THE IMPACT OF MARKETING INFORMATION SYSTEM ON SALES PERFORMANCE OF PEUGEOT AUTOMOBILE NIGERIA LIMITED (PAN) KADUNA

 

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COMPLETE PROJECT  MATERIAL COST 5000 NAIRA OR $10 , 

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

 

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Foreign Transaction For Dollars Payment :
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Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

ATM CARD:  YOU CAN ALSO MAKE PAYMENT USING YOUR ATM CARD OR ONLINE TRANSFER. PLEASE CONTACT YOUR BANKER SECURITY GUIDE ON HOW TO TRANSFER MONEY TO OTHER BANKS USING YOUR ATM CARD. ATM CARD OR ONLINE BANK TRANSFER IS FASTER FOR QUICK DELIVERY TO YOUR EMAIL . OUR MARKETER WILL RESPOND TO YOU ANY TIME OF THE DAY. WE SUPPORT CBN CASHLESS SOCIETY. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 2 HOURS

How to transfer from your bank account to All  Nigeriabanks

1. Access Bank:
—-*901#

2. EcoBank:
—-*326#

3. Fidelity Bank:
—-*770#

4. FCMB:
—-*389*214#

5. First Bank
—-*894#

6. GTB:
—-*737#

7. Heritage Bank:
—-*322*030#

8. Keystone Bank:
—-*322*082#

9. Sky Bank:
—-*389*076*1#

10. Stanbic IBTC:
—-*909#

11. Sterling Bank:
—-*822#

12. UBA:
—-*389*033*1#

13. Unity Bank:
—-*322*215#

14. Zenith Bank:
—-*966#

15. Diamond Bank
—-*710*555#

To know your BVN, dial
—-*565*0#.

E.g for First bank…   *894 *Amount *Acct. No. #

Please dail d code from d number u used to register d account from the bank

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AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

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ABSTRACT

A marketing information system (MIS) is an orderly procedure for the regular collection of raw data both internally and externally and the conversion of these data into information for marketing decisions. This research project studies the impact of marketing information system on sales performance of Peugeots Automobile Nigeria (PAN) Limited Kaduna. The study covers five chapters. The problem of the study is to determine the adequacy of the marketing information system on sales performance of Peugeot. Survey research design was adopted for the study. 150 people was chosen as sample size out of the 1,185 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 one basic ways of gathering information by the Peugeot Automobile Nigeria Limited. (PAN) Kaduna. was through their internal records (information). Which is to say, information is given by the stock control unit. The study conclusively discovered that adequate attention should be given on their marketing mix (price, promotion, place and product) effective distribution of quality products are very paramount in Peugeot Automobile Nigeria Limited (PAN) Kaduna marketing. It is thus recommended that the relationship between the sales department marketing information department and production department should be greatly improved.

CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
In carrying out Marketing Analysis, Evaluation and Distribution, Marketing Managers need timely and accurate information about customers, competitions, dealers and other forces in the market place. Marion Herper (2000, pg 203) says the “to manage a business well is to manage its future and to manage the future is to manage information”. (Kolter and Armstrong (2000, pg 114) in An Introduction to Marketing).

During the past century, most companies were small and knew their customers first hand, managers pick up marketing information by starting around people observing them and asking them questions. In this present century, many factors have increased the need for more and better information management. As companies expend into national and international markets, they need more information on large and more distant markets.

As income increase and customers become more selective, managers need better information about how customers behave to different products. Marketing managers need information on the effectiveness of their marketing tools. In today’s rapidly changing environments, managers need much better up- to –date information to make timely decision.
Marketing Information System (MIS) begins and ends with the marketing managers to asses their information needs and also develop the needed information from internal company records, marketing intelligence activities and marketing research process. In addition, the marketing information system distributes information to managers in the right form and at the right time to help them in marketing planning, implementation and control.

By accessing information needs, a good marketing information system balances the information managers would like to have against what they really need and what is feasible to offer. Sometimes MIS cannot supply all the information managers are requesting for. MIS must therefore, watch the marketing environment and provide decision – makers with information they should have to make key marketing decisions. More so, developing information is required for making day – to – day planning, implementation and control decision. The development of information is subdivided into three (3): Internal Records (Report), Marketing Intelligence and Marketing Research.

Most companies of today are faced with the problem of declining level of sales. Therefore, marketing information system as related to the Peugeot Automobile Nigeria Limited (PAN), Kaduna is intended to improve the general level of sales in the company and other existing companies in the country.

1.2 STATEMENT OF THE PROBLEM
Paramount problem as regards to the decline in the level of sales in most companies in Nigeria is due to insufficient marketing information system. This situation led the researcher to undertake a research work to know how to improve the standard of marketing information system, and to know the roles that could be played by the marketing information system in enhancing sales of the Peugeot Automobile Nigeria Limited (PAN) Kaduna. The problem to be examined is to determine how sales could be maintained using marketing information system.

