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COMPARATIVE EVALUATION OF CUSTOMER SERVICES IN PRIVATE AND PUBLIC BROADCASTING ORGANIZATION_ A STUDY OF NTA AND AIT

ABSTRACT 

This study comparatively evaluated customer services in government and privately owned broadcasting organizations. It determined whether customer services exist in NTA and AIT, customer services of NTA and AIT meet up with the expectations of their customers, job specification customer services in NTA is similar to AIT, NTA and AIT evaluate the performances of their customer service department, NTA has the plans of exceeding their competitors AIT in customer service delivery, and customer service activity is given more priority position in NTA than in AIT. The survey research design was adopted for this study and the population of the study comprised of the Staff and Customers of NTA and AIT in Enugu State. The sampled size for the staff and customers of the organizations were determined to be 148 and 120 respectively. Data was collected with the aid of questionnaire and presented descriptively using frequency tables, percentages and charts. Chi-Square statistics was used in testing hypotheses 1 and 3, ANOVA was used in testing hypotheses 2, 4 and 6 while the Z-test statistics was used in testing hypotheses 5 and 7. These were done with the aid of the SPSS 17.0 statistical software. The study revealed that NTA and AIT have customer service department; do not meet up with the expectations of customers in their service delivery; give customer services priority position in their organization; have different method of customer service delivery; evaluate the performance of their customer service section; and do not compare their customer service delivery with that of their competitors. It was recommended that broadcasting organizations should be very proactive in their customer service activities; ensure that programmes and activities are initiated and implemented to ensure customer satisfaction; and place greater focus and emphasis customer services; imbibe the spirit of competition.

Project detailsContents
 
Number of Pages101 pages
Chapter one Introduction
Chapter two Literature review
Chapter three  methodology
Chapter  four  Data analysis
Chapter  five Summary,discussion & recommendations
ReferenceReference
QuestionnaireQuestionnaire
AppendixAppendix
Chapter summary1 to 5 chapters
Available documentPDF and MS-word format


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