THE ROLE OF CONSUMER PROTECTION COUNCIL IN THE PROTECTION OF CONSUMERS RIGHTS IN NIGERIA

ABSTRACT       .

 

 

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This research work is a very crucial study of the role of consumer protection council in the protection of consumer’s rights in Nigeria was motivated by the necessity to establish the extent of the need for the protection of consumer in  Nigerian market.

Precisely, the study addressed the following issues:

–                     The subject matter of consumer protection, the current development on how consumer rights have been abased, the role of the consumer protection council and if three are any law backing consumers in Nigeria market.  To solve the research problem, both primary and secondary data were collected.  The instrument used to collecting the data are personal interview with the divisional officer of Domestic trade promotion, information and complaints, oral interview with some consumer on product adulteration and related literatures.

The data collected from four (4) zones in Enugu metropolis were tabulated into frequencies and percentages.  Chi-square statistics was used to analyze and test the various hypothesis.

Data  interpretation and analysis gave the finding that consumers are actually protected, that the efforts to protect consumers are more now than before, but the consumers are not properly informed about the protection laws, and that most consumers do not know agency (ies) responsible for their protection.

Based on these findings, the researcher made the following recommendation, that a stringent measure should be taken to ensure legislation in the  country, that the consumer should be well informed about existing consumer laws, and that consumers complaints should be strickly followed  up by those incharage without any form of bureacracy. It is in this regard, that the researcher concludes that it has been found that consumer protection council has not been really in Nigeria despite the various strategies designed by the council to educate the public and proted the interest of the consumers

.Nevertheless, the problem at hand is so wide, that it will  take the commitment of the general populace to fight this ill that is eating up the society by way of abusing  the right of the consumer by the exploitative manufacturers.

TABLE OF CONTENTS

CHAPTER ONE: Introduction

1.1            Background  of the study                                              1

1.2            Statements of the problem                                             7

1.3            Objectives of the study                                                  8

1.4            Hypothesis                                                                              9

1.5            Significance of the study                                                         9

1.6            Scope/Delimitation of the study                                    11

1.7            Definition of terms                                                                  12

CHAPTER TWO: Review of Related Literature

2.1            Consumer protection and consumerism                        15

2.2            Marketing concept versus consumer protection            17

2.3            The Nigeria  concept                                                      19

2.4            The need for consumer protection in Nigeria                          22

2.5            Abuse of the consumer rights in Nigeria                        24

2.6            The establishment of the consumer protection council 27

2.7            Functions of consumer protection council                     28

2.8            Problems of consumer protection Nigeria                      30

CHAPTER THREE: Research Methodology

3.1            Research Design                                                            41

3.2            Sources of Data                                                             41

3.3            Population of study                                                       42

3.4            Sample  size determination                                            43

3.5            Sampling technique                                                       45

3.6            Sample Instrument and questionnaire  design               45

3.7            Questionnaire Administrative                                        47

3.8            Method of Data  treatment                                            49

CHAPTER FOUR

Presentation, Analysis and Interpretation of  Data

4.1            Analysis of consumer  questionnaire                                       58

4.2            Testing of hypothesis                                                    72

CHAPTER FIVE:  Summary of findings, Recommendation and  Conclusion

5.1            Summary  of Findings                                                   83

5.2            Recommendations                                                                   85

5.3            Conclusion                                                                     87

Bibliography                                                                           89

Appendixes                                                                                       91

CHAPTER ONE

INTRODUCTION

1.1     BACKGROUND  OF THE STUDY

          The  consumer protection council (CPC) was  established under Decree 66 of 1992.  The CPC has its  head  quarters of A2, Herbert Macaulay  way plot 2215 Wuse, Zone, 6, Abuja.  It  is set up,  to perform the followings as contained in the  decree:-

1. They provide speedy redress to consumer complaints through negotiation, mediation and conciliation.
2. Seeking ways and means of removing or eliminating from the markets hazardous products and causing offenders  to replace such products with safer and more appropriate alternatives.
3. They cause an offending company, firm, trade association or individuals to protect, compensate, provide relief and safe guards to injured consumers or communities from adverse effects of technologies that are inherently harmful, injurious, violent or highly hazardous.
4. Ensure that consumers interest receives due consideration at  appropriate time and to provide redress to obnoxious practices  or the unscrupulous exploitation of consumers by  companies, firms trade associations or individuals.

