Description
ABSTRACT
Marketing is the set of creative human activities aimed at identifying anticipating and satisfying human needs and wants through exchange as efficiently and as efficiently and as effectively as possible (Adirika P 990:3).
This study focused on the effectiveness of consumer service delivery in the fast food industry a case study of Mr. Biggs in Enugu metropolis in order to carry out the work some of these objectives stated.
– To determine the responsiveness of the service delivered my Mr. Biggs to consumer patronage.
– To access the competence of the service provider (Mr. Biggs Enugu) towards consumer service delivery
– And to determine the positive impact on the profitability of Mr. Biggs by its level of service delivery.
Based on the stated objectives four hypothesis were formulated.
Extensive literature review of textbook newspapers magazines business journals and some past project of graduated students who studies related to pie of the study were carried out which is the secondary source of data used primary data were sourced from respondents comprising consumers and management and relevant staff of Mr. Biggs in Enugu metropolis.
The sample size was determined using Topman’s formular for the consumer of Mr. Biggs also Bunleys formular for management and relevant staff of Mr. Biggs in Enugu.
The researcher used chi-square (x2) statistical method to test the hypothesis which were earlier formulated for the study the data collected were presented on statistical table using frequencies and percentage for analysis.
In the process of this study the following findings were revealed.
– That there is a positive relationship between the quality of Mr. Biggs service delivery and consumer satisfaction.
– That there is a positive relationship between responsiveness of Mr. Biggs service delivery and consumer patronage.
– That most consumer of Mr. Biggs in Enugu metropolis were made up of business men/women civil servant children and students.
– It equally revealed that majority of the consumer spent 15mins to 20mins in receiving the service and product form Mr. Biggs Enugu.
In view of the revealing findings recommendations on how to improve in the effectiveness of consumer service delivery in Mr. Biggs Enugu Metropolis were offered.
In conclusion the ultimate aim of marketers (service provider ) is geared towards consumer satisfaction at a profit to the company
TABLE OF CONTENTS
Preliminary pages
Cover page
Title page
Certification
Dedication
Acknowledgement
Abstract
Table of contents
CHAPTER ONE
1.0 Introduction
1.1 Background to the study
1.2 Statement of the problems.
1.3 Objectives of the study
1.4 Formulation of hypotheses
1.5 Significance of the study
1.6 Scope of the study
1.7 Definition of terms.
CHAPTER TWO
2.0 Literature review
2.1 Overview of service
2.2 Overview of consumer service
2.3 Consumer service and buyer decision concept in fast food industry
2.4 Advantages marketing philosophy in consumer service
2.5 Facilitating and value augmenting service in fast food industry.
2.6 Managing product support service in the fast food industry
2.7 Importance of internal marketing in consumer service delivery
2.8 Consumer service delivery in fast food industry
CHAPTER THREE
3.0 Research methodology
3.1 Research design
3.2 Source of data
3.3 Population of the study
3.4 Sample size determination
3.5 Sampling technique
3.6 Method of data collection
3.7 Method of data treatment and analysis
3.8 Limitation of the study
CHAPTER FOUR
4.0 Presentation analysis and interpretation of data and testing of hypotheses
4.1 Presentation analysis and interpretation of data
4.2 Testing of hypotheses
CHAPTER FIVE
5.0 Summary of finding recommendation and conclusion
5.1 Summary of finding
5.2 Recommendations
5.3 Conclusion
Bibliography
Appendix I
Appendix II