Improving Customer Services Levels In Services Industries, Through The Application Of The Marketing Concept
(A Case Study Of Ibeto Photographic Colour Laboratory Enugu)
Enhancing customer service levels in service industries through the application of the marketing concept involves a strategic approach focused on understanding and fulfilling customer needs and preferences. By leveraging market research, segmentation, and targeting, businesses can tailor their offerings to meet specific customer demands effectively. Emphasizing relationship-building and customer engagement fosters loyalty and encourages repeat business. Implementing innovative technologies and processes streamlines service delivery, leading to greater efficiency and customer satisfaction. Additionally, ongoing evaluation and adaptation of strategies based on customer feedback and market trends enable organizations to stay responsive and competitive in dynamic market environments, ultimately driving sustainable growth and profitability in service industries.
The Nigerian economy is filled with different kinds of services providing industries, ramping from the large ones like banks to very small ones such as hair saloon services. The deepering economic problems in the country has made services provision of all kinds very expensive and competitive. The only solution to survive is to engage vibrant and strategically marketing. But most service firms expenditure the small ones neither have a specialized marketing unit nor seen to take marketing programmes and concept very serious.
It is on this lapses, that this study was based. The major objective of this study is to critically examine the marketing programmes of service based firms (in Enugu) in order to identify ways in which customers services can be improved through the application of marketing concept.
Title Page
Approval Page
Dedication
Acknowledgement
Abstract
List Of Table
Table Of Content
Chapter One
1.1 Background Of The Study
1.2 Statement Of Problem
1.3 Purpose Of The Study
1.4 Hypothesis Formulation
1.5 Scope Of The Study
1.6 Significance Of The Study
1.7 Definition Of Terms
Chapter Two
2.0 Review Of Literature
2.1 Overview Of Services
2.2 Nature And Scope Of The Service Industries.
2.3 Characteristics Of Services
2.4 Importance Of Service To The Economy
2.4.1 Definition Of The Elements Of Customers Services.
2.4.2 The Place Of Customers Services
2.5 Quality Of Customer Services
2.5.1 Formation Of Customers Services Programme And Strategy
2.5.2 Perception Of The Customer’s View Point
2.5.3 Designing Of Competitive Service Package
2.5.4 Establishment Of Performance Control
2.6 Application Of The Marketing Concept In The Service Industries
2.7 Application Of The Marketing Concept In Ibeto Colour Laboratory Enugu.
Chapter Three
3.0 Research Methodology
3.1 Research Design
3.2 Area Of Study
3.3 Population Of The Study
3.4 Sample And Sampling Procedure
3.5 Instruments For Data Collection
3.6 Validation Of The Instrument
3.7 Reliability Of Research Instrument
3.8 Method Of Administration Of The Research Instrument
3.9 Method Of Data Analysis
3.10 Limitation Of The Study
Chapter Four
4.0 Presentation, Analysis And Interpretation Of Data
4.1 Presentation And Analysis Of Data
4.2 Test Of Hypothesis
Chapter Five
5.0 Summary Of Findings, Recommendations And Conclusion
5.1 Summary Of Findings
5.2 Recommendations
5.3 Conclusion
5.4 Suggestions For Further Study
Bibliography
Appendix
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Marketing implies all those human functions performed to satisfy consumer needs through production and exchange processes. Organisations that adopt the marketing concept mostly aim at finding what the consumers needs and wants are, are providing such needs and ants effectively and efficiently to the consumers.
Offering marketing services as a form of business is fast growing within the scope of marketing over the year. The relative amount of services has been growing in the economy representing about two third of the Gross National Product. marketing of service as an intangible product, apart from the existence as separate industrial sector, services also represent a major strength of Nigerian firm and the world at large. It has dominated the spectrum of Nigerian businesses.
However, the growing importance of services and their business to start up, in most cases, have made the sector very attractive to a lot of the citizenry.
Competition has become more intense than before and people are becoming too conscious of the quality of services being offered to them.
1.2 HISTORICAL BACKGROUND OF THE STUDY
The company, Ibeto photographic colour laboratory, is a subsidy of Ibeto Group of companies. Ibeto photographic colour laboratory was incorporated in 1984 in the Eastern part of Nigeria under the name of Ibeto Industries limited (IIL). With an array of modern and sophisticated machines it has been able to meet the demands of its numerous customers in both quality and services, through its networks of branches all over Nigeria. The company has established an excellent reputation and has remained a leading photo processing company with laboratories in Nnewi, Enugu Onitsha, Aba and Nsukka. Its customers cut across different individuals and organisation. Some of the organisations that patronize the company include Rocana Advertising Agency etc. The individuals include Newton etc. The service rendered by the company include development of firms into negation processing pictures into different sizes.
1.3 STATEMENT OF PROBLEM
Ibeto photographic colour laboratory has been facing a lot of problems in the recent past. Some of the problems are listed below.
1) Intense competition in printing photophobic colour laboratory industry in Enugu.
2) Lack of adequate marketing experts in Ibeto photographic colour laboratory.
3) Lack of customers, due to poor quality of their photographic colour laboratory.
4) Lack of adequate machines in the firm which helps to fasting the job to their customers.
5) Another problem is time consuming by the customer in terms of service given to them.
