MARKETING COURIER SERVICE IN ENUGU STATE
(A CASE STUDY OF TNT/IAS OF NIGERIA)
ABSTRACT
This research work attempted to investigate on the marketing of courier services in Enugu State with special reference to (TNT/IAS) Thomas Nationwide Transportation/International Airline Services of Nigeria which is the case study.
Couriers are established to make profits. Are these profit made at the expenses of the customers? Or is it as a result of the services provided by the courier. It is the arm of this TNT/IAS of Nigeria market their courier services to their various customers. In other words, is customer’s satisfaction what these couriers aim to achieve.
To solve the research problem both primary and secondary data were collected. The research instruments used in collecting the data were questionnaires and oral interview. The respondents comprised of the couriers staff. Customers of the courier.
In organizing and presenting data collected, tables, frequencies, pie chart, histogram and percentages were used. The various hypotheses were tested using the chi-square.
Data analysis and interpretation gave the following findings:
- Marketing department is not established in all the courier’s branches.
- Thomas Nationwide transportation of Nigeria faced intense competition from other couriers.
- The interest charged by the courier are high.
- The customers know about the courier through advertising, friends employer and other means.
Based on the findings the researcher recommends that:
- Marketing department should be established in all the courier’s branches to see that customers are satisfied.
- The courier should reduce its charges to its various customers.
The conclusion of the study is that marketing of courier services should be done by TNT/IAS of Nigeria. This is to increase the customers satisfaction and increase its profitability.
TABLE OF CONTENTS
CONTENTS PAGES
TITLE PAGE i
APPROVAL PAGE ii
DEDICATION iii
ACKNOWLEDGEMENT iv
ABSTRACT v
TABLE OF CONTENTS viii
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Problems
1.3 Objectives of the Study
1.4 Hypothesis Formulation
1.5 Significance of the study
1.6 Scope of the study
1.7 Definition of Terms
CHAPTER TWO
LITERATURE REVIEW
2.1 Meaning of Marketing
2.2 Meaning of Service
2.3 An Overview of Courier Services
2.4 The Needs of Marketing of Courier Services
2.5 The Place of Marketing in Courier Services
2.6 Strategies for Marketing of Courier Services
2.7 Problems Associated with Marketing of Courier
Service
2.8 Prospects of Marketing of Courier Services
2.9 Marketing of Delivering Services in Thomas
Nationwide Transportation
CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 Research Design
3.2 Sources of Data
3.3 Population of the Study
3.4 Sample Size for Courier’s Staff
3.5 Sample Size for Customers
3.6 Sampling Techniques
3.7 Research Instrument Used
3.8 Questionnaire Administration and Response
Rate for Courier’s Staff
3.9 Questionnaire Administration and Response
Rate for Courier’s Staff
3.10 Method of Data Treatment and Analysis
CHAPTER FOUR
PRESENTATION AND ANALYSIS
4.1 Analysis of Courier’s Staff Questionnaire
4.2 Analysis of Customers Questionnaires
4.3 Test of Hypotheses
CHAPTER FIVE
5.0 DISCUSSION OF FINDINGS RECOMMENDATIONS
AND CONCLUSION
5.1 Summary of Findings
5.2 Recommendation
5.3 Conclusion
BIBLIOGRAPHY
APPENDIXES
RESEARCH PROPOSAL
A research proposal according to Ani and Ugwu, Ozo, Odo (1991) is an abridged account of what a researcher intends to do and the procedures or methodology he intends to adopt in doing it.
The proposal is on the EFFECTIVENESS OF CUSTOMER (SERVICES DELIVERY IN THE COURIERS INDUSTRIES SERVICE).
This study will be divided into the following format (See same Author page 119).
