THE ROLE OF PUBLIC RELATIONS IN ENHANCING CUSTOMERS' SATISFACTION

This study is aimed at pointing out the function of pubic relations officer in customer's satisfaction in Nigeria Airways Enugu.
    Research method: The data for this study were collected through questionnaire.
    Thereafter the data collected were analyzed using chi - square method (X2) =  (0-e)/E
 
    Which served to out qualitative characterizes
 In the data into numerical form and relationships.
    The research finding the essentials of public relations officer in an establishment.
    The effect of public relations in promoting the image of an organization.  

Title page                                    II
Approval page                                 III
Dedication                                    IV
Acknowledgement                            V
Abstract                                    VI
Table of content                                 VII

CHAPTER ONE
INTRODUCTION                             1
1.1    Background of the study                     9
1.2    The objectives of Nigerian Airway                10    
1.3    Statement of research problem                 12
1.4    Objective of the study                         14
1.5    Significance of the study                     15
1.6    Research questions                        17
1.7    Research Hypothesis / Null Hypothesis            17
1.8    Conceptual of Operational Definition             18
1.9    Definition of terms Operational                20
1.10    Assumptions                             21
1.11    Limitation of the study                      22

CHAPTER TWO:
REVIEW OF RELATED LITERATURE
2.1    The origin and concept public relations             23
2.2    The place of public relation in an Organization        27
2.3    Publics                                 31
2.4    Corporate Image                         32    
2.5    Social Responsibility                         34
2.6    The pubic relations practitioner                38
2.7    Summary of Literature review                 40

CHAPTER THREE
RESEARCH METHODOLOGY                     43
3.1    RESEARCH Method                         43
3.2    Research design                             43
3.3    Expression Instrument                         
3.4    Measuring Instrument                         45
3.5    Method off data analysis                     46

CHAPTER FOUR
4.1    Data analysis and interpretation                47
4.2    Table 1:  Measurement on image problem
 of Nigerian Enugu                         49
4.3    Table 2: Measurement on the role played by the public relations                                  50
4.4    Table 3 :- Measurement of the basic steps top  be taken                             52
4.5    Table 4:- Measurement of effects of political interference                         55
4.6    Discussion                                 57

CHAPTER FIVE
5.1    Summary and recommendation for further study    62
5.2    Recommendations                         65
5.3    Conclusion                                 68
Bibliography                                71