THE EFFECTIVENESS OF CONSUMER SERVICE DELIVERY IN THE FAST FOOD INDUSTRY

(A CASE STUDY OF MR. BIGG’S ENUGU METROPOLIS)

ABSTRACT

This study focused on the “Effectiveness of Consumer service delivery in the Fast Food Industry a case study of Mr. Biggs in Enugu metropolis.

In order to carry out the work, some of these objectives were stated:

–         To determine the relationship between service quality delivery and consumer satisfaction.

–         To determine the responsiveness of the service delivered by Mr. Biggs to consumer patronage.

–         To access the competence of the service provider (Mr. Biggs Enugu) towards consumer service delivery.

–         And to determine the positive impact on the profitability of Mr. Biggs by its level of service delivery.

Based on the stated objectives, four hypotheses were formulated.

Extensive literature review of textbooks, newspapers, magazines, business journals, and some past projects of graduated students who studied related topic of the study were carried out, which is the secondary sources of data used, primary data were sourced from respondents comprising consumers and management and relevant staff of Mr. Biggs in Enugu metropolis.

The sample size was determined using Topman’s formular for the consumer of Mr. Biggs also Beurley’s formular for management and relevant staff of Mr. Bigg’s in Enugu.

The researcher used chi – square (X2) statistical method to test the hypothesis which were earlier formulated for the study. The data collected were presented on statistical tables using frequencies and percentages for analysis.

In the process of this study, the following findings were revealed.

–         That there is a positive relationship between the quality of Mr. Biggs service delivery and consumer satisfaction.

–         That there is a positive relationship between responsiveness of Mr. Biggs service delivery and consumer patronage.

–         That most consumers of Mr. Biggs in Enugu metropolis were made up of business men/ women, civil servants, children and students.

–         It equally revealed that majority of the consumer-spent 15mins to 20mins in receiving the services and products from Mr. Biggs Enugu.

In view of the revealing findings, recommendations on how to improve in the effectiveness of consumer service delivery in Mr. Biggs Enugu metropolis were offered.

In conclusion the ultimate aim of marketing (service provide) is geared towards consumer satisfaction at a profit to the company.

TABLE OF CONTENTS

Title Page

Certification

Dedication

Acknowledgement

Abstract

Table of Contents

CHAPTER ONE:          INTRODUCTION

1.1     Background to the study

1.2            Statement of the study

1.3            Objectives of the study

1.4            Formulation of hypothesis

1.5            Significance of the study

1.6            Scope of the study

1.7            Definition of terms

CHAPTER TWO:         LITERATURE REVIEW

2.1    Overviews of Services

2.2                  Overview of Consumer services

2.3                  Consumer Service and Buyer Decision Concept in Fast Food Industry.

2.4                  Advantages of Marketing philosophy in Consumer Service.

2.5                  Facilitating and Value Augmenting Service in Fast Food Industry.

2.6                  Managing product Support Service in the Fast Food Industry.

2.7                  Importance of Internal Marketing in Consumer Service delivery.

2.8                  Consumer service delivery in Fast Food Industry.

CHAPTER THREE:       RESEARCH METHODOLOGY

3.1       Research Design

3.2               Sources of Data

3.3               Population of the study

3.4               Sample Size Determination

3.5               Sampling Technique

3.6               Method of data Collection

3.7                Method of data treatment and analysis

3.8                Limitations of the study.

CHAPTER FOUR:           PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA    AND TESTING OF HYPOTHESIS

4.1   Presentation, Analysis and interpretation of data.

4.2            Testing of Hypothesis.

CHAPTER FIVE:        SUMMARY OF FINDINGS, RECOMMENDATIONS, AND

Conclusion.

5.1             Summary of findings

5.2                        Recommendations

5.3                        Conclusion

Bibliography

Appendix 1

Appendix 11

CHAPTER ONE

INTRODUCTION

1.1            BACKGROUND TO THE STUDY

The role of Consumer Service delivery towards realizing company goals and aspirations in Consumer attraction, satisfaction, value, profitability, and retention is unquestionable.

