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

THE ROLE OF PUBLIC RELATION AS A TOOL FOR CUSTOMER SERVICE INDUSTRY ( A CASE STUDY OF NIGERIAN TELEVISION AUTHORITY ENUGU SERVICES TO SELECTED FINANCIAL INSTITUTIONS)

  • Type:Project
  • Pages:69
  • Format:Microsoft Word
(Mass Communication Project Topics & Materials)
ABSTRACT
This research work tilled “ Public Relations as a tool for Customer Attraction and Retention in the service  Industry ( A case study of NTA Enugu services to some selected financial institutions)” was carried out with the objective of:
- Finding out the impact of public relations on consumer patronage of NTA Services 
- Finding out of public relations a successful tool in attracting and retaining customers.
- Finding out which public relations tools are most effective.
- Recommending what can be done to maintain and enhance public relations and its positive  effect on the company.
In achieving the above objectives, related literature were reviewed on how public relations can be effective to service  industries.
In addition secondary and primary data were collected from customers of NTA station Enugu.
Population of the  study impresses both relevant  staff  and management of NTA, two service companies which are NICON Insurance and Union Bank was studied. 
A population  of 21 was used for the  staff of NTA while 55 was used for the consumers.  The researcher used census survey  because the population is small and could be studied completely.
According to questionnaire  collected and interview conducted relevant  data were analyzed and  hypotheses tested.
The analyzed data brought out  the followings:    
- That public relation as a vital tool in attracting customers
- Also that public relations helps NTA in attracting and relating it’s numerous customers.
- That without  effective and efficient public relations activities  on the services industry (NTA) I customer relationship can not be cordial and this companies can never satisfy their customers let alone retaining them.
Based on the findings the following recommendations were made. 
- A market oriented public relations department should be built by the management  of all service industries especially NTA Enugu.
- Public relations tools employed by a company can attract and retain  patronage. The impact of these tools on consumers  can only be determined though researching into public relations activities so that the consumer will  be satisfied.
- Every staff of NTA  should always be conscious of  their treatment to customers.  Although a majority of  those respondents claimed to have a satisfactory relationship with the staff on NTA. It is not a bad idea of all the respondents have the some vie. This will give an edge to the firm over their competitors.  
If the above suggestions and recommendation are effectively and efficiently followed, the Nigeria Authority (NTA) will witness an increase  in their customer patronage  and thereby reap the benefit of a positive button life on an going base.
 
TABLE OF CONTENT 
TITLE PAGE II
APPROVAL  PAGE III
DEDICATION IV
ACKNOWLEDGEMENT V
 ABSTRACT VII
TABLE OF CONTENTS X

CHAPTER ONE 
1.1 BACKGROUND OF THE STUDY 1
1.2 BACKGROUND OF NTA ENUGU 1
1.3 STATEMENT OF PROBLEM 4
1.4 OBJECTIVE OF STUDY 4
1.5 HYPOTHESIS FORMULATION 5
1.6 SIGNIFICANCE OF STUDY 5
1.7 LIMITATIONS OF STUDY 8
1.8 DEFINITIONS OF TERMS 8

CHAPTER TWO
2.1 PUBLIC RELATIONS  DEFINED 10
2.2 OBJECTIVE OF PUBLIC RELATIONS 11
2.3 MEDIA USED IN PUBLIC RELATIONS 12
2.4 MIX FOR SERVICES MARKETING 15
2.5 WHO IS A CUSTOMER 19
2.6 WHAT IS CUSTOMERS ATTRACTION/RETENTION 19
2.7 THE IMPACT OF PUBLIC RELATIONS ON CUSTOMERS 21
2.8 ATTRACTION AND RETENTION  ON THE SERVICE INDUSTRY 21
2.9 PUBLIC RELATIONS AS A TOOL FOR ATTRACTION AND RETENTION CUSTOMERS IN NTA SERVICES .23

CHAPTER THREE
RESEARCH DESIGN 24
3.1 SOURCE OF DATA 24
3.2 POPULATION OF  STUDY 25
3.3 DETERMINATION OF SAMPLE SIZE 25
3.4 RESEARCH INSTRUMENT USED 28
3.5 QUESTIONNAIRE  ADMINISTRATION AND RESPONSE  RATE 29
3.6 METHOD OF DATA ANALYSIS 30

