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THE IMPACT OF SERVICE
INTANGIBILITY ON CONSUMER EXPECTATION ON SERVICE QUALITY IN NIGERIA
ABSTRACT
This work discusses the impact of service
intangibility on consumer expectation on service quality in Nigeria. A hundred
and twenty questionnaires were distributed among consumers from selected
companies in Nigeria. Interviews and surveys were also conducted.
Primary and secondary data were used in the
analysis. Tables and percentages were used as the instrument of analysis
It was observed therefore that service intangibility
has a significant impact on consumer expectation and service quality in
Nigeria. Also, there is a strong relationship between service intangibility,
consumer expectation and service quality in Nigeria.
TABLE OF CONTENT:
CHAPTER
ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Research Problem
1.3 Objectives of the Study
1.4 Significance of the Study
1.5 Research Questions
1.6 Research Hypothesis
1.7 Conceptual and Operational
Definition
1.8 Assumptions
1.9 Limitations of the Study
CHAPTER
TWO
LITERATURE
REVIEW
2.1 Sources of Literature
2.2 The Review
2.3 Summary of Literature Review
CHAPTER
THREE
RESEARCH
METHODOLOGY
3.1 Research Method
3.2 Research Design
3.3 Research Sample
3.4 Measuring Instrument
3.5 Data Collection
3.6 Data Analysis
3.7 Expected Result
CHAPTER FOUR
DATA
ANALYSIS AND RESULTS
4.1 Data Analysis
4.2 Results
4.3 Discussion
CHAPTER FIVE
SUMMARY AND
RECOMMENDATIONS
5.1 Summary
5.2 Recommendations for Further Study
Bibliography
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