The importance of consumer satisfaction and retention as a key to business survival can be fully appreciated when one realizes the dominant role it plays in the organization (Private and Public sector) and the nation's economy at large. Consumer satisfaction is the mainstay of an organization in that any firm that fails in this area will barely break even. It improves, increases business activities, and promotes economic growth. These projects continue five chapters, each chapter concentrating on a different aspect of human endeavor and the economy at large.
Chapter one is to introduce the significant importance of the study, and statement of the general problem, object we and rational, the scope and limitation, the Definition of the terms is not an exception.
Chapter two discusses the literature review only.
Chapter three deals with researcher methodology and the instrument used, research population, also, it explains the sampling procedure employed, and the historical background of the study, and the organizational structures.
Chapter four explain about the formulation and hypothesis of the study, the presentation of data.
Chapter five which is the last chapter of the research work stressed on the summary of the findings and the recommendation, and also explains the conclusion in an organization.
TABLE OF CONTENTS
1.1Statements of the problem
1.2Aims and Objectives of the study
1.3Significance of the Study
1.4Scope of the Study
1.5Limitation of the Study
1.6Definition of the term
2.1Tools for tracking and measuring customer satisfaction
2.2Deliverance customer value and satisfaction
2.4Value – Delivering Network
2.5Attracting and retaining customers
2.7Computing the cost of customer
3.1Population and sample size
3.2Method of Data Collections
3.3Method of Data Presentation
3.4Method of Data analysis
4.1Historical Background of Berger Paints
4.2Data Presentation, Analysis, and Interpretation
4.3Testing of Hypothesis
4.4Discussion of Findings.
5.1Summary, Recommendation and Conclusion
5.2Summary of the Research findings