is quit complicated for
the new cargo companies but those which are working since longer duration they have all
information and follow all these phases carefully.
2.3 Factors Influencing Custom Goods Clearing in Nigeria
a) Leadership: According to Forcolin, et al (2011), it is fundamental for AAA Freights
planning to implement Custom goods clearing in their system to have encouraging
individuals who are ready to ensure that the Custom goods clearing are implemented
successfully. The individuals would instigate new behaviors that will be helpful in
achieving the desirable Custom goods clearing. There should be the implementation of
charismatic leadership that deals with transformation in the management in the AAA
Freights to attain reputable Custom goods clearing (Deng, Cao, Zhang and Zhang, 2011).
The top leadership would have to implement the AAA Freights Custom goods clearing
through dealing with phenomenon associated with resistance to change. The same
implications should deal with the predisposition and psychological Custom goods
clearing of individuals associated with Custom goods clearing (Deng, et al, 2011, Pp.
251).
a) Economy: As per the view of Anupindi, Sunil, Sudhakar Deshmukh, and Eitan
(2006) economy is the major factor that impacts the overall working of cargo
companies. Changes in oil rates can impact on the economy of the nation. By this
way cargo firms have to pay more amount to deliver the goods on the particular
destination. Nigerian economy plays significant role in the field of exports. The
growth and stability of an economy in a given area are directly proportional to the
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income of the business structure. For there to be high living standards and high
job opportunities which will lead people wanting to purchase more goods, the
economy should be stable to ensure the demand of AAA Freights goes up (Deng,
et al, 2011, Pp. 251).
b) Spending Power: with the people has brought about more purchase, of goods
from AAA Freights, which means that there is more income within the area and
this is viewed by analysts to continue even for next ten years because of the
growth of the economy.
c) Leadership strategies: On the other hand, managers have embarked on strategies,
which rely on observing measures related to personality and dispositional traits in
evaluating suitable applicants to the AAA Freights (Ojadi & Walters, 2015, Pp.
4). The attitude of Customs goods clearing that employees exhibit depend on the
change Schemata of the individual. The capabilities of Customs goods clearing
define themselves as the mental maps attributed to knowledge structures required
for attaining Custom goods clearing (Yan, Xue-jun & Wei, 2011. Pp. 4219). At
the same time, the change schemata have a significant relationship with the
reaction of an individual towards change. Some employees have the high levels
change related self-efficacy, which have enabled them to evade distresses
associated with Custom goods clearing that sometimes make individuals feel
inadequate (Forcolin, et al, 2011, Pp. 9). This enables employees to manage the
issues related to AAA Freights Custom goods clearing.
d) Issues related to Custom goods clearing: This sometimes make it difficult for
employees to cope with the Custom goods clearing. It is essential to understand
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the personality variables, which can be associated with successful implementation
of Customs goods clearing in AAA Freights. The personal attributes of an
individual would enable him to have the motivations and abilities to cope with the
desired Custom goods clearing (Baoqing, 2011, Pp. 281). The personality
variables include generalized self-efficacy, the locus of control, positive
effectiveness, and self-esteem, tolerance to ambiguity, risk aversion and openness
to experience.
e) Customer satisfaction: There are also variables associated with positive affectivity, locus
control, tolerance for ambiguity and openness are some of the characteristics that help employees
in changing their attitudes towards Custom goods clearing in the AAA Freights. For instance,
AAA Freights should look at the customer satisfaction and AAA Freight commitment, which are
related self-prediction and supervisory assessment, which are required for coping with Custom
goods clearing.
2.4 Current working and brand reputation of UK cargo companies
As per the view of Baoqing, (2011) cargo companies are working well and they have
strong brand image. One of the main agenda of these firms is to provide quality services to
consumers and to deliver the products on time to them. Importers expect that they get their goods
on time but if they do not get timely delivery then it impacts on the brand reputation of these
cargo companies (Baoqing, 2011). UK is one of the top most country which exports good in high
amount. Many other nations are making trade agreements with United Kingdom and that is why
number of exports contract is increasing in the region. That helps in raising currency value and
enhance foreign reserves in the country.
Deng, Cao, Zhang and Zhang, (2011) mention that UK cargo companies are
concentrating on working legally and ethically. That helps them in resolving mistakes that is why
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importers all around the world keep faith on UK exporters. Author has argued that working of
cargo companies are systematic and they pay attention on completion of documentation of the
custom service. That supports these entities in raising the brand reputation of the corporations.
As per the view of Baoqing, (2011) currently some of cargo firms have poor image in the
importer’s eye, it is because they have not delivered the goods on time according to the timescale
given to customers at pickup or collection of goods. Apart from this some organisations have not
strictly followed the guidelines provided by Customs which is one of the reasons why Customs
has canceled their licensee (Finch, 2006). This cancellation of license has an impact on the
importer’s brand reputation which can be badly damaged.
Brand Reputation
For one to understand the brand reputation of AAA Freights, PESTLE (Political,
Economic, Social, Technological, Legal and Environmental) analysis is used. A PESTLE
analysis is a vessel used to highlight the aspects that affect a given organization and to evaluate
the macro environment external to a business as illustrated below on the AAA Freights case
study.
Political Analysis
The level of customer taxation and corporate tax is a political aspect that influences
corporations’ income. Yan, Xue-jun and Wei (2011).Many companies chose to move their
business headquarters to countries with benefits to their profit purposes as fluctuations in the
corporate tax percentage could affect business operations (Yan, Xue-jun & Wei, 2011. Pp. 4220).
Many corporations, however, do not comprehend that this could impact on the overall
corporation’s reputation. AAA Freights has seen a positive impact on its ethical reputation in
spite of its loyalty to United Kingdom.
