TABLE OF CONTENTS
CHAPTER ONE – INTRODUCTION
References 13
CHAPTER TWO – REVIEW OF RELATED LITERATURE
Summary 33
References
CHAPTER THREE – RESEARCH METHODOLOGY
3.12 Questionnaire
References
CHAPTER FOUR – DATA PRESENTATION, ANALYSIS AND
INTERPRETATION
CHAPTER FIVE – SUMMARY, CONCLUSIONS AND RECOMMENDATION
5.1 Summary 15
5.2 Conclusion 19
5.3 Recommendation 20
5.4 Areas for Further Studies 22
Bibliography
Appendix: Table of Chi – Square Statistics
ABSTRACT
This project examined the role service delivery in accessing completive advantage in marketing
– using specifically Airtel Nigeria Plc. Thus, the project had the following as object (i) to determine what constitutes effective customer service for a typical service – oriented telecoms company like Airtel Nigeria, (ii) to examine the roles that marketing strategies could play influencing consumer buying behavior in the modern telecoms industry, (iii) to determine the contributions of marketing research to the growth of Airtel Nigeria and (iv) to find out the role of effective customer relationship management as a competitive tool in the telecoms industry.
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