As a selling activity, Consumer Service provides assistance and advice on such thing, as product installation, operation, maintenance, and repair for prospective buyers of many product, and availability.

The importance of effective Consumer’s Service has been recognized in Modern Marketing. It is an important activity which in combination of personal Selling, advertising, Sales promotion, packaging that will help the Company to achieve its organizational goals and objectives effectively and efficiently. Adequacy of the activity is a factor in the choice among competing seller and Marketers. Through providing superior Consumer Service, the service provider may obtain the patronage of certain consumer even in the fact of strong competition. As more and more consumer get sophisticated in their needs and wants, and more technical features are added to product. It becomes more complicated to satisfy these needs, and the installations, operations, and maintenance of products, Consumer’s Service gains in importance as an instrument of competition.

The researcher having much interest in Fast Food business could observe that major problem facing the industry is the effectiveness of Consumer Service delivery earned out would brings about the abandonment and failure of many firms.

The level of the market share of some market leaders in Fast Food industry for instance Mc Donalds, Bubbles, Tantalizers, Burger King, and the U.A Foods etc, can be traced to the totality of their relationship between them and their consumer, which is consumer service delivery. Unprecedented recognition and emphasis should be going to the activity for any form aspiring to attain a leadership status with these leaders.

Mr. Biggs is one of the largest Fast food Service organization, and retailer of convenience products. The organization is a subsidiary of UAC Foods, it has a branch network in the three geographical zones of the country with its headquarter at Lagos. The Enugu branch was opened on 2nd February 2001. The organizational structure has a chief executive officer with four departments heads that reports to the director of operations who is directly responsible to the C.E.O

The departments includes:-

a.                 Operations

b.                 Administration

c.                  Marketing

d.                 Bakery (production)

A.      Operations Department with a manager    overseeing the affairs of the other departments, internal inspection and quality control, supplies etc.

B.      Administration requirement of the company, and also address all relevant corporate issues. The Admin. Manager works with the director of operations.

C.      Marketing department manager sees all marketing activities, such as services, after sale service, like delivery etc.

D.      Bakery (production) department with the manager supervises all the activities.

The production of Mr. Biggs is convenience products which is defined as inexpensive, frequently purchased good and service that consumers wants to buy with the least possible effort. They do buy it often and plan to buy it when they are getting ready to go to the store. Their product includes:- Ice cream, egg rolls, meat pie, hot dog, spaghetti and rice. They package their product as take away, and also it can be served and eaten there.

The ways and means Mr. Biggs deliver their Consumer Service is the concern of this study

1.2            STATEMENT OF THE PROBLEMS

Mr. Biggs is one of the leading Fast Food Marketer in Enugu metropolis. The Company which has been doing well is facing a serious challenges from Appetizer, Bubbles and many others. This competition is affecting the sales profit position and of the company. Some other problems that equally affecting Mr. Biggs are:-

–         Wide Communication gaps between the buyers and the sellers

–         Delay in the transfer of goods and services.

–         Inadequacy in the area of parking of vehicles (ie) parking space.

–         High price of the goods

–         Delay in Service delivery to customers

–         Irregular supply of goods

In order to solve the above-mentioned problems, there is need for the effectiveness of Consumer Service delivery in the Fast Food Industry of Mr. Biggs so as to uplift the standard.

1.3            OBJECTIVES OF THE STUDY

This study is mainly concerned with the effectiveness of consumer service delivery in Mr. Biggs Enugu. Specially the study is aimed at the following:-

1.                 To determine the relationship between service quality delivery and consumer satisfaction.

2.                 To determine the responsiveness of the service delivered by Mr. Biggs to consumer patronage.

3.                 To determine the creditability of the service provider of Mr. Biggs towards consumer service delivery.

4.                 To access the competence of the service provider at Mr. Biggs towards consumer service delivery.

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