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Imposition of trade barriers and tariffs is another political aspect that helps protect the
producers and local employment through an increase of the country’s imports (Yan, Xue-jun &
Wei, 2011. Pp. 4220). There is, therefore, a protection of the overall country’s economy, and
AAA Freights has merged its tactics on local sourcing into their Corporate Social
Responsibilities endeavors and focuses on developing and utilizing the skills of the local
laborers.
Social Analysis
A business can also be affected by the difference in age. This may be in terms of goods,
delivery of services and more importantly selling and maintenance of a business in its place.
Over the years, it has been said that a population that is aged is not likely to use the new cargo
clearing companies that are in the market, so this can be used to identify the most appropriate
place to set up the business (Ojadi & Walters, 2015, Pp.5).
Technological Analysis
Social media has made many people more aware and this has simplified the work,
meaning that the group targeted has been reached. The clients are now able to send their
feedback to the company since there is an online platform that allows positive interaction and
this has led to the company building a strong reputation (Andritsos, 2013, Pp. 5). Consumers
have been empowered by mobile devices that allow access to the Internet. If one wants to
purchase a particular product there is a webpage specially made for clients to compare products
then choose the most suitable that fits their needs and is pocket friendly.
Environmental Analysis
A company with a suitable environmental program is more like to succeed if it has a
better way of waste reduction and recycling. To avoid such degradations of the environment,
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both locally and international standards have been put up to reduce such degradations (Deng, et
al, 2011, Pp. 252). Recyclable and eco-friendly products have been put up by AAA Freights to
meet the required standards.
One of the objectives of the company has been to establish a comprehensive, cost-
effective plan for clearing process logistics. The management has also realized that new
technologies are effective in developing effective clearing process models in any company
(Ojadi & Walters, 2015, Pp. 7). New technologies offer a full combination of services to handle
any challenges in cost reduction, return on investment and servicing of client orders. The
company has deployed services similar to those of other Freight and cargo companies to develop
effective clearing process models.
These services have been very effective in warehouse management, transport
management as well communication management (Deng, et al, 2011, Pp. 252). Warehouse
management systems have enabled the company to make critical savings in the management of
labor, space and auditing activities while transport management systems have enabled the
company to make valuable savings on freight audit, carry capacity and contract management in
the firm.
The main concept is to ensure that the founding document in the sustainable development
for the company remains applicable to the letter. It provides that the consumption and production
of unsustainable standards which are not allowed. This is the policy driving AAA Freight
Forwarding Agents & Customs Clearance Agents as they ensure that the products set on their
website are of the highest quality (Yan, Xue-jun & Wei, 2011. Pp. 4221). This has always made
their clientele base to remain the same, as they will always trust their products.
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Through following this, they have translated their policies to engage the required
standards of social, economic and environmental stability. On the other hand, the company has
also defined the principle of sustainability to be the actions taking place in the company should
not interfere with the social, economic and environmental principles of the company (Baoqing,
2011, Pp. 281). This makes businesses to work on an independent world whereby their
sustainable corporations in the global market remain purposely for the creation of profits. The
initiative provides changes through protection of the environment and improving the lives of the
people connected to the company such as stakeholders, employees, and the customers.
As such, the important stages of implementing AAA Freight changes focus on dealing
with the individuals who will ensure that the changes take place. The important aspect is to find
individual ready to execute and design the required changes successfully (Hoffman, Lusanga &
Bhero, 2013, Pp. 1607). The individual required for this job are the change agents who are
always called upon to ensure that the changes are implemented successfully.
Their main mandate will be to facilitate and plan the processes of changes required. At
the same time, they will empower and enable several employees on individual capacity to take
responsibilities of implementing the changes (Forcolin, et al, 2011, Pp. 9). The employees will
also be required to act as consultants of the effort applicable in attaining the changes. Therefore,
AAA Freights are obligated to select reputable change agents who will help in promoting
changes in the AAA Freight. Consequently, the employees should ensure that they act as the
change agents.
2.5 Impact of inefficiencies of clearing process on brand reputation of UK cargo companies
Inefficiency of clearing process creates problem for the organization because due to
which company can not be able to run its business smoothly. As per the view of Baoqing, (2011)
inefficiency in the clearing of goods process cause inaccurate forecasting. Due to improper
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clearing goods process company faces issue and due to which it fails to do proper forecasting.
That creates problem in future because it can not handle sudden troubles. According to the view
of Finch, (2006)inefficiency causes poor product quality. That demotivates consumers and they
become negative towards the brand . That influence their mind and company fails to accomplish
its objective soon. On other hand Davis Nicholas and Richard (2009) has argued that
Inefficiency causes nho management of obsolete inventory. That is why organization fails to
manage its operation well.
According to Finch, (2006) sea transportation medium for the cargo companies. It is the
duty of exporter that to deliver the goods safely to importers. If it does not happen then it impacts
on the brand image of the organization to great extent. Inefficiency in the documentation process
create trouble for the cargo company and they became unable to get permit of delivering goods
to the importers. Inefficiencies in the clearing process impact on brand image badly because due
to this shipment get delay and importer do not get contract to the cargo firm in future again. On
other hand if person takes care of documentation and prepare all documents carefully then
individual will be able to get immediate permission from the custom officers (Finch, 2006).
As per the view of Davis Nicholas and Richard (2009) inspection is considered as major
factor that impacts on the brand image of the cargo entity to great extent. It is stated that related
authorities come to shipment and check quality of the goods and services. If they find any
drawback in the quality then they immediately stop the shipments. Pre- shipment inspection is
done by the exporter's agent and final approval is given by concern authority. Inefficiency in the
inspection create problem in analyzing the mistake on the goods on time. After that damaged or
poor quality goods reach to the importers that make customers negative towards the brand. Thus,
it is the major issue and inefficiency in the inspection process harm the image of the company
badly (Davis, Nicholas and Richard 2009).