In the exercise of its functions under this decree, the council shall  have power to:

1. Apply to court to prevent the circulation of any product which constitutes an imminent public hazard.
2. Compete a manufacturer to certify that all safety standard are met in their products.
3. Cause as it deems necessary, quality tests to be conducted on a consumer product.
4. Demand production of  label  showing data and  place of manufacturer  of a commodity as well as certification of compliance.
5. Compel manufacturers, dealers  and services companies  where appropriate, to  give public notice of any health hazard appropriate, to give public notice of any  health hazard inherent in the products.
6. And ban the  sale distribution and advertisement of products which do not comply with safety of health  regulations.  (consumer  protection council Decree  No 66 of 1992).

Consumer protection with emphasis on the protection of the rights of the consumer from the injustices in the market place are increasingly becoming a crucial topic in marketing with a lot of implications for business.  The CPC sees the need to protect the interest of the citizens in Nigeria as a  result, the government agrees that consumer supremacy or the Latin (word)maxim “ Caveat Emptor”, a hoax because it has a constitutional obligation to protect the citizens who are  consumers in one  way or the other.  The CPC  therefore intervenes in the market system to  effectuate control over business activities through legislature and regulatory processes.

Consumer protection is prompted by the allegations of abuses of consumer rights in the market place.  Consumer rights in this regard are, the rights  of consumer to some basic entitlement in the  goods  and services they consume.  This basic  entitlement includes standard weight and measurers, adequate and appropriate quality of goods and services as well as right to consumer  information competitive choice, redress and environment protection.

The CPC has the following rights made known to consumers:

1. The  right to be informed:  Business should make of full and accurate disclosure  of their information (facts) on quality, longevity and materials  including basic prices, administrative costs, warranty limitations etc.  They should prepare and make available fact  sheets, manuals, and bulletins on use, application and installation on all consumer products or services including limits, alerts and restrictions. They should provide assistance by sales services and consumer relation personnel on the notification of all purchasers as to who will provide services support, advice,  guidance costs and  needed counseling, were and how to  abstain help, hours available and special  information on providing application.  The necessary background information  should be supplied to the requesting consumer.
2. The  rights to safety:  The consumer has the right to   expect that his health and safety  be taken into account when industry or business develops any  service or  product preparing instructions for and limitations on its use and designing  or proposing the potential environment.  The consumers should expect  business anticipation of danger against them.  To provide protection from injury misuse and parameters of its limitations business should assume a responsibility for those failure, injury or  damage  when attributing  directly to its areas of inherent responsibility.
3. The right to choose:  The consumer has the right to expect business to provide a broad enough spectrum of opportunity that he can obtain for a satisfactory package opportunity spectrum should provide choice, which meet his individual  needs.   They demand that the opportunity  spectrum should  provide  choice, which will  be satisfactory to all their wants.   The  responsibility for  Judging  what he can do an d his  true  limits is primarily the individuals.  He may need  assistance guidance and advice.  He  may be mentally incompetent.
4. The right  to be heard:  The consumer  has the right  to expect business provision of a rapid convenient means for his registering his dissatisfaction.  Assuring that his complaints are heard by competent, responsible management and evaluated objectively, resolving his reasonable, realistic demands, quickly and satisfactorily.  Business unresponsive to consumers grievances, impersonal altitude in selling should be avoided.  There  should  be assurance that consumers  interests would be considered.

Despite  the  above rights of consumers, the consumers ae constantly abused and permanently remained unresponsive to various forms of trade malpractice discharge concept.  Nigerians consumers  rights have been ignored.  Professor Uche said that the poor consumers are treated like an orphan before his birth”.  The forces are ignorance,  probably the fee economy.

1.2     STATEMENT OF THE PROBLEM

In spite of the CPC intervention in the protection of consumer right, there  are still rumblings of dissatisfaction  among consumers.  There are reflected in the incessant exposition by journalist of unethical business  practices, business  insensitivity to the aspiration of the consumer in one of our Daily’s (The punch).  It was resorted that a woman bought a packet  of omo only to get home and discover  that it was half   of saw-dust and sand-what an ill in the society.

