+234 813 0686 500
+234 809 3423 853
info@grossarchive.com

AN ASSESSMENT OF THE ROLE OF CUSTOMERS’ SERVICE DELIVERY IN PUBLIC SECTOR BUSINESS ORGANIZATIONS A CASE STUDY OF POWER HOLDING COMPANY OF NIGERIA

  • Type:Project
  • Pages:63
  • Format:Microsoft Word
(Business Administration and Management Project Topics & Materials)

TABLE OF CONTENTS

Title Page                                                                                           i

Approval page                                                                                   ii

Dedication                                                                                         iii

Declaration                                                                                        iv

Table of contents                                                                               v

Chapter One

1.1     General Background of the Study                                             1

1.2     Statement of the Problem                                                          5

1.3     Objective of the study                                                              6

1.4     Research Questions                                                                  6

1.5     Hypothesis of the study                                                            7

1.6     Scope  and limitation of the study                                             7

Chapter Two

Literature Review

2.1     Literature review                                                                      9

2.2     Customer Assessm ent                                                              10

2.3     How to deliver exceptional client service                                   10

2.3.1  Just Doing your job Vs Delivering exceptional services             11

2.4     Service delivery                                                                       12

2.5     Customer Relationship Management                                         12

2.5.1  CRM through Information Technology                                     13

2.6     Public Service Delivery System                                                14

2.6.1  The public as clients                                                                 16

2.6.2  The public as customers                                                           16

2.6.3  The public as Consumer                                                           17

2.7     What is Customer Services                                                       18

2.7.1  Why Should a company or agency provide customer services?  18

2.7.2  What are the concepts underlying effective customers services strategies                                                                                   19

2.7.3  What are the guiding principles of companies that deliver effective customer services                                                                             20

2.8     How does an organization develop and implement an effective customer service strategy                                                                 21

2.9     Complexity of Integrated Service delivery (ISD)                        24

2.10   Personalized, Segmented and Pro-active services delivery           24

2.10.1 The principles of public service delivery                                   27

2.11   Customer Service of Power Holding Company of Nigeria          31

2.11.1 Mission Statement                                                                   31

2.11.2 Our goal                                                                                  32

2.11.3 Customers right and obligation                                                 33

2.11.4 Procedure for Grievance Redress                                              35

2.11.5 PHCN’s obligation to Customer                                               35

2.11.6 Management Obligation                                                           36

2.11.7 Government Obligation                                                            38

Chapter Three

Research Methodology

3.1     Introduction                                                                              39

3.2     Research design                                                                       39

3.3     Population of the study                                                             40

3.4     Sampling size                                                                           40

3.5     Research Instrument Employed                                                40

3.6     Sampling Techniques                                                               41

Chapter Four

4.1     Introduction                                                                             42

 

Chapter Five

Summary, Recommendation and Conclusion

5.1     Summary                                                                                 49

5.2     Conclusion                                                                              51

5.3     Recommendation                                                                     52

References                                                                              

 

 

AN ASSESSMENT OF THE ROLE OF CUSTOMERS’ SERVICE DELIVERY IN PUBLIC SECTOR BUSINESS ORGANIZATIONS A CASE STUDY OF POWER HOLDING COMPANY OF NIGERIA

Share This

Details

Type Project
Department Business Administration and Management
Project ID BAM2452
Price ₦3,000 ($20)
No of Pages 63 Pages
Format Microsoft Word

500
Leave a comment...

    Details

    Type Project
    Department Business Administration and Management
    Project ID BAM2452
    Price ₦3,000 ($20)
    No of Pages 63 Pages
    Format Microsoft Word

    Related Works

    TABLE OF CONTENTS Title Page i Approval page ii Dedication iii Declaration iv Table of contents v Chapter One 1.1 General Background of the Study 1 1.2 Statement of the Problem 5 1.3 Objective of the study 6 1.4 Research Questions 6 1.5 Hypothesis of the study 7 1.6 Scope and limitation of the study 7 Chapter Two Literature Review 2.1 Literature... Continue Reading
           ABSTRACT    This research work was designed to study training and development of employees in service organization.   This study titled “An Evaluation of the effect of manpower training and development in service organizations. A case study of power holding company of Nigeria (PHCN) PLC Enugu Zone is of/with the view of finding out... Continue Reading
    CHAPTER ONE: Introduction 1.0     INTRODUCTION Increasing competition is continually pushing businesses towards more efficient processes, and slimmer margins. Highly capitalized industries have to ensure that their... Continue Reading
    TABLE OF CONTENTS Title Declaration Approval page Dedication Acknowledgement Abstract Table of contents CHAPTER ONE Introduction 1.0Introduction 1.1Statement of Problem 1.2Objectives of the study 1.3Significance of the study 1.4Statement of Hypothesis 1.5Scope and limitations of the study 1.6Definition of Terms CHAPTER TWO Literature review... Continue Reading
    The scope of governmental auditing has been widened over the year by the demand for independent verification of information to the extent that it can no longer be limited to the audit of financial operations, but value for money audit which ensures that the activities and programs are carried out at low cost and high standard. Lack of commitment... Continue Reading
    ABSTRACT The scope of governmental auditing has been widened over the year by the demand for independent verification of information to the extent that it can no longer be limited to the audit of financial operations, but value for money audit which ensures that the activities and programs are carried out at low cost and high standard. Lack of... Continue Reading
    TABLE OF CONTENTS CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY 1.2 STATEMENT OF THE PROBLEM 1.3 PURPOSE OF THE STUDY 1.4 RESEARCH QUESTION 1.5 HYPOTHESIS FORMULATION 1.6 SIGNIFICANCE OF THE STUDY 1.7 SCOPE AND LIMITATIONS TO THE STUDY 1.8 DEFINITION OF TERMS CHAPTER TWO REVIEW OF RELATED LITERATURE 2.1 THEORETICAL FRAMEWORK FOR THE STUDY... Continue Reading
    CHAPTER ONE INTRODUCTION BACKGROUND TO THE STUDY It is not possible to have good human relations without communication. On the other hand, effective communication is required not only for human relations but for a good and... Continue Reading
    ABSTRACT This research work was designed to study training and development of employees in service organization. This study titled “An Evaluation of the effect of manpower training and development in service organizations. A case study of power holding company of Nigeria (PHCN) PLC Enugu Zone is of/with the view of finding out the way by... Continue Reading
    ABSTRACT The purpose of this study is to ascertain the compact of bureaucracy towards achieving organizational goals and objectives. The survey method of descriptive research was used for the study. The main instrument used in data collection for the study was a questionnaire the responses were tached in frequency tables and percentages were used... Continue Reading