1.3 OBJECTIVES OF THE STUDY
The study has its objective towards improving the effectiveness of marketing information system and to also improve the sales margin of companies in Nigeria. Other objectives are:
i. To determine the objectives of Marketing information system in the organisation
ii. To investigate the functions of marketing information system in Peugeot Automobile Nigeria Plc
iii. To investigate the limitation of marketing information system in the organisation.
iv. To Examine the contribution of marketing Information System in the organisation

THE MARKETING OF HOTEL SERVICE IN WARRI METROPOLIS

(A CASE STUDY OF ROYAL ARK HOTEL LIMITED)

 

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COMPLETE PROJECT  MATERIAL COST 5000 NAIRA OR $10 , 

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

Note: our case study can be change to suit your desire location . we are here for your success.

                                   ORDER NOW

Foreign Transaction For Dollars Payment :
Bank Name: GTBank
Branch Location: Enugu State,Nigeria.
Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

ATM CARD:  YOU CAN ALSO MAKE PAYMENT USING YOUR ATM CARD OR ONLINE TRANSFER. PLEASE CONTACT YOUR BANKER SECURITY GUIDE ON HOW TO TRANSFER MONEY TO OTHER BANKS USING YOUR ATM CARD. ATM CARD OR ONLINE BANK TRANSFER IS FASTER FOR QUICK DELIVERY TO YOUR EMAIL . OUR MARKETER WILL RESPOND TO YOU ANY TIME OF THE DAY. WE SUPPORT CBN CASHLESS SOCIETY. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 2 HOURS

How to transfer from your bank account to All  Nigeriabanks

1. Access Bank:
—-*901#

2. EcoBank:
—-*326#

3. Fidelity Bank:
—-*770#

4. FCMB:
—-*389*214#

5. First Bank
—-*894#

6. GTB:
—-*737#

7. Heritage Bank:
—-*322*030#

8. Keystone Bank:
—-*322*082#

9. Sky Bank:
—-*389*076*1#

10. Stanbic IBTC:
—-*909#

11. Sterling Bank:
—-*822#

12. UBA:
—-*389*033*1#

13. Unity Bank:
—-*322*215#

14. Zenith Bank:
—-*966#

15. Diamond Bank
—-*710*555#

To know your BVN, dial
—-*565*0#.

E.g for First bank…   *894 *Amount *Acct. No. #

Please dail d code from d number u used to register d account from the bank

CALL OKEKE CHIDI C ON :  08074466939,08063386834.

AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

WE HAVE SECURITY IN OUR BUSINESS.   

MONEY BACK GUARANTEE

 

 

 

ABSTRACT

          The primary aim of this project work fitted “ Marketing of Hotel services in Warri Metropolis which Royal Ark Hotel Limited was used as a case study was to  determine the causes of low patronage by customers and equally to suggest possible solutions to the problem.

Relevant work relating to this project was reviewed in order to get more information on work to be carried out.  Both primary and secondary data was collected  in order to get the relevant information on the project work.  on the course of he analysis many findings were made which was attributed to be the cause of low customers patronage in the hotel.  Among the findings were:

1. The service process of the organization is too long.
2. There is no clear organizational chart.
3.   There is no clear organizational chart
4. Staff are not properly motivated in terms of salary.
5.  Their promotional tools were not effective
6. staff  are not properly trained
7. there is  no laid down rules for employment

In order to over come the problems listed above the following recommendation were made:

1. That the management of the organization should establish a pure marketing department and employ qualified marketing personnel in the department.
2. That the management should make their service process to be short by way of standardization and documentation of service process incentive  given to customers are adequate.
3. They should ensure that the promotional  incentive given to customers are adequate
4. Clear organizational chart should be made so that it will not create confusion on whom to report to.
5. The management should motivate their staff by way  of training and paying good salary
6. The organization should make sure that more graduates with reasonable experience are employed into the organization.

In conclusion, it was expected that this project would contribute to more practice of marketing concept in a hotel industry if it is implemented.