Many sellers and producers in their craze for quick money  indulge in selling substandard and expired products to the consumers, selling  of adulterated or fake or dangerous products by these unscrupulous business men and women is now the order of the  day.  It has therefore increased the rate of f food poisoning in our society.  You can hardly go to Aba and buy anything that is of quality; all you get is fake and adulterated product.  The Onitsha head bridge market has been raised by  law enforcement agent, a number of times  to stop those who use all kinds of substances in the name of drug productions.  The list is endless and virtually all the products we have in the market  could be involved is subject to adulteration.

Drawing from above examples, one can pose  a question which hinges  on whether infact the Nigerian Consumer need protection by way of more government legislation? Is the consumer aware of the existing consumer protection laws, agencies and rights of consumer and to what  extent has he  re-coursed to them when ripped off  in the market place? Is the CPC really working enough or designing programmes that will aid consumers? What other  steps have the council taken to ensure the consumers complain are solved?

1.3     OBJECTIVES OF THE STUDY

–                     To examine the subject matter of consumer protection with a new to ascertaining the extent of consumer protection in Nigeria.

–                     To unravel the various  laws backing  up consumers in Nigeria

–                     To examine the role of the consumer protection council in protecting of  consumer rights.

–                     To  unravel the rights of consumers in the society.

–                     To draw out critically  on how the right of consumers has been abused in  Nigeria.

–                     To bring out the guideline for  handling product liability problems in the  field.

–                     To make necessary recommendations on how the adulteration of products can be cubed.

AN APPRAISAL OF SALES PROMOTION ON THE CHOICE OF MOBILE PHONE OPERATORS

(A Case Study of MTN Nigeria Plc)

 

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ABSTRACT
The focus of this research work is An Appraisal of Sales Promotion on the Choice of Mobile Phone (a case study of MTN Nigeria plc). The scholarly research work gives insight into the views of various authors as concerned with the project subject matter an appraisal of sales promotion on the choice of mobile phone. The study gives an in-depth historical background of the company under review. In the researcher’s effort and desire to achieve his objective, the researcher has chosen to use the descriptive research method. The research population consists of 24 people of MTN Ahmedu Bellow way branch Kaduna. A sample size of twelve were randomly chosen for this research both for the management staff, and customers respectively. The following hypothesis were formulated for the research: The null hypothesis (Ho). The alternative hypothesis (Hi). Ho: The null hypothesis: sales promotion does not have a significant influence on consumer buying behaviour. Hi: The alternative hypothesis: sales promotion has a significant influence on consumer buying behaviour. The data collected were presented and analyzed based on the findings, it was discovered that sales promotion has a significant impact on consumer behaviour. Useful recommendations were made by the researcher that sales promotion should not be treated as an emergency tool but be treated as an integral part of the company marketing activities and that sales promotion should be adequately planned and prepared through putting necessary measures that would yield tangible results to the organization.

CHAPTER ONE

1.0 INTRODUCTION

The success of any firm largely depends on customers patronage, for any firm to push its products to the consumers effectively, there is the need to carryout promotional campaigns to communicate with the ultimate consumers without promotion, customers may not be aware of the existence of the particular product, hence patronage may remain very low. Many promotional tools are used to communicate with the consumers but sales promotion tends to be the most effective of all due to the extra incentive it provides to consumers.

Alexandra (1960) viewed sales promotion“as a marketing activity other than personal selling, advertising, public and public relations that induces and stimulates consumers purchase and dealers effectiveness”. The importance of sales promotion campaigns are seen at the point of purchase where it is used to support personal selling and advertising, it is rarely used alone as a promotional tool. In marketing practice, the application of all promotion tools is called promotional mix.
Sales promotion as an effective promotional tool tends to serve “as direct inducement that to offers an extra, values or incentives on the product to the sales force, distributors and the ultimate consumers with the primary objective of creating an immediate sale”. Sales promotion tends to act as an a acceleration tool designed to speed up the selling process and maximizes sales volume through increasing market share. The acceleration tool motivates consumers to purchase a larger quantity of a brand and it also shorten the purchase cycle of the trade and consumers by encouraging them to take more immediate actions.