Finch, (2006) has argued that it is the duty of exporter that to make arrangement of
inspection and load the ship as per the specific norms. If there is issue that it is over load then
chances of occurring accidents get increased. That impact negative on the financial and brand
image of the entity negatively. Container loading is important part of the equipment so if there
any inefficiency in the process then that may cause damage to the goods Hall (Baoqing, 2011).
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CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 Overview
Research methodology is the appropriate method that is used to gather information about
the topic in question. The purpose of this study is to determine factors influencing the Nigerian
custom-goods clearing processes and the impact on brand reputation of UK based cargo
companies.
Research has shown that brand reputation has different interpretations and aligned to
country specificity because of cultural, national and market economy differences (Davis,
Nicholas and Richard 2009). This makes it difficult to determine and compare brand reputation
practices worldwide. It is hard enough to have a phenomenon which has various definitions and
concepts that change in respective nationalities, however just as there are general rules of
conduct for all countries and cultures, there can be guidelines for companies operating in
whichever countries they find themselves (Baoqing, 2011). The nature of MNC’s offers the
platform to determine brand reputation behaviors across different cultures. Owing to the fact that
in most African countries, systems required for accountability are mostly lacking, it is a good
context to test the behavior of foreign companies that are usually accused of rent-seeking
behavior (Finch, 2006).
Although qualitative, this study may be generalized in most African countries in aligning
policies for multinationals where national laws are difficult to enforce. This could also serve as a
platform for coming up with national laws and enforcing them as well with the help of
international backing. A study that most companies in developing or emerging markets who are
trading globally adhere to a significant level, some brand reputation codes of conduct
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commensurate to international expectations. We assess the level of brand reputation using the
GRI guidelines and standards to determine the content of the organizations under study (Deng,
Cao, Zhang and Zhang, 2011.
Our data set consists of three (3) multinationals of differing industries and three foreign
companies that are not multinationals to serve as validating companies for the study. Brand
reputation reports (either in annual reports or standalone brand reputation reports) from
companies’ websites will be acquired and analyzed through content analysis. Information
reported or not reported in relation to the GRI standards is examined based on equal weighted
index (Forcolin, Fracasso, Tumanischvili and Lupieri, 2011). First of all the criteria for reporting
under the GRI standards will be used. Items in the GRI guidelines include; Secondly the amount
and percentage of revenue allocated to brand reputation is also established and compared. The
purpose of this study is to identify and explore reasons to the differences in the level of brand
reputation in developing.
3.2 Research Philosophy
Research philosophy is the technique that explain the scholar way of collecting
information about the topic (Baoqing, 2011). Author has to develop their understanding for
conducting the study in effective manner. Selection of appropriate tool supports in gathering in-
depth information about the subject matter to the researcher. Interpretivism and positivism are
two major types of research philosophy. Positive philosophy is the type of philosophy in which
scholar does not involve the human in the investigation and individual collect data from
observation (Davis, Nicholas and Richard 2009). On other hand interpretivism is another type of
tool in which researcher has to involve human participants. Scholar ask questions with these
respondents in order to gather information about the subject. In the present investigation
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researcher has used the interpretivism approach. That has supported the researcher in gathering
in-depth information about the topic. With the help of this tool scholar has got to know what
major factors can impact the goods clearing process and brand image of UKL cargo companies.
This study is interpretive and naturalistic in nature (Deng, Cao, Zhang and Zhang, 2011).
Interpretive studies are “meaning” focused and could use multiple methods in order to reflect
different aspects of the issue. The use of this method is ideal for cross cultural studies such as
this one and lessens considerably the tendency for bias associated with the interpretive process
(Manoharan, 2010). With the help of interpretivism tool researcher became able to conduct the
study in effective manner. Interpretivism technique is best suited to the qualitative type of
investigations. For knowing the effectiveness of clearing process in goods scholar has taken
support of these techniques and has involved theories and models in order to get results. With the
help of this tool researcher has become able to gather in-depth information about the topic.
3.3 Research strategy
Research strategy is considered as one of the essential tool that helps in determining the
way of gathering information about the subject matter. Selection of appropriate strategy helps the
researcher in carry out the study in effective manner. In the present topic scholar has used the
qualitative strategy in order to gather in-depth information about the subject (Forcolin, Fracasso,
Tumanischvili and Lupieri, 2011). In the qualitative type of investigation scholar takes support
of theories and model that helps the scholar in develop understanding about the subject matter. In
the present investigation researcher has taken support of qualitative type of the study. It is a
qualitative study of multinationals in Nigeria as a subset of foreign companies operating in
Nigeria. There are studies focusing on foreign companies and comparing foreign companies and
Nigerian ones, but this research is comparing the practices of foreign companies in two
environments, the UK and Nigeria to determine the level of brand reputation in either contexts.
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Using a qualitative research approach gives the opportunity to make new discoveries (Baoqing,
2011).
Research approach
Research approach can be defined as tool that supports in conducting the investigation
from general to specific or specific to general way. There are generally two type of approaches
hat are used in the dissertation; inductive and deductive approach. Both these are different in
nature. In the inductive scholar carry out the investigation from general to specific whereas in
deductive scholar generate hypothesis so that results can be obtained. For the present study
researcher has used deductive approach. It draws on findings of reviewed literature and theories
and is expected that the consequent observations from this research will establish or disaffirm an
earlier stance assumed by researchers. In other words, this research is empirical and is
interpretive in nature. Conclusions are arrived at deductively (Manoharan, 2010). Our hypotheses
are derived from the institutional theory and Legitimacy Theory and deductions made from the
literature already reviewed. Our assumptions will be tested to ascertain their robustness and will
be confirmed under varying degrees or rejected from our data gathered (Davis, Nicholas and
Richard 2009). This refers to the planning and choices researchers make about research strategies
such as case studies, data collection and analysis in ensuring a well-executed study (Silverman,
2005). It is paramount for researchers to carefully choose the research approach, as it helps make
a more informed decision about the research design and in ensuring the design caters for
constraints (Easterby-Smith et al., 2008).