CHAPTER FOUR 
DATA PRESENTATION, ANALYSIS AND INTERPRETATION 
4.1 DATA PRESENTATION AND ANALYSIS 31
4.2 TESTING OF HYPOTHESIS 40

CHAPTER FIVE
SUMMARY  OF  FINDINGS, RECOMMENDATIONS AND CONCLUSIONS
5.0 SUMMARY OF FINDINGS’ 47
5.1 RECOMMENDATIONS 48
5.2 CONCLUSION 50
BIBLIOGRAPHY 61
        

THE ROLE OF PUBLIC RELATION AS A TOOL FOR CUSTOMER SERVICE INDUSTRY ( A CASE STUDY OF NIGERIAN TELEVISION AUTHORITY ENUGU SERVICES TO SELECTED FINANCIAL INSTITUTIONS)

Share This

Details

Type Project
Department Mass Communication
Project ID MAS1097
Price ₦3,000 ($9)
No of Pages 69 Pages
Format Microsoft Word

500
Leave a comment...

    Details

    Type Project
    Department Mass Communication
    Project ID MAS1097
    Price ₦3,000 ($9)
    No of Pages 69 Pages
    Format Microsoft Word

    Related Works

    ABSTRACT This research work tilled “ Public Relations as a tool for Customer Attraction and Retention in the service Industry ( A case study of NTA Enugu services to some selected financial institutions)” was carried out with the objective of: - Finding out the impact of public relations on consumer patronage of NTA Services - Finding out of... Continue Reading
    ABSTRACT This research work tilled “ Public Relations as a tool for Customer Attraction and Retention in the service Industry ( A case study of NTA Enugu services to some selected financial institutions)” was carried out with the objective of: - Finding out the impact of public relations on consumer patronage of NTA Services - Finding out of... Continue Reading
    THE ROLE OF PUBLIC RELATION AS A TOOL FOR CUSTOMER SERVICE INDUSTRY ( A CASE STUDY OF NIGERIAN TELEVISION AUTHORITY ENUGU SERVICES TO SELECTED FINANCIAL INSTITUTIONS) ABSTRACT This research work tilled “ Public Relations as a tool for Customer Attraction and Retention in the service Industry ( A case study of NTA Enugu services to some selected... Continue Reading
    ABSTRACT This project is a case study of Nigeria Television Authority (NTA) Enugu, to evaluate the efficiency of its television service marketing. The specific objectives addressed in the study includes: - To determine whether this television house is giving better services to customers or viewers. - To find out if viewers and advertisers are... Continue Reading
    ABSTRACT This study is necessitated by incessant complaints about the police, their shortcomings in combating crime, protection of life and property of the people. It is policing, extortion of the public by the police, brutality in the force, poor educational background and courtesy among members of the Nigeria police. Civilians quest to know how... Continue Reading
    CUSTOMER SERVICE AND ITS IMPROVEMENT IN THE NIGERIAN COMMERCIAL BANKING INDUSTRY. ABSTRACT This is a research work, which examines the improvement of customer service in the Nigerian Banking Industry. A case study of UBA Plc. Agbani Road Enugu. To guide this study the following five research questions and two hypothesis tested were formulated:... Continue Reading
    ABSTRACT A good corporate image usually regards to be essential for the existence of an organization. The success or failure of a co-operation (NEPA) for example depends on its relationship with its special public customers,... Continue Reading
    ABSTRACT The study towards the public relation Techniques for marketing Air Transport service in Nigeria (A case study of executive Air line service) The objectives of the study among others includes. To determine thee impact of public relation on increase customers patronage. To know how public relation helped in proving communication between... Continue Reading
    PUBLIC RELATION TECHNIQUES FOR MARKETING AIR TRANSPORT SERVICES IN NIGERIA (A CASE STUDY OF EXECUTIVE AIR LINE SERVICE ABSTRACT The study towards the public relation Techniques for marketing Air Transport service in Nigeria (A case study of executive Air line service) The objectives of the study among others includes. To determine thee impact of... Continue Reading
    ABSTRACT The study towards the public relation Techniques for marketing Air Transport service in Nigeria (A case study of executive Air line service) The objectives of the study among others includes. To determine thee impact of public relation on increase customers patronage. To know how public relation helped in proving communication between... Continue Reading