As the use of sales promotion increase, companies now started considering what they hope to accomplish through their promotional campaigns because not all sales promotion campaigns are designed to achieve the same goals, marketers must plan sales promotion programmes by carrying out situation analysis, to determine sales promotion target audience. Marketing manager must think beyond short term sales while the basic goal of most consumers sales promotion is to induce consumers purchase, and marketer objective could be to defend current market share, increase consumption through enhanced marketing efforts.
1.1 STATEMENT OF GENERAL PROBLEMS
Sales promotion campaign is an effective means of communicating with the target market by providing extra incentive to buy. Sales promotion activities are designed by firms in achieving their organizational objectives. But In spite of the achievements there are some problems faced by these firms during the campaigns.

The increasing uses of sales promotion in firm’s marketing programmes is getting too strong for them to handle because it is a fundamental change in strategic decisions on how these trims sell their products to consumers. The increasing sales promotion campaigns have been questioned by many marketing scholars particularly with regards to lack of adequate planning and management of sales promotion programmes.

Also, research and literatures have shown that over-dependence on sales promotion by many companies have resulted to sales promotion trap. This is because many firms use sales promotion campaigns extensively to differentiate their products from competitors products which has consequently resulted in reduction in profit margin of the competing firms.
Many firms fall into trap due to success of the sales promotion campaigns which eventually lead to differential advantage that attracts other firms to copy.

Finally, lack of media timing and support for sales promotion campaigns which is very critical and should be coordinated with the media programmes on advertising campaigns. Sales promotion without media advertising could render the campaign ineffective because consumers need to be informed about the promotional offers to stimulate their interest and favourable attitude towards the brand.

THE ROLE OF PRODUCT ADVERTISING ON SALES VOLUME OF COMPANIES

(A CASE STUDY OF NBL)

 

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ABSTRACT

        This study was carried out by the researcher to examine and ascertain the role product advertising plays on sales volume of companies. The study examines the twin problems of inconsistency and inflexibility in the advertising policy of companies.

The researcher used the survey research design to execute this study. The population used by the research or for this study consisted of all the workers of the Nigerian Breweries Plc. At 9^th mile corner, Ngwo in Enugu State.

The researcher used the systematic simple random sample techniques to select the sample used for the study.

The researcher used the Yaro Yainene’s formular for sample size determination to determine the sample size for the study

The researcher used the measurement tool (the questionnaire) as the major data collection instrument for this study.

Out of the 119 questionnaires administered by the researcher, 112 were returned and percentages to present and water interpret the data they generated for this study while they used the test for questionnaire content.

TABLE OF CONTENTS

CHAPTER ONE

INTRODUCTION

BACKGROUND OF THE STUDY

STATEMENT OF PROBLEM

OBJECTIVE OF STUDY

RESEARCH HYPOTHESIS

SIGNIFICANCE OF THE STUDY

SCOPE OF T HE STUDY

LIMITATION OF STUDY

DEFINITION OF TERMS

CHAPTER TWO

LITERATURE REVIEW

CHAPTER THREE

DESIGN OF THE STUDY

POPULATION OF THE STUDY

SAMPLE SIZE

SAMPLING PROCEDURE

SELECTION AND CONSTRUCTION OF RESEARCH INSTRUMENT

ADMINISTRATION OF RESEARCH INSTRUMENT

METHOD OF DATA ANALYSIS

CHAPTER FOUR

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

TEST OF HYPOTHESES

CHAPTER FIVE

SUMMARY OF FINDINGS

RECOMMENDATION

CONCLUSION

BIBLIOGRAPHY

QUESTIONNAIRES

 

CHAPTER ONE

INTRODUCTION

BACKGROUND OF THE STUDY

Advertising is one of the four promotional tools companies use to direct persuasive communications to consumers or buyers and the general public.  Advertising policy constitutes such an important strategy in the marketing programme of companies that its negligence could spell down for companies.

Generally speaking, companies exist to produce and market products.  This objectives cannot be actualized if the manufactured products are not brought to the knowledge of the consuming public.  If the consumers and the general public are not informed and educated on the needs and wants, some products could satisfy; they will definitely stay clear of the products.