When the purpose of a research happens to be an accurate description of a situation or of
an association between variables, the suitable design will be one that minimizes the reliability of
data collected and analyzed (Kothari, 1990). To achieve this, the study will employ descriptive
methods to establish the relationship between foreign companies and the perception of brand
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reputation in the different environments by describing and measuring possible characteristics and
their relationships. Inductive and deductive are two main types of research approaches. In the
inductive approach researcher has to develop theories by considering available data. In the
inductive approach investigator needs not to form any hypotheses. On other hand deductive
approach is generally used in such type of investigations where scholar is required to form
hypotheses to get optimistic results. Present investigation is qualitative thus, scholar has used
inductive research approach tool (Forcolin, Fracasso, Tumanischvili and Lupieri, 2011). That is
the best way of developing relationship between custom clearing process of goods and impact on
brand image. With the help of this technique researcher became able to get optimistic results.
Qualitative approach is research where data is not analyzed in the form of numbers (Punch,
1998). The qualitative method elucidates a contextual understanding of behavior, values, beliefs
etc. as human behavior cannot be measured easily and each phenomenon is unique thus this
method helps analyze findings in a descriptive way (Murphy et al., 1998).
Thus, this inductive approach has supported the scholar in knowing better about the
clearing process and transportation of goods. With the help of this tool scholar has identified
factors influencing the inefficiency of the Nigerian customs goods clearing process and have
developed understanding about the impact these inefficiencies will have on the brand reputation
UK based cargo companies
3.4 Research design
Research design is another tool of research methodology. That helps the scholar in
including several elements so that dissertation can be prepared in effective manner. That shows
outline of the study so that researcher can work on the subject matter easily. Descriptive,
exploratory are two major parts of designs which are used in the preparing the dissertation.
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Descriptive research design is generally used by the scholar in qualitative type of investigations.
By using this design scholar can identify issues and can define situation more effectively (Deng,
Cao, Zhang and Zhang, 2011). On other hand exploratory research design supports in exploring
different research questions. In the present topic of factors influencing the inefficiency of the
Nigerian customs goods clearing process and to understand the impact these inefficiencies will
have on the brand reputation UK based cargo companies scholar has taken support of descriptive
research design.
This study is a multiple case study of selective multinationals operating in
Nigeria. The selection is based on getting a balanced view of MNC’s of different industries.
Conclusive and descriptive in nature, the purpose of this research is to provide answers to the
research questions provided in this dissertation (Finch, 2006). The study is naturalistic research
hence interpretive in nature. It will utilize a content analysis approach to analyzing brand
reputation reports and financial statements of multinational UK companies operating in Nigeria.
The questions to be tested are based on the institutional theory. Through descriptive research
design scholar has improved its knowledge about the factors that influence the clearing process
and impact on the entities (Deng, Cao, Zhang and Zhang, 2011).
3.5 Research Methods
Two data collection tools/methods will be employed. These include:
3.5.1. Secondary Data
Secondary data refers to data that have been collected by someone other than the user.
This type of data is readily available from other sources, cheaper and easily obtainable (Forcolin,
Fracasso, Tumanischvili and Lupieri, 2011).
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It also involves the analysis of historical records and documents as concerns cultural
landscapes for purposes of examining and studying their usefulness on a basis of further research
and through this trying to gain non-empirical data on the subject (Forcolin, Fracasso,
Tumanischvili and Lupieri, 2011).
An advantage of using secondary data is that there is no doubt about the quality of the
data collected by the researcher and lastly, data that is specific to this study alone will be
collected. Literature Review is a type of secondary data. It does not report original or new
experimental work. Thus, use of secondary data has helped the scholar in developing
understanding about the factors that influence the clearing process of goods and services and its
impact on the business. Previous studies has supported the investigator in knowing the in-depth
detail about the subject matter. That is why scholar became able to identify factors influencing
the inefficiency of the Nigerian customs goods clearing process and have developed
understanding about the impact these inefficiencies will have on the brand reputation UK based
cargo companies.
3.5.2. Primary Data
Researcher has also used the primary data collection sources. This is considered as one of
the effective tool that supports in gathering realistic information from the participants. Primary
data refers to information that is gathered specifically for the purpose of this research. This will
involve field research with greater concern on hypothesis formulation and testing the analysis of
the relationships between independent and dependent variables (Forcolin, Fracasso,
Tumanischvili and Lupieri, 2011). Selecting the type of primary source that will be used is a
critical decision in any social research context. Questionnaire, as a type of primary data, studies
the sampling of units from a population and the questionnaire data collection technique used. It
focuses on questioning individuals on any given topic and then describe their responses. An
advantage of this type of data is that it is tailored specifically for this research needs. Thus, use of
primary source which is questioning has supported the scholar in identifying factors influencing
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the inefficiency of the Nigerian customs goods clearing process and have developed
understanding about the impact these inefficiencies will have on the brand reputation UK based
cargo companies
3.6 Data Collection Techniques
Data collection is most important part dissertation that supports the scholar in developing
understanding about the subject matter. There are two sources through which investigator can
gather information about the topic; Primary and secondary sources. Primary sources are these
tools in which researcher has to gather first hand information by own as per the requirement of
study. On other hand secondary sources are those sources which are already available and
researcher can use it as per the need of topic (Finch, 2006). In the present study scholar has used
both primary and secondary sources. It has framed standardized questions and collected data on
the cargo goods clearing process.
Standardized questionnaires
These enable the collection of related data thus it is easy to test for reliability and
validity. Responses, beliefs, perceptions and significance that the respondents attach to the
existence of the brand reputations will be captured in the questionnaires (Baoqing, 2011).
3.7 Sampling Techniques
This refers to a definite plan for obtaining a sample from a given population (Kothari,
2004). It is therefore the process of selecting subjects from an accessible population.
