EFFECTIVE MARKETING OF QUALITY SERVICES IN A PUBLIC UTILITY COMPANY: A CASE STUDY OF NATIONAL ELECTRIC POWER AUTHORITY (NEPA) PLC
EFFECTIVE MARKETING OF QUALITY SERVICES IN A PUBLIC UTILITY COMPANY: A CASE STUDY OF NATIONAL ELECTRIC POWER AUTHORITY (NEPA) PLC
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Date
1999-12
Authors
YELLEMAN, Abubakar Makki
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Abstract
ABSTRACT
The preoccupation of this project is to evaluate the marketing of services
in a public utility company with faith particular reference to the National Electric
Power Authority (NEPA).
In order to facilitate the study, data were collected from both the primary
and secondary sources. Personal interviews were also used as a major source of
collecting primary data.
The research work was carried out in five chapters. Chapter one deals with
introduction covering such areas as the background information, statement of
problem, the research question, purpose of study, hypothesis of the study,
delimitation and limitation of study as well as the methodology and operational
definition of the study.
Chapter two succruictly reviewed the related literature to the study
covering such areas as the nature and scope of marketing, the concept of quality,
total quality management, the marketing of services, effective management of
quality customer service, and the corporate nature of (NEPA).
Chapter three shows the methodology of the study. Under this chapter, the
research design, population of the study, the sampling, description of instruments
used, and the analysis of statistical technique used were treated.
Chapter four of the study basically showed the presentation and analysis
of data while chapter five summarized and concluded the study after which
recommendation were given based on research findings.
Description
DEPARTMENT OF BUSINESS ADMINISTRATION
FACULTY OF ADMINISTRATION
AHMADU BELLO UNIVERSITY
ZARIA, NIGERIA.
Keywords
EFFECTIVE MARKETING, QUALITY SERVICES,, PUBLIC UTILITY COMPANY,, CASE STUDY,, NATIONAL ELECTRIC POWER AUTHORITY (NEPA)