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ABSTRACT
The success or failure of product or service depends on the attitude
of consumers towards it. That is why the research instrument I used was
questionnaire and interview. The questionnaire was drawn and randomly
distributed within the indicated area of study. The research also made
use of oral interview to supplement questionnaire.
Data was collected
from seven zones such as New Heaven, Asata, Achala-Layout, Ogui Urban,
Ogui New Layout, Ogbete (Camp) and Agabni Road.
Bourley was used to determine the sample size.
Also, chi-square was used to analyze the hypothesis and know also when to accept or reject the null and alternative hypothesis.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
This research work is aimed at determine attitude of consumers towards public utilities.
The
power holding company (formally called NEPA) was established by Decree
No 24 of 1st April 1972 with the amalgamation of Electricity corporation
of Nigeria (ECN) and Niger Dan Authority (NDA). Power Holding Company
formerly called NEPA was empowered to maintain an efficient coordinated
and economic system of Electricity supply to all the Nooks and Crannies
of the nation. Major power stations namely Yola, Delta and Afam thermal
power station of Kanji power station serving more than two million
customers nationwide. They propelled the nations technological and
industrial growth, Power Holding Company formerly called NEPA has become
the fastest and biggest growing electricity industry in Africa and in
deed the developing world with impending condition like he ever-rising
consumers debts vandalization of NEPA installation, high cost of
maintenance inadequate gas supply, low water level at the hydro power
station, high cost of foreign exchange and the abysmally low tariff
regime.
Power Holding Company formerly called NEPA has always striven
to meet its distribution and marketing of stable electricity to its
numerous residential commercial and industrial customer against all
odds. Inspite of some of its familiar operational shortcomings, PHC has
made gaint – strides in the production and marketing of Electricity to
the nation and beyond. A principal beneficiary of PHC. Extended
electricity programme is the Republic of Niger under agreement with
NIGELEC (Niger Electric Company) that country’s electricity monopoly.
Similarly,
in Sept 1996 an undertaking was signed between PHC and commercial
Electrique Du Benin(CEB) which is responsible for the production
transportation of electric energy in the Republic of Benin and Togo.
Nigeria Government Policy on the development of public corporation was
clearly defined in the year 1970/1974 Second National Development Plan
document as follows:
“Statutory corporation and state owned company
have become an important tools to public entertainment in the
development process. Their primary aim is to stimulate and accelerate
national scarcity and structural defects in private business
organization. There are also basic consideration arising from the
dangers of leaving vital sectors of the national economy to the wimps
and caprice of the private sector often with the direct and remote
control of foreign large scale industrial companies. Public corporation
are therefore crucial in Nigerians quest true National economic
independence and self reliance. The Power Holding Company formerly
called NEPA being one of the statutory corporations is a household name.
Presently,
the corporation is gradually bringing a lot of re-thinking into the
minds of Nigerian entrepreneur both private and public from making them
to actually appreciate the modern market concepts, a management
orientation
which hold the key task of the organization to deliver the desired
satisfactory service more effectively and efficiently.
Meanwhile,
one of the implication of the concepts is that the consumers in any
market segment will favour the offer of the organization who come close
to satisfying the consumer’s particular needs and wants. Therefore, it
is necessary for an organization to seek to understand customers
preference, habits behaviour and criticism and to do this, the
organization has to research into those things that attract consumers
interest and influence their behaviour.
Moreover, setting up an
organization for the purpose mentioned before, an organization should
better hold it responsible that survival of the organization depends
much on the attitude of consumers towards the organization and its
product or services.
However the main priority of the management of
Power Holding Company formerly called NEPA at Enugu metropolis is to
identify influences on the attitude of consumers towards the
organization the knowledge of variables, the consumers opinions,
feelings and ideas about their services will help management of the
marketing mix in other to achieve their objective. Also, it will enhance
growth, expansion and to ensure greater rate of returns in public
utilities. PHC. As a monopolist service industry recognize the important
variable and even exploring other means of providing better services.