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3.7.1 Sample Size
A sample size in this study was optimum, that is, neither too small nor too large. An
optimum sample is one that fulfills the requirements of efficiency, representation, reliability and
flexibility (Kothari, 1990). My sample size will be 30 subjects.
3.7.2 Simple Random Sampling
Every member in the population has an equal and independent chance of being selected.
It ensures the law of statistical regularity, which states that if an average on the sample chosen is
a random one, the sample will have the same composition and characteristic as the universe
(Kothari, 2004). The process has been administered continuously until the required sample of
respondents is achieved.
3.8 Method of Data Analysis
Andritsos (2013) asserts to the view of thematic analysis is considered as perfect tool tha
can support in analyzing the information in effective manner. In this method researcher takes
support of graphs and charts in order to present information in effective manner. It is an
empirically grounded method and has contemporarily developed certain characteristics. Apart
from it being an exploratory and empirically grounded to predict or make inferences through
exploration it is a methodology of its own and helps researchers to go through a whole research
process including analyses. One of the reasons for it evolving into a methodology is the fact of
large volumes of electronic data that require novel research techniques (Davis, Nicholas and
Richard 2009).
Baoqing (2011) defines content analysis as a “research technique for making replicable
and valid inferences from texts (or other meaningful matter) to the contexts of their use”.
Naturalistic in nature, three approaches to this method have been widely used. The conventional,
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directed and summative approaches are all used to derive meaning in context, however, there are
differences in the approaches, that is, in determining coding schemes, the origins of codes and
their reliability level. The summative approach utilises counting and comparing of major words
which is then followed by interpreting the words in their context.
From theory or research findings. Additionally, when a researcher’s aim is to describe a
phenomenon, usually because of very little existing theory, the conventional approach to content
analysis is used. A directed content analysis approach is deductive as opposed to the inductive
nature of conventional approach and is used to support a theory or otherwise giving existing
theory an additional length (Baoqing, 2011).
The findings of the conventional method do not perfectly represent the data because the
understanding of texts within text contexts is limited. Andritsos, (2013) indicates that “member
checks, referential adequacy, negative case analysis, triangulation, persistent observation,
prolonged engagement and peer debriefing” are ways to reduce this imperfection in findings.
Also, the use of theory can cause a bias in research for directed content analysts. Unless
with texts that have already been printed, interviewers can lead interviewees into a responding in
a biased way that can skew results. Additionally, giving too much importance to theory can make
researchers lose sight of other important contexts that could have been assessed. To make results
neutral (because there is a case of the lack of objectivity and neutrality) recommends that an
audit trail and process be used. Summative content analysis can have its issue of credibility
rectified by aligning the evidence in the texts to at par with the interpretation.
Selection of appropriate data analysis tool is very important because by this way
researcher can draw valid conclusion. In the quantitative study's researcher takes support of
SPSS, T-test etc. in order to get results. thus, scholar has used thematic analysis tool for data
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analysis (Baoqing, 2011). With the help of graphs and figures individual has become to get
optimistic results. With the help of thematic approach individual has presented the collected
information in effective manner. Graphs, charts are able to disclose the detail effective by this
way individual has got top know which factor influence the most to the clearing of goods. It has
helped in drawing valid recommendations fort the issue.
3.9 Data collection, analysis Techniques and procedures
Data is collected primarily from secondary sources such as data from company websites,
company reports. The analysis of data is done with Nvivo and MAXQDA , these software are
used in qualitative type of investigations.software to code and organise the data for interpretation
and discussion (Baoqing, 2011).
3.10 Data Reliability
The data compiled for the research was for a period of three years 2014 to 2017. They are
secondary data sourced from company websites. Since they come from company websites, they
are assumed to be the reliable since they were put there by the company itself. Future studies
utilising these sources will be consistent with the findings of this research (Finch, 2006). All data
which are used in this research were valid and reliable. Data collected by the scholar from
authorized website. These all detail were able to draw valid conclusion.
3.11 Limitation of Data collection
Research of every kind has some form of limitations and it is dependent on the researcher
who is aware of this limitation to minimize the effects. The limitation of this research in
collecting data was the difficult access to a full compilation of UK multinationals operating in
Nigeria. To lessen this effect, data from Nigeria Investment Promotion Centre as well as that of
the ANI (Association of Nigerian Industries) were compared and overlaps levelled out to get a
complete set of relevant company information (Finch, 2006).
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3.12 Time Horizons
A cross sectional study of foreign companies that are multinational reveals that there are
a number of foreign companies. This means that there is a variation of multinational companies
with differing homes of origin. This study focuses on just UK multinationals operating in
Nigeria. This study also employs a longitudinal stance of analysing data for a period of five years
3.13 Analysis of Reports
Key words will be used to analyze reports and then the context will be assessed to infer
adherence to the said GRI guidelines or implementation criteria. Each requirement is given a
score of 1, and a simple percentage computed to determine the level of brand reputation as
against the GRI standards.
3.14 Research Ethics
The following ethical considerations were followed during this research process:
 No forcing of a subject to answer a questionnaire.
 Use of common sense is paramount
 Respect shall be accorded to all parties, young or old, boy or girl.
 Anonymity of respondents will be highly regarded.
 Confidentiality of respondents’ views.
 Privacy of respondents when interviewing them.
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CHAPTER FOUR
4.0 DATA ANALYSIS
4.1 Overview
The findings established that the implementation of brand reputation benefited the
regions in four different scopes. The first area that benefitted was the economic sector where it
catered for different investments, taxes and creation of employment for the people in the
community. For instance, the multinational companies in UK can be explained by the chart
below:
Illustration 1: Source: (Yan, Xue-jun & We 2011)
The philanthropic field in the region especially Nigeria benefitted from the international
companies that changed the lives of the people from the country. The chart shows the benefit of
the regions that the companies assisted the people in the region and their engagement.