TABLE OF CONTENT

CHAPTER ONE

INTRODUCTION

BACKGROUND OF THE STUDY                              1

STATEMENT OF PROBLEM                                                5

NEED FOR THE STUDY                                             6

OBJECTIVE OR PURPOSE OF HE STUDY               6

SCOPE  AND LIMITATION OF THE STUDY            8

STATEMENT OF HYPOTHESIS                                8

DEFINITION OF TERMS                                             9

CHAPTER TWO

LITERATURE REVIEW                                               11

CHAPTER THREE

DESIGN OF THE STUDY                                            38

POPULATION FOR THE STUDY                               38

SAMPLE SIZE                                                              39

RESEARCH INSTRUMENT                                        40

QUESTIONNAIRE DESIGN                                        41

DATA COLLECTION                                                   42

CHAPTER FOUR

PRESENTATION, ANALYSIS AND —

INTERPRETATION OF DATA                                    43

CHAPTER FIVE

SUMMARY OF FINDING                                            71

CONCLUSION                                                              73

RECOMMENDATION                                                           74

BIBLIOGRAPHY                                                          76

APPENDIX  I                                                                79

APPENDIX II                                                                82

CHAPTER ONE

INTRODUCTION

BACKGROUND OF THE STUDY

The subject matter of this research work s the “ marketing of hotel service in Warri metropolis” address the topic it is of importance to know what is meant by marketing service and hotel.

According to Kotler (1991 P.10), Marketing is defined as  a social and managerial  process by which individuals and groups obtained what they need and want through creating,  offering and  exchanging products of value with others.  According to William J. Stabtib (1981 P3)  Marketing is a transaction an exchange intended to satisfy human needs or wants.

The British institute  of marketing (1989 P1), marketing could also be viewed as the management process responsible for identifying, anticipating and satisfying customer requirement profitably.

According to William J. Stanton (1981 P.441) , services are those separately identifiable, essentially  intangible activities that provide want satisfaction, and that are not necessary tied to the sale of product or another services.

The Oxford Advanced Learners Dictionary of Current revised by Honby. Hotel is “a building where meals and rooms are provided for travelers”,

Classification of hotels: Motorist hotel with rooms and cabins, a parking area.  However some of he important service offered by hotel are Accommodation facilities including

Presidential suite

Executive chalets

Business suite

Studio rooms

Billard rooms

Luxury doubles

Restaurant, banqueting hall, bar, conference facilities etc

Recreation facilities

Personnel

The increase changes in the marketing place have made it necessary for hotel to become more market oriented in offering of their services.  They aim at satisfying their customers needs as well as fulfilling their own organization goals.

An Arewa hotels in house magazine (1991P30) define Hotel marketing as the application of marketing concept  in the hotel industry so as to achieve a more effective rendering of services to the customer”.  They have been  many developments and changes in the hotel reflect trends in the  economic, political and business environment with other being a consequence of technology ad social changes.

It was recently that hotels became more concern with marketing of services.  Expansion as well as competition among hotel organization or operators has occurred with rapid increase in recent years.

Today, there are so many hotels with the result that there is competition among them to win patronage of “customers” who want their service.

Any organization wishing to survive in this present day competition and indeed in any depressed economy should have always their service/ products, packaging and the images of their organization to help the promotional activities of the company to succeed in satisfying their customers and these could only be achieved by those hotels that are prompt, efficient and effective.  These hotels have to restructure their principle and practices to adopt to changes that are talking place n the industry.

From a close observation  of hotels in Warri one would realize that a lot has to be done in order to improve the efficient, effective of hotels operations.

It is the aim of this research work to explore all the available avenues for the improvement of the effectiveness of hotels operations in Warri because when compared with other states or cities, their operations are still poor and inadequate.

Marketing concept is expressed in a focus on growth which there is continuing planned effort to enlarge of market.

However, the concept means that a business aim towards satisfying its customer.   While making a profit, the concept call for hotel management and employees to plan marketing strategies towards achieving customer satisfaction and organization goals.  In scheduling hotel activities whether for long range planning done  at top management level or operational duties done at the employee level the two goals of guest satisfaction and profit should be kept in mind at all times.

All company activities research, production, finance  and sales are devoted to finding out  what customers wand and then creating the product and services to satisfying these wants.  The theory holds that hotel activities are co- ordinate to meet the needs and wants of customers, profit will result.  The philosophy of marketing concept means that marketing should begin and end with customers.

STATEMENT OF PROBLEM

The research will take cognizance of the following issues

1. Lack of adequate trained and skillful person at supervisory level to organize and undertake effective on the job training for the operative at the basic technical level
2. Lack of awareness of the needs and objectives of hotel customer/guest.
3. The problem of high rate of labour turnover in hotel industry
4. Delay in providing rooms, bars and restaurants services.
5. Lack of adequate knowledge of hotel finance
6. Non application of marketing concept by some hotel industries
7. Failure to appreciate  that “customers” want satisfaction is the economic and social justification of company’s existence.

NEED FOR THE STUDY

          This study is to portray the rich potentials that exist in hotel services process.  It is the desire of the researcher that scholars  on this topic would see further needs to use the information, data provided to enrich their works.

Also to find solution to these problems highlighted earlier and to re- state the importance of consumers satisfaction when applying marketing concept.

OBJECTIVE OR PURPOSE OF THE STUDY

THE IMPACT OF PERSONAL SELLING ON THE SALES OF DURABLE CONSUMER GOODS IN NASCO CARPET-JOS.

