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AN EVALUATION OF CUSTOMER SERVICES IN THE BANKING INDUSTRY OF NIGERIA (A CASE STUDY OF FIRST BANK PLC)
AN EVALUATION OF CUSTOMER SERVICES IN THE BANKING INDUSTRY OF NIGERIA (A CASE STUDY OF FIRST BANK PLC)
- Format: Ms Word Document
- Pages: 79
- Price: N 3,000
- Chapters: 1-5
- Get the Complete Project
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TABLE OF CONTENTSTitle Page – – – – – – – – – iApproval Page – – – – – – – – iiDeclaration – – – – – – – – iiiDedication – – – – – – – – – ivAcknowledgement – – – – – – – vAbstract – – – – – – – – – viTable of Contents – – – – – – – viiCHAPTER ONEINTRODUCTION1.1 Background of the Study – – – – – 11.2 Statement of General Problem – – – – 51.3 Objective of the Study – – – – – – 61.4 Research Questions – – – – – – 61.5 Significance of the Study – – – – – 71.6 Scope of the Study – – – – – – 81.7 Definition of Terms – – – – – – 8CHAPTER TWOREVIEW OF RELATED LITERATURE2.1 Introduction – – – – – – – 102.2 Concept of Advertising – – – – – 112.3 Concept of Consumer Behaviour – – – – 142.4 Objectives of Advertising – – – – – 162.5 The Importance of Behavioural Science in Advertising 162.6 Classification of Advertising – – – – 172.7 Behaviour Effect of Advertising – – – – 202.8 Selecting the Media – – – – – – 282.9 Criteria for Selecting Advertising Media – – 252.10 Measuring the Effectiveness of Advertising – – 262.11 The Need for Advertising – – – – – 282.12 Shortcoming of Advertising – – – – – 28CHAPTER THREERESEARCH METHODOLOGY3.1 Introduction – – – – – – – 323.2 Research Design – – – – – – 323.3 Area of the Study – – – – – – 323.4 Population of Study – – – – – – 333.5 Sample size and Sampling Techniques – – – 333.6 Instrument for Data Collection – – – – 333.7 Validity of the Instrument – – – – – 333.8 Reliability of the Instrument – – – – 343.9 Method of Data Collection – – – – – 343.10 Method of Data Analysis – – – – – 34CHAPTER FOURDATA PRESENTATION AND ANALYSIS4.0 Introduction – – – – – – – 364.1 Data Presentation and Analysis – – – – 364.2 Characteristics of the Respondents – – – 364.3 Data Analysis – – – – – – – 394.4 Testing Hypothesis – – – – – – 464.5 Summary of Findings – – – – – – 514.6 Discussion of Findings – – – – – 52CHAPTER FIVESUMMARY, CONCLUSION AND RECOMMENDATION5.0 Introduction – – – – – – – 545.1 Summary – – – – – – – – 545.2 Conclusion – – – – – – – – 575.3 Recommendations – – – – – – 58References ——–61Appendix – – – – – – – – 62