Based on this, the researcher designed as research plan that involved the review of related materials and use of research instruments for the collection of primary data.

The populations of study were the staff and customers of Mr. Biggs. Data collected were used to test the hypothesis formulated and some major findings made, which includes;

That the promotional activity or strategy adopted by the firms although has helped to improve the firms performance, but much is still desired of them.

Besides, the price of Mr. Biggs services was discovered not to be favorable with most customers.

Recommendations were also made on how to improve the services quality and productivity of the firm which are as follows:

That Mr. Biggs should be customers focused and oriented in its service delivery.

That the firm should carry out a better promotional programme that will draw more customers.

It is believed that these measures will enable the firm to be more customers oriented and market focus.

TABLE OF CONTENT

TITLE PAGE - - - - - - - I

APPROVAL PAGE - - - - - - II

DEDICATION - - - - - - - III

ACKNOWLEDGEMENT - - - - - IV

ABSTRACT - - - - - - - V

TABLE OF CONTENT- - - - - - VI

CHAPTER ONE

1.0 Introduction

1.1 Background of the study

1.2 Statement of the problem

1.3 Objective of the study

1.4 Significance of the study

1.5 Research hypothesis

1.6 The scope of the study

1.7 Definition of terms.

CHAPTER TWO

2.0 Literature review

2.1. Marketing defined

2.2. Marketing concept

2.3. Nature of service marketing

2.4. Service marketing characteristics

2.5. Categories of services mix

2.6. Managing the service of marketing system

2.7. Managing service quality

2.8. Managing service demand and mix service customers

2.9. Managing productivity

2.10. Company profile.

CHAPTER THREE

3.1 Research design

3.2 Population of study

3.3 Research instrument used

3.4 Sources of data

3.5 Determination of sample size

3.6 Methods of data treatment and analysis

3.7 Limitations of the study

CHAPTER FOUR

4.0 Presentation of data, analysis and interpretation of data

4.1 Testing of hypothesis

CHAPTER FIVE

5.0 Summary of findings, recommendation and conclusion

5.1 Summary of findings

5.2 Recommendation

5.3 Conclusion

CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY:

Taylor (1988:3) had it that, much of the industries worldwide still wants to believe in the credo of a famous American writer of the last century called R.W Emerson who said, “If a man makes a better mouse trip than his neiphbour, though he build his house in the woods, the world will make a beaten path to his door” he really felt that if the product was good enough, you wouldn’t have to sell it, the public would come to you.

All fine products but all, eventually, lacking the essentials ingredients of top quality service you must tell the world that your product is good enough to satisfy their needs.

Again, Taylor (1988:3) still had it that, the road to bankruptcy court is paved with the good intentions of operational managers un-supported by enough experts marketing personnel.