IMPACT OF CUSTOMER COMPLAINTS ON MARKETING PERFORMANCE IN THE SERVICE INDUSTRY (A CASE STUDY OF MTN NIGERIA)
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style: APA
- Recommended for : Student Researchers
- NGN 3000
ABSTRACT
Companies sometimes think that they are doing well, only to discover later on that customers were dissatisfied and have not returned. It is better to encourage them to complain even about the petty things, than to wait until things become really bad. Not often the complaints simply arise because the customer does not feel he has been “treated right”. It may be astonishing to note that: the reason why large percentage of customers change suppliers may have less or nothing to do with the quality of the product or service. It was because customers feel “the company did not seem to care and did not communicate with them. They feel they were being taken for granted”. The first thing the customer who complains is looking for is a sympathetic ear. Handling complaints is probably the most common form of customer care and there is a standard procedure for dealing with it. May customers see the way an organization handles the complaint as the test of commitment to the things being practiced and preached about customer care. The major objective of this work is to establish the relevance of customer complaints and how service companies have fared or failed in handling customers’ complaints. In order to achieve the above aims, MTN Nigeria was used as a case study. Research questionnaire was designed and administered. Hypotheses tested were on the significance of: The level of attention accorded customers complaints by service-oriented companies; The benefits accruable from proper customer complaint handling and good customer relations. The findings of the study revealed that there are significant differences in the operation, benefits and perception of customer complaints handling by service oriented companies in Nigeria when compared with non-service companies.
Related Project Materials
EFFECTIVE COMMUNICATION AS A TOOL FOR ACHIEVING ORGANIZATIONAL GOAL AND OBJECTIVES IN NTA (CASE STUDY OF NIGERIA TELEVISION AUTHORITY KADUNA)
ABSTRACT
This research work centres on “Effective Communication as a tool for achieving organizational...
AN ASSESSMENT OF THE BROADCAST MEDIA CAMPAIGN AGAINST DRUG ABUSE IN NIGERIA
ABSTRACT
Trafficking and use of illicit drugs have become a deadly plague unleashing social and health...
THE IMPACT OF TRAINING AND DEVELOPMENT OF HUMAN RESOURCE AS A CRITICAL FACTOR IN THE BANKING SECTOR
ABSTRACT
This research work on the impact of training and development of human resource as a critical factor in banking sector a case stu...
BUSINESS EDUCATION STUDENTS’ AWARENESS AND UTILIZATION OF E-LEARNING
ABSTRACT
The study investigated the awareness of e-learning and its utilization by business education s...
RELATIONSHIP BETWEEN ACHIEVEMENT MOTIVATION AND ACADEMIC PERFORMANCE OF SCIENCE SENIOR SECONDARY SCHOOL STUDENTS IN KANO, KANO STATE, NIGERIA
ABSTRACT
This study determined the relationship between achievement motivation and academic performance among science senior secondary sc...
EVALUATION OF PHARMACIST INTERVENTIONS ON TREATMENT OUTCOMES OF PULMONARY TUBERCULOSIS PATIENTS IN SECONDARY HEALTH FACILITIES ABUJA
ABSTRACT
Tuberculosis is a chronic infection that still remains one of the major health problems in most developing countries. Poor treat...
THE INFLUENCE OF BUDGETING SOFTWARE ON FINANCIAL PLANNING
THE INFLUENCE OF BUDGETING SOFTWARE ON FINANCIAL PLANNING
The objectives of this research are to: (1) analyze the impact...
INFORMATION TECHNOLOGY AND THE CHANGING ROLE OF MASS MEDIA IN NIGERIA
ABSTRACT
In this study, the researcher examined the impact of information technology (IT) on media development in Nigeri...
INVESTIGATING THE BENEFITS OF EARLY CHILDHOOD EDUCATION ON COMMUNITY RESILIENCE
ABSTRACT: Investigating the benefits of early childhood education on...
SURVEY OF FARM SOURCES OF INCOME AMONG RESIDENTS
ABSTRACT
This study was carried out to examine In this study, our focus was to examine the farm sources of income am...
