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MARKETING QUALITY SERVICES: (A CASE STUDY OF NATIONAL ELECTRIC POWER AUTHORITY (NEPA), DALA DISTRICT, KANO)
ABSTRACT
It is generally believed that the quality of services of National Electric
Power Authority falls below expectation. This study is carried out to examine the
quality of these services and the reason(s) that hinders the organisation (NEPA)
from meeting the electricity requirement of the country in general which is a major
impediment to industrial and economic development.
Therefore, any meaningful attempt towards achieving economic development
in the country must first of all find ways and means to tackle the problem of
inadequate power supply.
This study therefore examines the activities of National Electric Power
Authority, Dala District, Kano and its efforts to tackle the unstable power supply
which has negatively affected her customers.
The need for stable power supply in the country in general cannot be
overemphasized. There is an urgent need to have power supply at all times. This
will bring about customer satisfaction and an overall improvement in the economic
development of the country which will in turn lead to rise in the standard of living
in the country.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
Questionnaire. – – – – – – – -69
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