Against this background, product advertising focuses on projecting the image and marketability of products in such manner that will make them acceptable to the customers and buyers.  Odunsi (1998:19) noted the important of product advertising when he stressed that growth being recorded in the advertising field is connected with its potentiality to enhance the acceptability and marketability of companies’ products.  Product advertising has helped so many companies to revive and reposition some of their products which have almost reached the decline stage in their life cycle. Furthermore, the continuous existence, survival and growth of companies to some extent depend on the performance of their products and the level of their sales volume.  The fact still remains that for a company to declare profit and possibly grow, its sales volume must be high.  For its sales volume to be high, its product must be acceptable to the consumers hence giving rise to their high demand.

These can only be achieved when these products are made known to the buyers through advertising.

Product advertising as stressed by Udeagha (1995:219) is an effective promotional tools that will not only inform and educate buyer or consumers about a company’s products, but highly significant in achieving the targeted sales volume of the company.

The Nigerian Breweries Plc. Is one of the leading breweries for over 50 years of existence, operating in Nigeria today.

The company has a wide range of products that include alcohol, malt and soft drinks.  The notable products in the companies product mix include, Gulder, Star, Amstel malt, Maltina and Schweppes.

The company has a large factory at Agbana, Lagos and a brewering plant at 9^th Mile Corner, Ngwo in Enugu.

The company has already started constructing what seems to be the largest factory and brewery in Africa between Eke and Ngwo in Enugu State.

The Nigeria Breweries Plc. Has depot inmost state capital of the federation to facilitate the distribution of its products.

The products of the company are seen and known in every mook and cranny of the southern part of this country, as well as in some northern states.

STATEMENT OF THE PROBLEM

The objective of every company is to achieve its sales volume target, because, if achieved, other performance indicators like growth and totally committed to Niger curse e.g. Entertainment.

As a company that has been in the business of leisure, pleasure and fun for over 50years; Nigeria Breweries Plc has been a major force in the entertainment industry through a vigorous music sponsorship programmes.

The underlying philosophy is to bring world classes entertainment to Nigeria to support the role of out brands.  International stars like Naught Nature, Usher; shaggy and Awilo have thrilled Nigerians live in recent time courtesy Nigerian.

Breweries star mega join and legend fun Rampage Nigeria breweries is also involve in discovering and promotional local and budding artistes through the star Quest and star Trek (star sponsored music programmes).  This is to give Nigeria entertainers presence in the international science, Nigerian brewery totally committed to Nigeria curse

–       Tax/social responsibility

–       Foreign investors: over 50 millo Euros (N706) was invested in Nigeria by Heineken

–       Employment generation

–       Environment

–       To support educational in Nigeria: help in dunding of educational and research facilities in institution of high learning e.g. Edu, TCR Fund

–       Health: they are the major facilitators in the building of sickle cell antive by the sickle cell foundation.  Again they also support various health institutions through the donation of Blood Bank equipment, child incubators, Boreholes.

–       Sports: They sponsor sports like football, chess cycling, athletics, Golf, Table tennis, Law tennis.

Increase in profitability index would be assured.  This could be possible or achieved if the company’s product are acceptable to the target market.

Product advertising therefore plays the invaluable role of informing and educating buyer or consumers about some products, what the products do and how they can satisfy their needs and wants.

In addition, product adverting enhances the response of potential buyers to an organization and its offerings.  This it does by providing information, channelizing desires and by supplying reasons for preferring the product being projected.

In spite of the invaluable role of product advertising in achieving the sales volume target of companies, it still grapples with some problems that need to be addressed.

It is sad to observe that most companies operating in Nigeria are still inflexible and reluctant to be doing or courageous in their advertising policy.  They are so scared of contracting advertising agency acting advertising agency to handle their adverts that at the end of the day they fail to achieve their sales volume target.  Now with the commissioning of its new ultra-modern brewery in Ama Enugu State, unique for its size design and they are still set to impact eve3n more positively in the lives of Nigerian.  Besides, most companies are inconsistent with their advertising policy.

They contract more than one advertising agency at any given point in time.  This makes it difficult to spend same reasonable money on advertising.  This is now becoming a common feature in the brewery industry.  For instance, one hardly hears of advert concerning old beautiful product like maltex and vita malt. This should be affecting their sales volume target.

