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Category: Project Material

APPLICATION OF EFFECTIVE MANAGERIAL STRATEGIES FOR CUSTOMERS SATISFACTION IN AN ORGANIZATION(A CASE STUDY OF MTN NIGERIA)

ABSTRACT/DESCRIPTION


This work sought to access and analyze customer. Satisfaction with service delivery at MTN office at Warri was purposively chosen for this work. A total of 120 respondents were contacted, 100 subscribers and 20 staff. A survey method was adopted. The findings indicated both customers and staff were in agreement with the high score for the five service quality dimensions. Customers found tangibility to be the best option followed by assurance, empathy, reliability and responsiveness. Relationship between staff and customers were mutual and cordial in terms of service delivery. It is recommended that managers should work at improving the service quality of reliability and responsiveness to be ahead of competition.

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