However, in all these that have stated here as the problems facing this company, one should be able to know the steps to take in solving the problem facing Ibeto photographic colour laboratory Enugu.
1.4 PURPOSE OF THE STUDY
The purpose of this study is to find out how Ibeto photographic colour laboratory are improving their customer services level.
1) How Ibeto photographic colour laboratory can stand the competition from other related firms in the same photographic colour laboratory market.
2) To know their customers are satisfied with the quality of their services at the right profitability level.
3) How possible to employ eough marketers who know the principles of marketing concept in the Ibeto photographic firm.
4) The way to increase the level of awareness/enlightment to the general public to enable them understand the importance of patronage.
5) To know the reactions of the customers toward the services rendered to them.
1.5 HYPOTHESIS FORMULATION
Ho: Good customer service, increase to the customer patronage.
Hi: Good customer service does not increase to the customer patronage.
Ho: Customer services impacts positively on the company’s profitability.
Hi: Customer services does not impacts positively on the company’s profitability.
Ho: Customers are satisfied with the photographic services offered by Ibeto.
Hi: Customers are not satisfied with the photographic services offered by Ibeto.
16 SCOPE OF THE STUDY
For the purpose of this study, Ibeto photographic colour laboratory, Enugu was chosen. Although these are many other photographic laboratories, the choice of Ibeto Enugu is to make the study more manageable. This is informed by the fact that the researcher has constraint of time and fund. In any case, the findings from the study of Ibeto photographic colour laboratory could easily be generalized among other similar organisations throughout the country.
1.7 SIGNIFICANCE OF THE STUDY
This study is significant in carryout: firstly, this study will be of immense benefit to some stakeholders in service industry. Secondary, the study is significant to both the management of Ibeto photographic colour laboratory Ltd Enugu, and other related firms because the study will no doubt expose the problems affecting them, as well as proper solutions for most of the problems.
Thirdly, this study will be significant to the customers/users of services especially those of Ibeto Enugu and other photo lab. Industries in Nigeria, because it shall expose them to the intricacies of evaluation of service rendered to them.
Finally, the study will hopefully aid researchers who are interested in this particular profit topic.
1.8 DEFINITION OF TERMS
There are varied definitions of services but the definition below brings out the essential ingredient in services.
Kotler (2002: 444) services can be defined as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Kotler (2002).
Services industries: They are these firms that render intangible services to their customers such as hospitals, loan agencies, military services, police and fire departments, post office, regulatory agencies, and schools. Kotler (2002: 444).
Edoga (1998) defined services as any activity benefactor or satisfactions that is offer for sales, it is essentially intangible and does not result in the ownership of anything.
Improving Customer Services Levels In Services Industries, Through The Application Of The Marketing Concept:
Improving customer service levels in service industries through the application of the marketing concept is essential for businesses aiming to succeed in today’s competitive market. The marketing concept places the customer at the center of all business activities, and this customer-centric approach can significantly enhance the overall customer experience. Here’s how you can achieve this:
- Understand Customer Needs and Preferences:
- Conduct market research to gain insights into your target audience’s needs, preferences, and pain points.
- Use surveys, focus groups, and customer feedback to gather information about customer expectations.
- Develop Customer Personas:
- Create detailed customer personas based on your research to better understand your target audience’s demographics, behaviors, and motivations.
- Tailor your services to align with the specific needs of each persona group.
- Offer Personalization:
- Leverage data and technology to personalize the customer experience. For instance, use customer data to recommend relevant services or products.
- Address customers by their names and remember their preferences to create a personalized experience.
- Train and Empower Employees:
- Invest in employee training to ensure that your staff understands the importance of customer service and how it relates to the marketing concept.
- Empower employees to make decisions that benefit the customer, even if it means going above and beyond standard procedures.
- Communicate Value Propositions:
- Clearly communicate your service’s unique value propositions to customers.
- Highlight what sets your services apart from competitors and how they can benefit from choosing your business.
- Consistent Messaging:
- Ensure that your marketing and customer service teams are aligned in their messaging and approach.
- Consistency in branding and communication helps build trust with customers.
- Use Feedback for Improvement:
- Continuously gather feedback from customers through surveys, reviews, and direct interactions.
- Act on this feedback to make necessary improvements and demonstrate your commitment to customer satisfaction.
- Implement Service Recovery Strategies:
- Develop protocols for handling customer complaints and service failures.
- Train employees on effective service recovery techniques to turn negative experiences into positive ones.
- Monitor Key Performance Indicators (KPIs):
- Track KPIs like customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates to gauge the effectiveness of your customer service efforts.
- Use this data to identify areas for improvement.
- Foster a Customer-Centric Culture:
- Create a company culture that prioritizes the customer’s needs and values.
- Encourage all employees to embrace the marketing concept and its focus on customer satisfaction.
- Leverage Technology:
- Utilize customer relationship management (CRM) software to manage customer data and interactions effectively.
- Use AI and chatbots to provide 24/7 customer support and streamline processes.
- Measure and Adapt:
- Regularly assess the success of your customer service initiatives and marketing strategies.
- Be willing to adapt and evolve your approach based on changing customer expectations and market conditions.
By embracing the marketing concept and aligning your customer service efforts with it, you can create a more customer-centric approach to service delivery, leading to increased customer loyalty, positive word-of-mouth, and long-term business success in the service industry.