 

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COMPLETE PROJECT  MATERIAL COST 5000 NAIRA OR $10 , 

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

Note: our case study can be change to suit your desire location . we are here for your success.

                                   ORDER NOW

Foreign Transaction For Dollars Payment :
Bank Name: GTBank
Branch Location: Enugu State,Nigeria.
Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

ATM CARD:  YOU CAN ALSO MAKE PAYMENT USING YOUR ATM CARD OR ONLINE TRANSFER. PLEASE CONTACT YOUR BANKER SECURITY GUIDE ON HOW TO TRANSFER MONEY TO OTHER BANKS USING YOUR ATM CARD. ATM CARD OR ONLINE BANK TRANSFER IS FASTER FOR QUICK DELIVERY TO YOUR EMAIL . OUR MARKETER WILL RESPOND TO YOU ANY TIME OF THE DAY. WE SUPPORT CBN CASHLESS SOCIETY. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 2 HOURS

How to transfer from your bank account to All  Nigeriabanks

1. Access Bank:
—-*901#

2. EcoBank:
—-*326#

3. Fidelity Bank:
—-*770#

4. FCMB:
—-*389*214#

5. First Bank
—-*894#

6. GTB:
—-*737#

7. Heritage Bank:
—-*322*030#

8. Keystone Bank:
—-*322*082#

9. Sky Bank:
—-*389*076*1#

10. Stanbic IBTC:
—-*909#

11. Sterling Bank:
—-*822#

12. UBA:
—-*389*033*1#

13. Unity Bank:
—-*322*215#

14. Zenith Bank:
—-*966#

15. Diamond Bank
—-*710*555#

To know your BVN, dial
—-*565*0#.

E.g for First bank…   *894 *Amount *Acct. No. #

Please dail d code from d number u used to register d account from the bank

CALL OKEKE CHIDI C ON :  08074466939,08063386834.

AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

WE HAVE SECURITY IN OUR BUSINESS.   

MONEY BACK GUARANTEE

ABSTRACT

This project is focused on the impact of personal selling on the sales of durable consumer goods of NASCO carpet Jos. It is common knowledge that personal selling as one of the promotional tolls available to a marketer indispensable in the sales of consumer product. In the course of the study the researcher employed exploratory approach to acquire the needed information through the use of questionnaire personal selling interview and observation. Base on the recommendation the company should boosting the sales force performance and the organization profitability. Also more salesman should be employed and give them adequate training and incentive so as to ensure proper coverage of the existing and potential market.

 

TABLE OF CONTENT

Chapter One

• Introduction
  • Statement of the general problem
  • Background of the subject matter
  • Scope of the study
  • Limitation of the study
  • Rationale for the study
  • Historical background of NASCO Jos
  • Definition of terms

Chapter two

• Literature review
  • Definition of personal selling
  • The importance of personal selling
  • The quality needed of salesman/person
  • Function of selling salesman
  • Types of buyer that salespeople do come across
  • Type of selling job
  • Method of compensating the sleds people

Chapter three

• Methodology
  • Research methodology and approved used
  • Research instrument used
  • Questionnaire method
  • Personal interview
  • Documentary method
  • Observation
  • Statement of hypothesis

Chapter four

• Introduction
  • Characteristics of the respondent, age, educational
  • Presentation of data and analysis of data
  • Proof of hypothesis (testing)
  • Decision rule
  • Research findings

Chapter five

• Summary
  • Conclusion
  • Recommendation
  • Bibliography

CHAPTER TWO

 

• LITERATURE REVIEW

This part of the write up is the view of what the authors have written on the personal selling as one of the important promotional tools in the marketing of consumer goods and services. This reviews is to give the research work a very strong foundation and reliability.

2.1    DEFINITION OF PERSONAL SELLING

Markin (1971) define personal selling as a direct tale – to – tale relationship between a seller and potentials buyers. The seller and the buyer here needs tale to tale and discuss business whereby the sales persons present their goods and services to the potential buyers or customers for the purpose of making sales.

 

According to him, since in telephone selling, it involves exchange of idea between one person and another whereby immediate feedback could be relieved by the sales person instantly. It should be regarded as a form of personal selling.

Shapro (1973 p. 147) defined personal selling as the act of successfully persuading prospects or customers to big product or service from which can derived suitable benefit, thereby increasing their total satisfaction. In sales management by Robertson and Berbjennjer (1972 p. 200) the expressed that this definition always conflicting with the experience of people who have the contacts with salespeople. They sated that it is rather a reflection of ownerships, high pressure sales tactic or any equally distasteful episode, Shapiro further asserted that his situation is changing because is very clear that only through the creation of mutual satisfaction that selling succeeds, Shapiro is of the view that both buyers and the seller must benefits in the modern view of (salesmanship) personal selling.

