– An Assessment on the Impact of Quality Service on Consumer –
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ABSTRACT
This study examines the impact of Quality Service in business organization. Some firms aspire to be market leaders without considering their customers as being vital to their success.
This has led to the collapse of erstwhile good businesses. Due to this, the Impact of Quality Service on Consumer was examined with a focus on Arik Air Limited, Enugu.
A sample size of 196 respondents was served with questionnaire to generate data. The data elicited were analyzed using tables and simple percentages. The findings among others are the Management Staff awareness of the concept of Quality Service.
In addition, training, retraining and development of the workers enhance the success of Quality service approach in business.
Furthermore, Quality Service affects consumers (customers) satisfaction, teamwork and improved communication.
However, QS should be done with prudence to achieve its primary objective of consumer (customer) satisfaction without compromising organizational goals, especially in the face of changing environmental needs.
TABLE OF CONTENTS
Title page – – – – – – – – i
Certification – – – – – – – ii
Dedication – – – – – – – iii
Acknowledgement – – – – – – iv
Abstract – – – – – – – – vi
Table of Contents – – – – – – vii
List of Figures – – – – – – – xi
List of Tables – – – – – – – xii
CHAPTER ONE – INTRODUCTION
1.1 Background of the Study – – – – 1
1.2 Statement of the Problem – – – 4
1.3 Objectives of the Study – – – 7
1.4 Research Questions – – – – 8
1.5 Significance of the Study – – – 10
1.6 Scope of the Study – – – – 12
1.7 Limitations of the Study – – – 12
1.8 Definition of Terms – – – – 13
References – – – – – – 15
CHAPTER TWO – REVIEW OF RELATED LITERATURE
2.1 Introduction – – – – – – 16
2.2 Corporate Profile of Arik Air Limited Enugu 18
2.3 Overview of Quality – – – – – 21
2.4 Defining Quality – – – – – 22
2.5 Dimension of Quality – – – – 27
2.5.1 Quality Process – – – – – 27
2.6 Overview of Services – – – – – 30
2.6.1 Service Reliability – – – – – 32
2.7 Importance of Service to Marketing – – 33
2.8 Customer Relationship – – – – 33
2.9 Service Delivery – – – – – 34
2.10 The Nature of Total Quality Management (TQM)35
2.11 Total Quality Management Principles – 41
2.12 Competitive Edge as a Corporate Strategy – 46
2.13 Other Elements of Competitive Edge – – 51
2.14 Challenges of Quality Service Impact on Consumers – — 58
2.15 The Place of Quality in the Marketing of Aviation Services – – 64
2.16 Service Quality Implementation in Nigeria 65
2.17 Prospects of Quality Service on Consumer 67
References – – – – – – 72
CHAPTER THREE – RESEARCH METHODOLOGY
3.1 Introduction – – – – – – 74
3.2 Research Design – – – – – 74
3.3 Population of the Study – – – – 75
3.4 Sampling /Sampling Procedure – – 76
3.5 Source of Data/Data Collection Instrument 77
3.6 Determination of Sample Size – – – 79
3.7 Test of Reliability and Validity Instruments 81
3.8 Method of Data Analysis – – – – 81
References – – – – – – 83
CHAPTER FOUR – DATA PRESENTATION, ANALYSIS, AND DISCUSSION OF FINDINGS
4.1 Data Presentation and Analysis – – 84
4.2 Discussion of Findings – – – – 101
CHAPTER FIVE – SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1 Summary of Findings – – – – – 104
5.2 Conclusion – – – – – – – 107
5.3 Recommendations – – – – – – 108
5.4 Further Research Area – – – – – 109
Bibliography
INTRODUCTION
1.1 Background of the Study
Global competition on today’s business, coupled with the rapid development in technology, especially information technology that has made the world a global village, has necessitated business entities to develop strategies that will not only guarantee their stability but also growth in the face of adverse business conditions and survival of the fittest competition.
These strategies comes a various forms and have evolved over the years, based on the economic situation on one head, and the nature of competition existing at every point in time at the other hand.
Some of these strategies have been used with some degrees of success, while others were absolute failure. The reason organizations could not find absolute solace in these strategies has been the subject of many discussions by experts in the field of Marketing Management (Fernandez and Stahl, 1995).
BIBLIOGRAPHY
Adekanye, F. (1983): Element of Banking in Nigeria; Graham Lagos: Becifordshire.
Adirika, et al (1996): Principles and Practice of Marketing; Enugu: Rex Enterprises Nigeria.
Aeker, D.A. (1993): Managing Asset and Skills: The key to a
Sustainable Competitive Advantage; California Management Review; Winter.
Agbachi, E. (1984): The end of Arm Chair Banking; Lagos: Business Times; DTN Publications, Lagos.
Aikmund, N.G. (1994): Business Research Methods; Orlando: Dryden Press Limited.
Aluko, M. et al (2004): Business Policy and Strategy (3rd.ed): Lagos: Longman Plc. Approach; London: Cassell.
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