The influence of customers complaints handling on marketing industry a comparative study of government and private enterprises in Nigeria.

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ABSTRACT

Empirical evidence has shown that service firms typically lay behind manufacturing firms in their use of marketing. In comparison to manufacturing firms, services firms appeal to be generally less likely to have marketing activities carryout, less likely to perform analysis in the offering area, more likely to handling their advertisement internally than to go to experts, less likely to have an overall sales plan, less likely to develop sales training programmes, less likely to use marketing research firms and consultants and less likely to spend as much on marketing when expressed as a percentage of gross sales.

CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

1.2 STATEMENT OF THE PROBLEM

1.3 OBJECTIVES OF THE STUDY

The objectives of the study are as follows:

1.4 RESEARCH QUESTIONS

1.5 RESEARCH HYPOTHESIS

1.6 SIGNIFICANCE OF THE STUDY

1.7 SCOPE AND LIMITATIONS OF STUDY

CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 CONCEPTUAL FRAMEWORK

2.2 CUSTOMERS COMPLAINT HANDLING IN SUMMARY

2.3 THE NATURE OF CUSTOMER COMPLAINTS Of GOLD VALUE AND PHCN

2.4 THE NATURE OF CUSTOMER COMPLAINT HANDLING ON MARKETING PERFORMANCE OF PRIVATE AND GOVERNMENT ENTERPRISES, WITH PARTICULAR REFERENCES TO GOLD VALUE HOTEL ENUGU.

2.5 THE TYPES OF SERVICES, BEING HANDLED BY THE ORGANIZATIONS: (PHCN)

2.6 THE PROBLEMS OF CUSTOMER COMPLAINTS HANDLING ON MARKETING PERFORMANCE OF PHCN

2.7 THE PROBLEM OF CUSTOMER COMPLAINTS HANDLING ON MARKETING PERFORMANCE OF GOLD VALUE HOTEL, ENUGU

2.8 POWER HOLDING COMPANY OF NIGERIAN (PHCN)

2.9 PROFILE OF GOLD VALUE HOTEL, LTD, ENUGU

2.10 CUSTOMERS FORUM

2.11 DEFINITION OF SPECIAL TERMS

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.1 THE RESEARCH DESIGN

3.2 AREA OF THE STUDY

3.3 POPULATION OF THE STUDY

3.4 SAMPLE SIZE DETERMINATION

3. 5 METHOD OF DATA COLLECTION

3.5.1 PRIMARY SOURCES OF DATA

3.5.2 SECONDARY SOURCES OF DATA

3.6 VALIDITY OF DATA INSTRUMENTS

3.7 RELIABILITY OF DATA INSTRUMENTS

3.8 METHOD OF DATA ANALYSIS

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1 DATA PRESENTATION

4.1.2 ANALYSIS BASED ON KEY RESEARCH QUESTIONS

4.2 ANALYSIS BASED ON RESEARCH HYPOTHESIS

CHAPTER FIVE

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS

5.1 SUMMARY OF FINDINGS

5.2 RECOMMENDATION

5.3 CONCLUSION

BIBLIOGRAPHY

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The influence of customers complaints handling on marketing industry a comparative study of government and private enterprises in Nigeria.

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