According to Kotler (1980 p. 500) personal selling is the oral presentation in a conversation with one or more prospective purchasers for the purpose of making sales. He views personal selling as the process of passing information about the quality and benefits of a product to potential buyers and customers in an attempt to convince them to buy. To bring out clearly the uniqueness of personal selling, he explained that buyers to in search of information beyond the mass media source to seek the opinion of knowledgeable people.

Peterson (1977 p. 24) define personal selling as “a means of communicating to customer and potentials buyer which involves directs person to person interaction between salesman and consumers” he went further and explained that sales manager plan, direct and control the efforts of individual sales person, the authors almost have the same view about what personal selling is the emphasis is on tale to tale confrontation of buyer and seller.

Umerah (2001 p. 6) defined personal selling as “selling process that involves sales person/customer physical interaction in transactional form that is sales person convince customer to win other build confidence and trust. He said these attribute are necessary for repeat business.

2.2   IMPORTANCE OF PERSONAL SELLING

Tack (1975 p. 10-11) viewed personal selling as “the life wire of a company, the community and the country at large”. He made an assumption of a situation whereby the salesman in a country go on strike for twelve (12) months he explained that the buyer of goods and services here will be held to ransom, because no new models could be introduced into the market and that the companies will heavily their resources into less full activities like advertising, sales promotion, public relations, publicity to teach, inform and sell. He started that by so doing, only those item that already have great markets potentials and easy to acquire and used, sell themselves by those that are consumer goods but needed some additional information than provided in the mass media will fall to a great extent since advertising is rigid in information dissemination.

Markin (1979 p. 429) considered personal selling as the most important or all promotional activities in marketing of thr company’s products. He asserted that personal selling is an effective result producing promotional activities, though it is expensive to embark on. He went further and compared personal selling and advertising in the marketing of consumer goods. The need for personal selling has shifty reduces as a result of mass promotion activities like advertising, but nonetheless, personal selling provide adequate sales   assistance to the buyers. At the retails levels the sales person contact the ultimate consumer where they educate them on the product in the language understanding to each of the consumer that comes the store or those that are there in their door-to-door selling.

THE IMPACT OF PERSONAL SELLING ON THE SALES OF DURABLE CONSUMER GOODS (A STUDY OF ATLSA CARPET WORLD ENUGU)

 

COMPLETE PROJECT  MATERIAL COST 3000 NAIRA

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                                        ABSTRACT

This project is focused on the impact of personal selling on the sales of durable consumer goods of Atlas Carpet World Enugu. It is common knowledge that personal selling as one of the promotional tolls available to a marketer indispensable in the sales of consumer product. In the course of the study the researcher employed exploratory approach to acquire the needed information through the use of questionnaire, personal selling interview and observation. Base on the recommendation the company should boost the sales force performance and the organization profitability. Also more salesman should be employed and give them adequate training and incentive so as to ensure proper coverage of the existing and potential market.

PROPOSAL

This project is focused on the impact of personal selling on the sales of durable consumer goods of Atlas Carpet World Enugu. It is common knowledge that personal selling as one of the promotional tools available to a marketer indispensable in the sales of consumer product. Personal selling enable marketers to tailor their presentation to fit the needs, wants, motives and behaviour of individuals customers to a particular sales approach, personal selling often result to particular purchase. The need for personal selling increases with the complexity of products and services for these reasons, manufacturer like to promote their goods and services through personal selling. Personal selling is unique in nature, the quality include personal confrontation, cultivation of personal relation between the seller and the buyer for immediate response. The degree at which personal selling is used might depends on the nature of product.

The similarities in the consumption and maintenance patterns of durable and capital goods sometimes obscure the dividing line between the two. The longevity and the often higher cost of durable goods usually cause consumers to postpone expenditures on them, which makes durables the most volatile (or cost-dependent) component of consumption. This research work contains the following:

Chapter One:

This part contains; statement of problem, research objective, significant of study.

Chapter Two:

This part of the write up is the view of what various authors have written on the personal selling as one of the important promotional tools in the marketing of durable consumer goods and services. This review is to give the research work a very strong foundation and reliability.

Chapter Three:

The researcher intends to acquaint the reader of this project work with information regarding the procedure of scientific inquirer used in this research work. The researcher will use percentage expression to estimate the population of management salesmen and distributor. The total population of management staff is estimated to be 60 out of which 15 1.6 will be selected as the sample size. Salesperson is estimated to be 40 percentages which 10 person are taken as the sample (14). The distributor and outlet of the company are (1.3) about 90 percentages out of which 30 will be selected as a sample size. This sample size is taken from Enugu metropolis. A stratified random sampling technique will be use in selecting the represent in which each of the sampled of the Atlas Carpet World would be expected to complete the questionnaire.

