ABSTRACT
This study deals on the effect of after sales services on consumer patronage, using PZ as a case study. The historical background and the development of this company this study attempts to evaluate the effects of after sales services such as delivery, maintenance, installations, guarantees and warranty, on consumer patronage. It further seeks to address such questions as how can these functions be implemented? Do these function benefit the consumer prospects? The population of the study was 300, 100 from senior staff and 200 from junior staff and the sample size 75 out of the 75 questionnaires distributed, 50 were returned. The presentation and analysis of data was carried out. The three formulated hypotheses were tested using chi-square (X2) method from the findings, it was discovered that the after sales services have effects on consumer patronage. Constant review of staff’s conditions of services is recommended. A well-motivated and trained staff will be a greater tool to the enterprise and other service of programme joined together.
TABLE OF CONTENTS
Abstract
CHAPTER ONE
1.0 Introduction
1.1 Background of Study
1.2 Statement of Problems
1.3 Research Objectives
1.4 Research Question
1.5 Research Hypothesis
1.6 Scope of Study
1.7 Significance of study
1.8 Limitation of study
1.9 Definition of terms
CHAPTER TWO
2.0 Literature Review
CHAPTER THREE
3.0 Research methodology
3.1 Research Design
3.2 Population of study
3.3 Sampling Design and Procedure
3.4 Data Collection Instrument
3.5 Administration of Data Collection Instrument
3.6 Methods of data analysis
CHAPTER FOUR
4.0 Data Presentation and Analysis
4.1 Data Presentation
4.2 Test of Hypothesis
CHAPTER FIVE
5.0 Summary, Conclusion and Recommendation
5.1 Summary
5.2 Conclusion
5.3 Recommendation
References
Questionnaire
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