THE ROLE OF PUBLIC RELATIONS IN ENHANCING CUSTOMER’S SATISFACTION
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ABSTRACT
This study is aimed at pointing out the function of pubic relations officer in customer’s satisfaction in Nigeria Airways Enugu. Research method: The data for this study were collected through questionnaire. Thereafter the data collected were analyzed using chi ” square method (X2) = (0 -e)E Which served to out qualitative characterizes In the data into numerical form and relationships.
The research finding the essentials of public relations officer in an establishment.
The effect of public relations in promoting the image of an organization.
The objective of this study is to identify more efficient and effective way of using public relations to enhance customers’ satisfaction and goodwill in Nigerian airways Enugu.
TABLE OF CONTENT
Title page II
Approval page III
Dedication IV
Acknowledgement V
Abstract VI
Table of content VII
CHAPTER ONE
INTRODUCTION 1
1.1 Background of the study 9
1.2 The objectives of Nigerian Airway 10
1.3 Statement of research problem 12
1.4 Objective of the study 14
1.5 Significance of the study 15
1.6 Research questions 17
1.7 Research Hypothesis / Null Hypothesis 17
1.8 Conceptual of Operational Definition 18
1.9 Definition of terms Operational 20
1.10 Assumptions 21
1.11 Limitation of the study 22
CHAPTER TWO:
REVIEW OF RELATED LITERATURE
2.1 The origin and concept public relations 23
2.2 The place of public relation in an Organization 27
2.3 Publics 31
2.4 Corporate Image 32
2.5 Social Responsibility 34
2.6 The pubic relations practitioner 38
2.7 Summary of Literature review 40
CHAPTER THREE
RESEARCH METHODOLOGY 43
3.1 RESEARCH Method 43
3.2 Research design 43
3.3 Expression Instrument
3.4 Measuring Instrument 45
3.5 Method off data analysis 46
CHAPTER FOUR
4.1 Data analysis and interpretation 47
4.2 Table 1: Measurement on image problem
of Nigerian Enugu 49
4.3 Table 2: Measurement on the role played by the public relations 50
4.4 Table 3 :- Measurement of the basic steps
top be taken 52
4.5 Table 4:- Measurement of effects of
political interference 55
4.6 Discussion 57
CHAPTER FIVE
5.1 Summary and recommendation for further study 62
5.2 Recommendations 65
5.3 Conclusion 68
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