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Illustration 2: Source: (Ojadi and Walters, 2015)
4.2 Result and Discussion
The brand reputation standards and regulations set within the international platform
enables the UK companies to outpace those in the United States through publishing a promotion
of the brand reputation policies that work better within the international market.
Their concept instigates that the executives working in the US Multinational firms have
not been quick to come up with the agreement, which would allow the practice of brand
reputation within the global framework. Furthermore, 88% the firms in UK have reports
associated with the surrounding compliance, while 25% of the firms in the United States engage
on the same ideologies (Davis Nicholas and Richard 2009).
While the firms in the US do not have a proper setup on these policies, the UK has
ensured that majority of the companies make great strides in implementation of the policies. For
instance, there is a ministry in the UK that has been set to ensure that brand reputation is
implemented by organizations within the country.
The important aspect behind the establishment of brand reputation in Nigeria is the
manner in which the communities in the region operate and the different multinational
companies setting base in the country have influenced their operations. If a company has good
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governance, their aim would always be to have a long term relevance within a specific market
which would assist them in having a good relationship with groups, institutions and individuals
in their region of operations.
At the same time, organizations understand that they would always prosper in regions
that the community is successful and they would not do well in regions that the community has
failed. The reason for this might be due to environmental or social challenges, and issues related
to problem with the national governance. The private sector is rated highly by the public when it
comes to responsible behaviour. The expectation of the public is that the goods and services from
the organizations are environmentally and socially responsible. The companies might have
different ideologies but their main impression has always been to make profit and remain
relevant within the market by being on top of the other firms. The companies have made it a
habit to have their core motive being to make profit whereby forgetting about the government
policies and regulations, which are relevant to the society in controlling the corporate
behaviours.
4.3 Discussion of Findings
The multinationals companies across the globe have their own ways of instilling the
different methods that has supported in getting optimistic results.
The brand reputation practices are not obvious and the rationale behind their success lies
with the establishment of the goals, which tend to factor in the profit generation activities.
Through proper investigation, it is easy to understand that the there is a very big difference in
practicing brand reputation in Nigeria compared to the practice in the United Kingdom. Brand
reputation might ensure that the organization makes profit though it is important to note that
organization in Nigeria and UK tends to be different.
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The concept behind brand reputation has a global support and is seen to be one of the
business practices that are practiced by different organizations across the globe. Globalization
has made it possible to for the practice to be carried out differently since it establishes
transparency, which is required by the different business organizations.
In addition, the government in the United Kingdom supports the ideology and the
practice of brand reputation though it is faced with austerity, which also interferes with
businesses across the globe.
On the other hand, the people across the world do not have confidence with some of the
concepts portrayed by the government institutions, which makes companies have their own
concepts that they find favourable for them.
Moreover, the private sector within a country plays a bigger part in engineering growth,
which makes it possible for organizations to omit the ideologies practiced in a normal concept of
business. The concept also assists businesses in getting better through ensuring that they add
values to the society since the brand reputation would make them acknowledge the different
people associated with organization.
Therefore, it is essential to note that brand reputation makes it possible for people to
understand that the business is an active entity rather than perceiving that the businesses are
passive which would make it possible to have growth within the economy.
4.5 Brand Reputation
There has been an increase in the number of countries that have passed regulations on
companies disclosing their role in the society and the corporate environmental information
though the brand reputation has been left to be a voluntary affair. The brand reputation in the
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United Kingdom and the European nation has been intended to be practiced in areas such as
market place, workplace, community, environmental human rights and ethnic settings.
According to the European commission, brand reputation is all about an enterprise
practicing their responsibility within the society and impacting lives of the people that are
associated with them. Moreover, brand reputation should be something that the organization
imposes by itself though the public has a better role to play in ensuring that the organizations
implement the best policies and regulations that favours both the society and the company.
Consequently, a company would be rendered to be socially responsible if it ensured that
all the laws of the land are followed and integrated within the scope of environmental, social,
consumer, human rights and ethical setting during the conduction of the daily business
operations. The companies in the United Kingdom are encouraged to practice brand reputation
which is regulated and standardized. The enterprises within the UK are encouraged to ensure that
the brand reputation that they are following are in accordance with the international guidelines,
which would favour their businesses. Such guidelines include OECD, which is recommended for
the multinational enterprises.
Other guidelines include the 10 principles set by the United Nations on Global Impact,
the UN guidelines that are associated with the businesses and Human rights, ISO 26000 guidance
of the standard social responsibility, ILO Tri-partite Declaration of the multinational enterprises
and social policies and the ISO 1400 EU’s EMAS.
According to the regulations cited by the Nigerian government, the brand reputation
approach is essential and majority of the companies fail to notice the best practice that is
essential in their practice. However, it is important to note that each organization has its own way
of handling their businesses due to their uniqueness of their operations and characteristics. The
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differences would lead to circumstances, which would interfere with the manner in which the
context of their operations are defined in relation to defining their social responsibilities.
At the same time companies have a varied pinion in dealing with the brand reputation
since their awareness of the issues related to brand reputation might be different and they might
have a big task in understanding its components and approaches. An organization would be
rendered to have social responsibility if it ensures that its operations improve the environment
and its locality. The multinational organizations working within Nigeria ensure that they meet
the environment and social concerns within the society which they conduct their operations.
A firm will not be seen as socially responsible if it only meets the environmental laws
within the location of its operations but it has to comply with the laws that instigate social
responsibility. Furthermore, if a company works to ensure that the environment is improved, it
would have a better chance of enhancing its reputation within the region it is operating on
making it have a competitive advantage over the others in the market. There are organizations
that would see the problem but there are those that would establish a solution that would enhance
the lives of the people within the society. There are different brand reputation strategies that have
been applied by numerous multinational organizations working within Nigeria.
The brand reputation policies applied in Nigeria majorly concentrate on sectors such as
education, health and the development of the country since the country was interested in
ensuring that the country is in a better place when it comes to development and change in the
lives of their people.