Finally, the product advertising policy of some companies are not so effective as to enable it have some impact on their sales volume.  Some companies do choose some wrong and ineffective media to execute the advertising policy, hence achieving nothing a the end of the day.

All these afore-discussed problems deserve to be addressed through the provision of appropriate information, because, it si only when effective information, concerning a problem is provided, will its solution be sought.

OBJECTIVE OF THE STUDY

ENHANCING BANKING SERVICE EFFICIENCY THROUGH MANPOWER DEVELOPMENT IN THE BANKING SECTOR

(A Study of Unity Bank in Kaduna Central Area, Kaduna)

 

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ABSTRACT
Efficient service delivery in the banking industry as in deed in every aspect of public service is a function of qualified and well trained personnel. This research project studies the relationship between the quality of service delivery and the training received through the manpower development scheme of Unity Bank, Kaduna branch. The study covers five chapters. The problem of the study is to determine the adequacy of the bank’s manpower development in relation to the need of its staff. Survey research design was adopted for the study. 30 people was chosen as sample size out of the 530 population using simple random sampling techniques. Relevant research questions were formulated and used for gathering of data with its qualitative instrument questionnaire. The survey to the research question have produce a number interested findings. One of the important findings shows that there is a strong relationship between service efficiency and manpower development in Unity bank. The study conclusively discovered that despite the need to achieve competitive advantage through an efficient service delivery Nigeria banking industry especially Unity bank’s manpower development scheme is inadequate in meeting the need for an efficient and professionally sound banking personnel. It is thus recommended that the bank should encourage its staff to pursue other relevant professional course outside the one received in their training schools.

CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Training and development has become an increasing and necessary tool of personnel and human resources management in any organization. The growth of an organization is likely to be limited more by the quality and number of its personnel than any other factors.

Because of the changing nature of business environment due to modern technology, organizations have to adopt themselves in order to survive and grow up. To achieve this, the need for effective training and development ought to be seriously emphasized, which will create an impartation of new skills, knowledge etc. to an individual, collective workers that will lead to enhancing productivity in an organization (Bala 1996). is of the view that Nigerians are not yet in effective control of the private sector of the economy because of neglect of staff training and development programmes by business organization. To this effect, there is need for training and development for staff to enhance efficiency and productivity. When there is training and development in an organization, it help the organization toward attainment of aims and objectives of the organisation.
Training has been defined by (Onasanya 1999, pg 104) as the systematic development of knowledge, skill, attitude and behavioural pattern required by an individual in order to perform adequately in a given task or job.
Development on the other hand is the broader scope of improvement, growth in abilities, attitude and personal traits. Once is properly trained it will affect on efficiency, morals and it reduce labour turnover and also give one a better knowledge, increase loyalty and environment for the achievement of the pre – set goals.
Furthermore, Novit (2001, pg 26) said training is often thought of as something which occurs in a class room or in an on the job encountered between someone who is teaching and someone who is being thought.

Training and development are very important to any organization that undergoes it and when it is correctly done, it will bring the following benefits to the organization and individuals.
• It can remove performance deficiencies of an employee, which lead to better performance of the employee, and of course the organization will be more effective.

• Training and Development provide for succession. Personnel who are given adequate training and development can easily replace an employee that has been transferred, promoted or discharged.

• It promotes industrial relations. A well training work team is more likely to respond positively to industrial system and discipline.

1.2 STATEMENT OF THE PROBLEMS
The cruel nature of management organization in Nigeria have over the years reflected on their emphasis on high profitability without due consideration of the training and development of the employee that will make this possible. This is readily noticed in the Nigeria banking industry where the employees’ private lives are jeopardized in the course of trying to meet the high demands and targets of the management. Young graduates who are ignorant of what is happening in the banking industry often fall into this trap, and the economy is not helping matters in any way. It’s high time this problem is visited and a lasting solution provided for it in the interest of the nation and the corporate bodies.
1.3 OBJECTIVE OF THE STUDY
The problem facing training and development in enhancing productivity in an organization has been something of great concern.
This research intends to: –
1. To examine the relationship between manpower planning and human resource development
2. To investigate the impact of manpower planning and development on Unity Bank services

3. To appraise manpower training and development practice of Unity Bank
4. To examine the manpower planning of Unity Bank.