Research Instrument use in carrying out the research work are; questionnaire, personal interview, observation and documentary source.

Chapter Four:

This section of the study deals with the presentation and analysis of data collected from the field work. The data collected will be presented in tabular forms and expressed in percentages.

Chapter Five:

In this chapter, the researcher wishes to summarize the fact from the investigation provide conclusion and recommendation for further study.

TABLE OF CONTENT

CHAPTER ONE: INTRODUCTION

• Background of the study
• Statement of the problem
• Objectives of the study
• Research questions
• Formulation of hypotheses
• Significance of the study
• Scope of the study
• Definition of terms

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.0 Introduction

2.1 Conceptual framework

2.1.1 Concept of personal selling

2.2 Theoretical framework

2.3 Modern trend in personal selling

2.4 An overview of personal selling

2.5 Role of personal selling on the marketing of consumer goods

2.6 Impact of personal selling on consumer satisfaction and retention

2.7 The importance of sales forecast of the marketing of durable consumer goods

2.8 The nature and functions of sales force leadership for business growth

2.9 Goal setting and suggestion systems

2.10 Consumer research and decision making process

2.10.1 Evaluation of personal selling in marketing of durable consumer goods

2.11 Company profile

CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY

3.1 Research design

3.2 Sources of data

3.2.1 Primary source of data

3.2.2 Secondary source of data

3.3 Population of the study

3.4 Sample size determination

3.5 Questionnaire allocation and distribution

3.6 Method of data treatment and analysis

3.7 Limitations of the study

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA

4.1 Presentation of data

4.2 Testing of hypotheses

CHAPTER FIVE: SUMMARY OF FINDINGS, RECOMMENDATIONS AND CONCLUSION

5.1 Summary of findings

5.2 Recommendation

5.3 Conclusion

Bibliography

Appendix

CHAPTER ONE

• INTRODUCTION

1.1 BACKGROUND OF THE STUDY

In modern time especially in Europe and in the United States of America, empirically speaking, the establishment of manufacturing concerns both small and big, had necessitated the working out of means and ways by which such products could be marked, so as to get to the consumers who are the target of the design.

Since it was not easy for consumers to easily patronize without question or doubt about the efficiency of the manufactured products been introduced in the market, these firms had to think out means, methods of guaranteeing consumer loyalty which was not easy to get. One of the designs which firms involved in the production of goods and services was through the instrumentality of advertisement of such goods. Another method of engendering sales as applied by firm came in form of sales promotion. But as it were, these strategies as applied by firms to win customer loyalty was not sufficient, hence the need to try another method.

Baker and baker (1974) asserts that despite the importance of advertising and sales promotion in disseminating information and stimulating interest in products and services, there were many circumstance where personal contact is necessary to effect a sale.

Baker and Baker (1974:246) was of the opinion that most advertising is generalized and so cannot answer all the consumer information needs. Baker and Baker (1974) Further asserts , that , personal selling provides the impact which advertising or non personal selling cannot offer at the individual level. Personal selling and advertising, the author posits, are complimentary activities and their relative importance will vary depending on the number of product and the buying behaviour associated with it.

Stanton and Stanton (1984:398) sees personal selling as major promotional method used to reach the goal of marketing efforts used to increase profitable sales. It is clear that personal selling strategy have been applied by firms covering wide category of products.

1.2 STATEMENT OF PROBLEM

It is a known fact that most firms in Nigeria will only utilize personal selling at the introductory stage of product life cycles while others wish to use it without a proper understanding of the impact that personal selling plays in the realization of marketing objectives which is generating and retaining new and existing customers.

Also, some carpet manufacturing firms here in Nigeria, have not fully utilized and employed personal selling strategies effectively and efficiently. Most rely on sales promotion and advertising without adequately profiling personal selling activities. This has adversely affected sales volume/growth and customer relationship management in Atlas carpet product area.

Furthermore, customers of Atlas carpet product in recent time, have consistently laid the complaint that as carpet companies did not timely respond to complaints about product problem like frequent breakages for want of good quality reinforcement. Many carpet companies lack the understanding of how personal selling would help in answering sales related problems regarding product.

In addition, sales and profitability of carpet organizations have plugged down without the firm analyzing what the impact personal selling portend despite the present economic recession. Carpet firms have consistently employed poor marketing tools with underestimation that personal selling have no relevance in the selling of carpet product. It is the height of the above that the researcher is bent on appraising.

1.3 OBJECTIVES OF THE STUDY

The following research objectives have been formulated to guide conduct of the study.

1. To identify the impact of selling in generating and retaining of new and existing customers of Atlas carpet world product.
2. To investigate role that personal selling plays in sales volume growth and profitability enhancement for carpet products.
3. To examine personal selling strategies to see if they can be used in building customer relationship.
4. To determine how personal selling can be used in sustaining long term customer satisfaction of consumers of Atlas carpet world product.

