THE ROLE OF PUBLIC RELATIONS IN ENHANCING CUSTOMERS’ SATISFACTION (A CASE STUDY OF NIGERIAN AIRWAYS ENUGU)

 

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ABSTRACT

This study is aimed at pointing out the function of pubic relations officer in customer’s satisfaction in Nigeria Airways Enugu.

Research method: The data for this study were collected through questionnaire.

Thereafter the data collected were analyzed using chi – square method (X2) = (0 -e)

E

Which served to out qualitative characterizes

In the data into numerical form and relationships.

The research finding the essentials of public relations officer in an establishment.

The effect of public relations in promoting the image of an organization.

TABLE OF CONTENT

Title page                                                                  II

Approval page                                                            III

Dedication                                                                 IV

Acknowledgement                                                      V

Abstract                                                                     VI

Table of content                                                                 VII

CHAPTER ONE

INTRODUCTION                                                      1

• Background of the study 9
• The objectives of Nigerian Airway 10
• Statement of research problem 12
• Objective of the study 14
• Significance of the study 15
• Research questions 17
• Research Hypothesis / Null Hypothesis 17
• Conceptual of Operational Definition 18
• Definition of terms Operational 20
• Assumptions 21
• Limitation of the study 22

CHAPTER TWO:

REVIEW OF RELATED LITERATURE

• The origin and concept public relations 23
• The place of public relation in an Organization 27
• Publics 31
• Corporate Image 32
• Social Responsibility 34
• The pubic relations practitioner 38
• Summary of Literature review 40

CHAPTER THREE

RESEARCH METHODOLOGY                                    43

• RESEARCH Method 43
• Research design 43
• Expression Instrument
• Measuring Instrument 45
• Method off data analysis 46

CHAPTER FOUR

• Data analysis and interpretation 47
• Table 1: Measurement on image problem

of Nigerian Enugu                                              49

• Table 2: Measurement on the role played by the public relations                                         50
• Table 3 :- Measurement of the basic steps

top be taken                                                    52

• Table 4:- Measurement of effects of

political interference                                           55

• Discussion 57

CHAPTER FIVE

• Summary and recommendation for further study 62
• Recommendations 65
• Conclusion 68

Bibliography                                                               71

CHAPTER ONE

INTRODUCTION

In any organization, the need to maintain the image of the organization is in our contemporary societies a private one hence this study survey the role of public relations in enhancing consumer’s satisfaction. We set out to find   whether Nigeria Airways Enugu, has in any way satisfied or disssatidied the total number of people or customers that have been satisfied or dissatisfied by the organization. This study will also x – rays how far the PR roles have helped or will help to co-ordinate the organizations perception of the Nigeria airways image when determined are bed, them the researchers would be in a better position to advise and make necessary recommendations in order to enhance it’s image. And also, to contribute to the knowledge of mass communication and indeed to the acknowledge of geniality of Nigerian in their quest for the effect of customers satisfaction in government and in parastatals.

The Nigeria Airways is a public interest and business enterprise and as such is required to succeed.

        As a public institute devoted to the servicing of the public interest , it must have its customers, satisfactions as its prime motive to enhance and achieve public co-operation and acceptance. As a business institute, the Nigeria Airways must use business principles to operate in such a way that it be comes economically strong enough to depend and sustain its independence against crumbling.

Against the background the Nigeria Airways, instituted the public relations department to help foster the activities of the organization in order to achieves it aims and objectives. This is so because no business oriented organization can make any meaningful achievement without the it is easy identifiable that the basic philosophy underlying public relation practice is prime importance in all spheres of activities. The public relations man engages himself in doing he has done. This involves winning friends, keeping them and influencing them, as well as others it also involves looking good by building and sustaining good image or goodwill through good deeds that will wim favourable consideration for Nigerian Airways Enugu among members of the public.

Public relations by definition according to frank Jefekins states “that public relation is the process of assessing consumer wants establishing communication fastening good will so that consumer wants or needs can be profitable satisfied”. I

Another definition of public relations according to the editors of public relations news, PR is a philosophy and function of management, which evaluate public attitudes, identities the policies of an individual or organization with public interests and execute a programme of actions to earn public understanding and acceptance”.