Satisfaction and Retention: A Key to Business Survival (A Case Study of Berger Paints Nigeria Plc)

PROPOSAL

The importance of consumer satisfaction and retention as a key to business survival can be fully appreciated when one realizes dominant role it plays in the organization (Private and Public sector) and the nation economy at large. Consumer satisfaction is the main stay of an organization in that any firm fails in this area will barely break even. It improves, increases the business activities and promote economic growth. These projects continue five chapters, each chapter concentrate on different aspect of human endeavour and the economy at large.

Chapter one is to introduce the significant important of the study, and statement of the general problem, object we and rational, the scope and limitation, the Definition of the terms is not an exception.

Chapter two discusses the literature review only.

Chapter three deals with researcher methodology and the instrument used, research population, also, it explains the sampling procedure employed, and the historical background of the study, and the organizational structures.

  Chapter four explain about the formulation and hypothesis of the study, the presentation of data.

Chapter five which is the last chapter of the research work stressed on the summary of the findings and the recommendation, and also explains the conclusion in an organization.

 

TABLE OF CONTENTS

CHAPTER ONE

1.0    Introduction

1.1    Statements of the problem

1.2    Aims and Objectives of the study

1.3    Significance of the Study

1.4    Scope of the Study

1.5    Limitation of the Study

1.6    Definition of the term

CHAPTER TWO

2.0    Literature Review

2.1    Tools for tracking and measuring customer satisfaction

2.2    Deliverance customer value and satisfaction

2.3    Value Chain

2.4    Value – Delivering Network

2.5    Attracting and retaining customers

2.6    Attracting customer

2.7    Computing the cost of customer

CHAPTER THREE.

3.0    Research methodology

3.1    Population and sample size

3.2    Method of Data Collections

3.3    Method of Data Presentation

3.4    Method of Data analysis

CHAPTER FOUR

4.1    Historical Background of Berger Paints

4.2    Data Presentation, Analysis, and Interpretation

4.3    Testing of Hypothesis

4.4    Discussion of Findings.

 

CHAPTER FIVE

5.1    Summary, Recommendation and Conclusion

5.2    Summary of the Research findings

5.3    Conclusion

5.4    Recommendation

5.5    Appendix

5.6    References