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CHAPTER FIVE
5.0 CONCLUSION AND RECOMMENDATIONS
5.1 Conclusion
Brand reputation is a major factor that influences the performance of any business, and
AAA Freights is not an exception. Ideally, the entire company owes its outstanding performance
to its brand name, as people believe that it does not just provide flexible services, but it goes
further to offer cost effective and customized freight solutions, which believably, satisfies most
of the firm’s regulars. This is all about caring for the consumers; whereby, the corporation
wishes to give its regulars quality services, which would ensure their loyalty to the firm.
However, change is inevitable, and therefore, the business’ environment, constantly,
changes with time. For this reason, AAA’s process of clearing custom goods, which entails re-
engineering, reorganizing, implementation of new technologies, and downsizing, should change
to suite the customers even more.
From the above study it can be articulated that terminal and shipping companies
are required to pay respective amount in designated bank. Goods clearing process has ending
procedure in which when truck or ship reach to the gate then they have to wait for document
verification again. Cargo companies have to arrange facility for quality checking so that further
complications can be avoided. It is the duty of customs officers that to check duty payment,
endorsement and multiple registrations of documents. It is found that all documents and quality
cross check twice then it gets green signal to get way out of the sea port. This clearing process is
quit complicated for the new cargo companies but those which are working since longer duration
they have all information and follow all these phases carefully. That can be concluded as that
companies have to follow clearing process properly and have to prepare all document properly.
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Otherwise it can face huge trouble that can create negative image of the firm in the mind of
customers.
Nonetheless, AAA seems to lack the vision for implementing such a useful change, and
this may cause its downfall. Furthermore, it seems to lack better trust and communication skills,
commitment by the top management, resources, and change management skills, thereby,
showing some resistance to change, which could become its Waterloo. Comparing the AAA
Freight in the UK and that in Nigeria would lead to the most appropriate recommendations on
how to better the enterprise.
From the above investigation, it can be articulated that the economy is the major
factor that impacts on the process of clearing goods. The economy on the other is also impacted
by the sudden changes that can arise in the price of crude oil. The price at which oil is sold at any
given time, sets the level at which customs places on the cost of imported goods.
Apart from this, changes in government norms is another factor that affects clearing
process goods. Due to this exporters have to cross check their quality and container's weight
before it can be ready for exportation. This quality assurance process causes a delay in service
delivery and is a major factor that impacts on brand image of cargo companies in the UK to a
great extent.
Point to note, the two enterprises belong to the same company; nonetheless, they differ in
many ways. First, Brand reputation is compulsory in the UK, therefore, the state has a ministry
that ensure the that every firm promotes its brand name within the country. To achieve this, the
organization would have to ensure that its actions benefit the society, and this would call for
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activities that include ensuring fair prices, thereby, attracting more customers to use the firm’s
services.
From the discussion it can be concluded that UK cargo companies are concentrating on
working legally and ethically. That is helpful for them in resolving mistakes that is why
importers all around the world keep faith on UK exporters. It has been found that cargo
companies are systematic and these firms are conducting the operation well and documentation
of the custom service of these entities are crystal clear. That supports these entities in raising the
brand reputation of the corporations. It has been found that currently some of cargo firms have
poor image in the importer's eye, it is because they have not delivered the goods on time. It can
be articulated that it is essential to deliver the process If companies does not follow norms
properly then it causes damage to their brand image badly. It may be possibility that custom
office cancel their licensee that impacts negatively on the reputation of the cargo companies.
However, in Nigeria, the issue of brand name is not so much a propelling factor, but then,
the AAA company has the belief that the success of the society would lead to the firm’s success,
and that is the reason the organization practices corporate social responsibility. Nigeria being a
developing country, community development forms part of the company’s corporate social
responsibilities, and therefore, the AAA Freights in Nigeria would engage in such activities as
improving the technology, among others that would develop the community.
On the other hand, UK is a developed country, therefore, the organization would only
major its efforts on such activities as ensuring fair pricing, quality services, and timely clearance
of goods, as that would gain the firm the consumer loyalty. Evidently, the two branches exist in
two different environments, and therefore, the performance of each may differ.
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Also worth of mentioning, the factors of the external environment pose major variations
in the corporate social responsibilities that the firm has to engage in. For example, politically,
most regimes, often, impose high taxes on imports, and to deal with this, the AAA Freight in
Nigeria offers employment for the locals, thereby, earning favors from the government. these
factors of the external environment, including the demographic aspect of the environment may
determine the brand name. Point to note, these factors also vary from one state to another.
Unlike developing states, developed countries have factors that would favor the growth
of any business. Nigerian external environment, as enlisted in the PESTEL analysis, probably,
lead to the poor brand name in the country. The people live in poor conditions; therefore, they
expect too much from the AAA Organization. Consequently, the feel betrayed by the firm if the
industry does not perform some of their expectations.
5.2 Recommendations
Summarily, AAA’s brand name in the UK is quite good, but that does not apply with its
Nigerian branch. It is fact that brand reputation combines and transforms various resources used
in the custom goods or operation subsystem of organization into value added product or services
in a controlled manner as per the policies of the organization. So cargo companies should follow
all legal regulations properly and have to apply these policies in its goods clearing process. That
would help the entity in running its business smoothly and enhancing brand image.
Hence, we can say that it deals with the offering of a little more to the public apart from
the normal freight services. AAA Inc. deals in shipping and clearance of goods in all the ports it
operates, but then, the brand name differs from one country to another, regardless of its similar
activities. Inasmuch as the UK citizens appreciate the services of the organization, the Nigerians
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may have a different perspective of the firm. This situation does not just jeopardize the
performance of the corporation in Nigeria, but it is also a potential threat to the entire company.