Discussions on PHC features regularly on the pages of the periodical and
dallies as well, as on the Radio and Television Programme. The
frequency at which the newspaper and margarines publish materials on PHC
tends to portrary the importance of electricity industry economic
development.
Finally, this research work is a conscious effort
towards X- raying the overall customers attitude in relations to
productivities and efficient power supply of electricity often referred
to as heart beat of the nation.
1.2 STATEMENT OF PROBLEM
This study is intended to find out the attitude of consumers towards
Public
utilities. The growth and survival of an organization such as NEPA is
paramount. This positive growth achievement of organizational goal is
anchored on the effective performance of the organization.
The
problem is to determine the people’s response to price of public
utilities positively or negatively. They respond negatively when PHC
give much bills to consumers, which they did not expect.
Determine
consumers view about Power Holding Company formerly called NEPA and also
determine the extent to which public demand PHC services.
1.3 OBJECTIVES OF THE STUDY
The
persistent public out cry over the authority’s erratic power supply
juxtaposed with the numerous excuse offered by the Authority, some of
which tends to expose the consumers to blame for the cause of the matter
while the consumer accuses PHC of inadequate service and the Authority
also make counter accusation on the consumers for what it describes as
their non co-operative attitude.
It is in the face of this controversy that the researcher embarked on this project with the following.
1. To determine the ideas, attitude and consumers view about PHC at Enugu metropolis.
2. To determine the extend to which service of PHC is demanded compared to other public utilities
3. To find out the impression consumer have about the price of organization service on relations to its quality.
4. To analyse ways of wining consumers favourable attitude and there improve the share among other service.
1.4 SCOPE OF THE STUDY
This study is limited to
finding out how consumers rate or regards services rendered by public
corporation with special reference to Power Holding Company formerly
called NEPA Enugu office.
1.5 LIMITATION OF THE STUDY
During the course of
writing the project topic the research encountered some problem
associated with finance, time and data collections.
FINANCE: Finance
is the background of every plan going by the present economic hardship
facing the entire country, I have limited finance which will not also
found it difficult to purchase much of my requirement so I could only
carry out the research works much, my purpose could carry me.
TIME: One of the greatest shortcoming was time factor for the mere
fact that I am a student taking recognizance of the academic region
facing me as a final year student and it is incumbent on me to attend
classroom lectures carryout assignment, writing of term papers.
Therefore I could not find it convient in completing such until this
task, particularly in the area of field survey, which involves going out
in Enugu metropolis. Data collection.
DATA COLLECTION: Collection
of information of a several from actual users may not be willing to give
reasons, why they use it, where as some will not want to disclose their
income level of relevant information about the information themselves
in cost case, the deflect appointment.
1.6 RESEARCH HYPOTHESIS
Hypothesis according to Webster means “A presentation put forward
a
basis for reasoning a sub-position formulated from proved data and
presented as a temporary explanation of occurrence as science in order
to establish a basis for future use.
Ho: Power Holding Company formerly called NEPA, service, price and quality are not acceptable to consumer.
H1: Power Holding Company formerly called NEPA, service, price and quality are acceptable to consumer.
Ho: Consumer attitude towards the service of Power Holding Company formerly called NEPA are not favourable.
H1: Consumer attitude towards the service of Power Holding Company formerly called NEPA are favourable.
1.7 SIGNIFICANCE OF THE STUDY
It
will also be seen as a reference point for students who might be
carrying out research on similar or related topic. It will also help the
government to assess the services ability of Power Holding Company
formerly called NEPA and know whether to constitute similar or parallel
organization. It will help the Power Holding Company Management to
identify areas that they are lacking and effective ways of increasing
performance for customer satisfaction.
REFERENCES
ADEMIRAM, OKE (1986) The effect of STAM ABA, the Nigerian Economist magazine Nov. 17,
AZUBUIKE OGBONNA: (1994 A monthly magazine New letter of the
Nigerian postal service vol2. No3.
ADOSHUM, OLUWOLE (1993) A monthly magazine New letter of the
Nigerian Postal Service No 5 Vol. 1 August.
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