1.4 RESEARCH QUESTIONS

The following research questions were formulated by the researcher to guide conduct of the study.

1. Does personal selling have impact in generating and retaining new and existing customers of Atlas carpet world product?
2. Can personal selling play any role in sales volume growth and profitability of Atlas carpet world product?
3. Can personal selling strategies be used to build customer relationship?
4. Can improvement of Atlas carpet world product quality be used in sustaining long term satisfaction of consumers through personal selling?

1.5 RESEARCH HYPOTHESIS

The following hypotheses were formulated to guide the conduct of this study.

H1: Personal selling does have impact in generating and retaining of new and existing customers for      Atlas carpet world product.

Ho: Personal selling does not have impact in generating and retaining of new and existing customers for Atlas carpet world products.

H1: Personal selling have role to play in sales volume growth and profitability enhancement for Atlas carpet world products.

H0: Personal selling have no role to play in sales volume growth and profitability enhancement for Atlas carpet world.

H1: Personal selling strategies can be used to build customer relationship.

Ho: Personal selling strategies cannot be used to build customer relationship.

H1: Personal selling strategies can be used in sustaining long term satisfaction of consumer of Atlas carpet world product.

Ho: Personal selling strategies cannot be used in sustaining long term satisfaction of consumer of Atlas carpet world product.

1.6 SIGNIFICANCE OF STUDY

This research work is aimed at contributing to knowledge in the area of marketing and marketing communication decision. No doubt this work will assist marketers involved in personal selling in decision making, customer relationship and management, marketing planning and control as well as in organizational growth and development.

Management of Atlas carpet world industry as well as other related manufacturing concern, would find this work useful and reliable. Like other field of human endeavour where study carried out left open some gap, it is hoped that this research would present knowledge that can better the utilization and application of personal selling strategies for carpet firms.

Last but not the least, the study would be useful for future researchers, library of universities and the academia in general.

1.7 SCOPE OF STUDY

The scope of study covers Atlas Carpet World Enugu.

• DEFINITION OF TERMS

The following operational terminologies were used in furthering this research work and they are briefly explained hereunder.

CONSUMER: individual that purchase products goods and services), Stanton (1983: 48)

DECISION MAKING: the process at which individual, firm or government select best option among varieties of alternative course of action.

FIRMS: organizations that produce goods and services that satisfy consumers’ want variety of firms constitute industry, Jhinghan, (2006:19).

MARKETING: business activity of presenting product or services in such a way as to make them desirable.

PERSONAL SELLING: face to face personal conversation between a prospect and psychological satisfaction offered to sales. It is anything offered to the market for alteration, acquisition and usage and which can satisfy

MARKETING PRACTICES AND CONSUMER SATISFACTION IN THE HOTEL INDUSTRY

(A CASE STUDY OF ABIA HOTEL LTD. UMUAHIA

 

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ABSTRACT

If management is to maximize customer satisfaction and resulting profits. It must recognize that components of satisfaction are of varying degrees of importance to the consumer. Also it must realize that these same factors huge wide variations in cost although they provide different levels of satisfaction. Consequently, management should adopt a marketing mix policy that will provide satisfaction and at the same time make profit. To do this, management should start by defend the characteristic needs, and want of its market and market segments so it can modify its service mix and communication strategy to serve that market segmentation is important both conceptually and practically because it allows the management to analyse and improve care of discrete part of the total consumer market. This form of market research can be expensive, time consuming and misleading. Though many hotels are already trying to monitor consumer satisfaction by soliciting suggestions and complaints. Management do not often see their hotels as a product but total services do meet the definition of something that satisfies a need for.

 

 

 

 

 

 

 

 

 

TABLE OF CONTENTS

 

CHAPTER ONE

1.0     Introduction …………………………………………………………………..1

• Background of the study ………………………………………………..1
• Statement of the problem………………………………………………..2
• Purpose of the study ………………………………………………………4
• Significant of the study…………………………………………………..4
• Research question ………………………………………………………….6
• Operational definition of terms ……………………………………..7

CHAPTER TWO

Literature Review ………………………………………………………….8

• Introduction …………………………………………………………………..8
• Review of Related Literature…………………………………………..9
• Summary of literature review ………………………………………40

CHAPTER  THREE

Research Methodology………………………………………………….42

• Design of the study ………………………………………………………42
• Area of the study…………………………………………………………..42
• Population of the study…………………………………………………42
• Instrument for data collection ………………………………………43
• Sample size…………………………………………………………………..43
• Validity of the Instrument ……………………………………………43
• Distribution and retrieval of instruments……………………..44
• Method of data collection ……………………………………………44