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Problems
1.3 Objectives of the Study
1.4 Hypothesis Formulation
1.5 Significance of the study
1.6 Scope of the study
1.7 Definition of Terms
CHAPTER TWO
LITERATURE REVIEW
CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 Research Design
3.2 Sources of Data
3.3 Population of the Study
3.4 Sample Size for Courier’s Staff
3.5 Sample Size for Customers
3.6 Sampling Techniques
3.7 Research Instrument Used
3.8 Questionnaire Administration and Response
Rate for Courier’s Staff
3.9 Questionnaire Administration and Response
Rate for Courier’s Staff
3.10 Method of Data Treatment and Analysis
CHAPTER FOUR
PRESENTATION AND INTERPRETATION OF DATA
CHAPTER FIVE
SUMMARY OF FINDINGS RECOMMENDATIONS AND CONCLUSION
1.1 INTRODUCTION
As a researcher, I should be able to X-ray the important of Courier service in customer’s delivery. Here the research will be interested in the marketing of courier service in delivery service, to observe that the major problem facing the industry is the infrastruction by the government, Bad road in service delivery. It is expected that at the end of his study he/she will be able to discover the ways and means through which “TNT/IAS and other courier services should deliver an effective and efficient customer service, so as to ensure customer satisfaction.
1.2 STATEMENT OF PROBLEM
The study will reveal the research work of courier service deliver in dispatch of goods services and to examine the effects of ineffective customer service delivery. It is therefore important to find out the place of customer services in delivery.
1.3 OBJECTIVE OF THE STUDY
Some of the objective of the study are
(a) Whether the customers of the above courier are satisfied with the quality of delivery service.
(b) To determine the extent of which marketing of delivery services have increased the volume of dispatch in TNT/IAS of Nigeria.
(c) To appraise the contribution of marketing of delivery services to the profitability of the courier service.
FORMULATION OF HYPOTHESES
The following hypothesis should be carried out in the study.
Hypothesis One
HO: The customers of the courier (TNT/IAS) are satisfied
HI: The customers of the courier are not satisfied
Hypothesis One
HO: There is long delay in delivery goods & shipment of consignment in (TNT/IAS)
HI: There is no long delay in delivery goods & shipment of consignment in (TNT/IAS)
SIGNIFICANCE OF THE STUDY
This study will be of immense benefit to courier service in building customer satisfaction value and retention
SCOPE OF THE STUDY
The scope of the study will be the management and staff of the service (TNT/IAS) and their customers in Enugu metropolis.
DEFINITION OF TERMS
For easily understating of the topic all the important terms are to be defined.
CHAPTER TWO
LITERATURE REVIEW
A comprehensive literature review will be carried out by the researcher. This review will come under two sub-heads directly related literature and indirectly related literature, the following will be discussed.
(1) Effectiveness of Courier Service delivery in marketing services.
(2) Advantages of Marketing philosophy in Courier Service.
(3) Important of internal marketing in courier service delivery.
(4) Comparing profile.
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
The procedure used in carrying out the study will be stated.
Questionnaire will be shared and administered to a population comprising the marketing of courier service delivery in delivering service.
CHAPTER FOUR
PRESENTATION ANALYSIS AND INTERPRETATION OF DATA
The analysis of data will involve the use of descriptive analysis. In this, the researcher will descriptively analyze the flow of response by the target respondents and perceiving scores will be assigned to the responses. Data presentation will involve the use of the respondents flow table and the research question will be validated.
CHAPTER FIVE
SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION
The researcher will base on the analysis, present or summary of findings, then based on the analysis, present a summary of findings.
Then based on the summary of findings recommendation will be draw from the research and conclusion will be made.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND TO THE STUDY
The alarming rate of courier distress in an economy where premium domestic delivery, nationwide. They delivered consignment to major cities in less than twelve hours and within twenty-four hours to other location nation-wide and has gained steady recognition as Europe largest and one of the world leaders in the express delivery field. In recent times, the delivery industries while undergoing some operational and managerial changes is also been faced with severe problems.
The researcher considered TNT/IAS of Nigeria PLC for the purpose of this study because of the position it occupies in the industrial sector and its strategic location to the researcher.
TNT/IAS of Nigeria is leading delivery institution in Nigeria with many years of delivery experience. Industry and resilience behind it. Although the journey has not been easy, IAS has been able to weather through the storm, achieved so much within the years. With a highly skilled and experienced man power, the company has been able to have a strong asset base, state of the art infrastructure and high liquidity. Its flexible power in synergy is tremendous and accounted for the impressive performance of the company over the years even till June 1999 when it
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