THE ROLE OF CUSTOMER SERVICE IN THE SERVICE DELIVERY OF MULTINATIONAL COMPANIES IN NIGERIA (A CASE STUDY OF UNILEVER NIGERIA PLC ABA)

THE ROLE OF CUSTOMER SERVICE IN THE SERVICE DELIVERY OF MULTINATIONAL COMPANIES IN NIGERIA

(A CASE STUDY OF UNILEVER NIGERIA PLC ABA)


NUMBERS PAGES: 59         RESEARCH TYPE:- PROJECT         AMOUNT :- ₦2500

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                                                                        ABSTRACT

The business organization operates in an environment and through is the essence of business.  The business organization is expected to continually to satisfy it customer hence this work gets to investigate the role of customer service in the operation of multinational fir with particular reference to Unilever Plc Aba.  The method applied in this study is a combination of content analysis and survey research, the data were sourced through both primary and secondary sources and the instrument used availed the researcher the opportunity to have a first hand information.  The unit of analysis Unilever of Nigeria Plc  Aba branch social artifacts, and the data collected from the units are presented in tables and analyzed using chi-square (x2) method.  Among the major finding of this research work, including that the dissatisfaction experience by customers is due to the inefficiency of the multinational company staff, there is a relationship between improved service delivery and multinational company efficiency and multinational company profitability.  But owing to the limitations encountered, further studies should be carried out  to service between two multinational company operating within the country.

 

TABLE OF CONTENTS

Title Page

Approval Page

Dedication

Acknowledgement

Abstract

Table of Contents

CHAPTER ONE

Introduction

  • Background of the Study
  • Statement of the Problem
  • Research Question
  • Objective of the Study/Purpose
  • Significance of the Study
  • Scope of the Study
  • Limitations of the Study
  • Definition of Terms

CHAPTER TWO

Literature Review

  • Historical Framework/Background
  • The Relevant Theories/Models
  • The Concept of Marketing of Multinational Company Service
  • Types of Customer Service Standards
  • Factors Influencing Multinational Company’s Service
  • Management
  • Summary of Literature Review

CHAPTER THREE

Research Design and Methodology

  • Introduction
  • Research Design and Methodology
  • Sources of Data
  • Method of Data Collection
  • Sampling Method/Techniques
  • Validity and Reliability of Measuring Instrument Validity
  • Method of Data Analysis

CHAPTER FOUR

Data Presentation and Analysis

  • Introduction
  • Presentation and Analysis of Data According to Questions

CHAPTER FIVE

Summary of Findings, Conclusion and Recommendations

  • Summary of Findings
  • Conclusion
  • Recommendations

References

Appendix



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