CHAPTER FOUR

4.1     Data presentation and Analysis ……………………………………45

CHAPTER  FIVE

Summary, conclusion and Recommendation

• Summary of findings ……………………………………………………56
• Conclusion …………………………………………………………………..59
• Recommendation …………………………………………………………60
• Limitations of the study………………………………………………..61
• Suggestions for further research …………………………………..61

References…………………………………………………………………….62

Appendix A …………………………………………………………………64

Questionnaires ……………………………………………………………..65

 

 

 

CHAPTER ONE

1.0     INTRODUCTION

1.1     BACKGROUND OF THE STUDY:

The hotel industry is regarded as a service industry whose product cannot be separated from it, in space or time. it provides intangible services as stated by George (1986) much credit is given to the article to PATHMELL, which he gave a good description of the difference between goods and services and went further to distinguish the marketing characteristics of services. In recent time, there has been difficulty in hotel, motel, Guest House, inns, clubs etc due to this factor. It has become difficult to distinguish between the provision of separated demand for meals and refreshments away from home for the demand of drinks in relation with overnight shelter.

This study however intend  to use the hotel as a concept which aim to satisfy the demand for accommodation, food, drinks, and a spot for relaxation away from  home. To make it more explicit, GRACE and PAIGE (2003) use the hotel management which defines it as an establishment  offering food and drinks and sleeping accommodation if so required to any travel who appears to be able and willing to pay for service and facilities provided. Like all industries an effective marketing system is necessary for the achievement of the primary goals of the industry which is profit marketing orientation through consumer satisfaction.

• STATEMENT OF THE PROBLEM

Marketing hotel services are those services which must attempt other profit oriented business. simultaneously, the interest of several group of the public (customers, share holders, employers) so is the total industry, whatever the market environment is, the management is faced with balancing the level of marketing effort directed to achieving customer satisfaction and corporate profitability. To some, “|Hotel” have came to be regarded not as autonomous institution but rather as a complex organ within the business activities. It is influenced by both social and technological changes with in its environment. This dynamic nature of society and technology call for the development of the right strategy to satisfy its market. The hotel functions as an organization of its success which lies in the philosophy of the marketing concept.

Drucker (1995) expressed it this way “that nobody pays for the products” what is paid for is satisfaction. On the other hand, ditcher (1992) puts it in another form that most purchase or actions are made less because of the satisfaction promised to the consumer ego. In Nigeria, there are different grades of hotels (international, medium, local, and others) they all practice one form of marketing function or the other to meet their objectives it is assumed that the size affects the level of marketing practice and level of satisfaction in the hotels. This study therefore hopes to dig this out.

1.3     PURPOSE OF THE STUDY

1. This study intends to investigate marketing practices and consumer satisfaction in the hotel industry (A case study of Abia Hotel Ltd. Umuahia).
2. To develop a broad vision about Hotel industry business.

3        To acquire the necessary managerial stills require running the hotel industry.

4        To develop and strengthen the hotel industry.

1.4     SIGINIFICANCE OF THE STUDY

For any hotel industry, the consequences, marketing practices and consumer satisfaction attract are extremely important. By discovering the attitude of workers on factors related to the consumer satisfaction, hotel industry will know that there is high or low consumer satisfaction and they find out the factors, affecting the industry. An industry can then correct bad situation where necessary on the other hand, there is high satisfaction and the industry will make attempts to keep or even increases the consumer satisfaction at that level.

Moreover, if the level of consumer satisfaction affects their performance, it will benefit the hotel  but if they can equip available workers these factors that affects consumer satisfaction will hereby make them improve in sales volume of hotel industry. In Nigeria, it hotel workers are provided, all they need is to make them satisfied. There will be industrial peace, whereby there will be less strikes and industrial action. These that will benefit from this study are:-

1. Politicians
2. Travelers
3. Business men.
4. Politicians: They usually have their meetings and conference in the hotel, and sometimes lodge their for security reasons.
5. Travelers: Many travelers lodge in the hotel because they may arrive lath in the night at the park and they need shelter, they will lodge at the hotel.
6. Business men: Some of these business sometimes do their business at the hotel or meet their business partners at the hotel for security reasons.

1.5     RESEARCH QUESTIONS

1. How effective is the organization achieving the great influence in the environment?
2. Is marketing hotels services simple like any other profit oriented business?

3        Is there any difference in satisfaction between young and old people as four as hotel services are concerned?

1.6     OPERATIONAL DEFINITION OF TERMS

Hotel industry: The hotel is regarded as a services industry whose product cannot be separated from it in space or time marketing: This is regarded as a social process by which individuals and group obtain what they need and want through creating, offering and freely exchanging products and services of values with other (Kolter, Philip, 2008). Consumer satisfaction: consumer satisfaction refers to the meeting of the needs physiological, cultural, economic of the consumer.

 

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