Cargo companies should use more advance technologies in their operations. It will help
in keeping systematic records of all data and help in minimizing errors. By this way organization
will be able to get updated and it will pay custom duties on time and documentation process will
be more transparent. Argumentatively, with the rising technology, Nigerians may write their
reviews about the company on the internet; therefore, the situation poses a risk to the firm losing
the public trust in the UK. In other words, since brand name is compulsory in the UK, it would
be offensive for an international firm that has its foundation the UK to be termed as socially
irresponsible in Nigeria. This may then lead to many detrimental impacts, which the company
needs to see a way of avoiding. In that retrospect, the following recommendations would apply
for the AAA Freight:
 The UK branch should extend its wings to support the Nigerian branch, as this would lead to a
collaborative advantage, thereby, making the firm to succeed in the prevailing conditions.
 The Nigerian branch should consider partnering with the government in identifying some of the areas
that need attention, and then advise the regime to take action, as the firm’s main purpose is to make
profit, benefiting the society is not the priority.
 The whole company should take advantage of some opportunities to promote its brand name. For
example, since developing countries are prone to disasters, the company should stand out to help in
times of such misfortunes. This action would turn the perspectives of the Nigerian citizens about the
organization.
 It should hire skilled and experience employees those who have good experience in the relevant field.
By this way skilled workers will contribute well in smooth running of operation. Thus, company will
be able to minimize documentation errors and its brand image will get improved to great extent.
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 Since people love cheap services, the organization should consider computerizing most of its
activities, as this would reduce the use of the human resource, thereby, cutting cost of production and
a reduction in price would follow. However, this should not lead to price discrimination, and
therefore, the firm should consider using the technological advancement in all its branches to its
advantage. Cargo Company should pay attention on needs of importers and accordingly it should
deliver the goods with required quality. That would support in increasing satisfaction level of
consumers thus brand image will be enhanced to great extent.
Above all, the AAA Company should consider further research to acquire other results that
would help support this one; therefore, it would take the best actions possible to solve the
problem in its Nigerian branch. From the above study researcher has found that issues in the
clearing process that are faced by the firms. On the bases of these recommendations scholar has
searched ways to resolve these problems and accordingly investigator has given
recommendations.
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REFLECTIVE STATEMENT
Finally, I have come to the end of this most rewarding and fantastic 3 years of my
university life at GSM London. There are many things I can talk about during this wonderful
and exciting time, however I will briefly mention a few of them for the lack of space and time.
Most of the lecturers have been supportive and the school environment has not only
changed my entire thinking but also made me stronger and confident in all business activities.
My whole family is the bigger force behind my zeal and the passion that motivated me until this
end. They have all given me the much needed support that took me this far.
Big thanks goes to my lovely wife who almost took all charge in making sure the children
went to school in the morning and came back in the afternoon safely while I was in the library
doing all the research for my coursework and exams.
All the modules I have studied in the last 3 years have given me such a wonderful
opportunity and enormous amount of confident to be able to talk about various areas in business
environment including human resources affairs.
I am now looking forward to putting all these brilliant ideas and knowledge into practice
in the existing family-run business. In fact, this has been one of the greatest decisions I have ever
made and thank the Almighty God who gave me the strength and good health to finish well. The
whole process has been a big boost in the confidence I now have when interacting with other
people. I must not forget to praise myself for the dedication and effort in applying myself to my
studies.
Lastly, the project has proven to be the greatest challenge among others but thank God
for my amazing supervisor Adetola Adekunle who has made herself available at any given time
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for any assistance during the entire period. I was very much convinced that I will be able to pull
through, despite all the anxiety as I am not lesser than the others who made it.
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APPENDICES
Appendix 1: Questionnaire
SECTION A: Demographics
1). Gender: (a) Male (b) Female
2). Age range: (a) 18-24 (b) 25-35 (c) 36-45 (d) 46 and above
(a) What is your position in the AAA Freights? (a) Employee (b) Manager
SECTION B: Please Note that this section is for the Managers only
4). What shift do you work?
(b) (a) Day Shift (b) Night Shift (c) Both day and night shift
5) How long have you been a Human Resource Manager at AAA Freights?
(a) Less than 6 months (b) 6 to 12 months (c) 13 to 24 months (d) over 2 years
6) What would say is the impact or influence of Customs-Goods Clearing Process on
Performance and productivity?
(a) Positive impact (b) negative impact (c) no impact (d) doesn’t know
SECTION C: Relationship between Customs-Goods Clearing Process and Its Effect on
Brand Reputation of AAA Freight Services)
Please tick which only one of the following best applies to you from the table below:
7) Exploring the relationship between Customs-Goods Clearing Process and Its Effect on Brand
Reputation of AAA Freight Services
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S/N Performance Indicators
Positive Impact No Impact Negative Impact
Strongly
Agree
Agree Undecided Disagree Strongly
Disagree
I. I found the reception and the entire
process of the Customs-Goods
Clearing process I was involved in
very fast
II. I found the clearing process very
professional
III. I found the employees very
knowledgeable on customer
issues related to customs
clearing process
IV. I found the employees made me
understand more about the work
and the company during the
clearing process.
SECTION D: Brand Reputation of Freight related Services for AAA Freight Services
Please tick each one of the following in their order of importance from 1 to 6
8). Please rate the chances of Customs-Goods Clearing Process and related services highlighted
below helping to improve the clearing process and increase productivity performance of the
employees within the AAA Freight Services
Rating Scale
Best Improvement Factors Least Improvement
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S/N Freights Related Services
Factors
1 2 3 4 5 6
I Customs-Goods Clearing
Process
Ii Universal Cargo
Iii Directorate of valuation
Iv Cargo Device
V Custom Clearance and
documentation
Vi Release of Goods
Please give detailed reason(s) for your answer below(optional)
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
__________________________________________________________________
______________________________________________________________________________
THANK YOU FOR COMPLETING THIS QUESTIONNAIRE
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