AN ASSESSMENT ON THE IMPACT OF QUALITY SERVICE ON CONSUMER (A CASE STUDY OF ARIK AIR LIMITED, ENUGU).

AN ASSESSMENT ON THE IMPACT OF QUALITY SERVICE ON CONSUMER (A CASE STUDY OF ARIK AIR LIMITED, ENUGU).

ABSTRACT

This study examines the impact of Quality Service in business organization. Some firms aspire to be market leaders without considering their customers as being vital to their success. This has led to the collapse of erstwhile good businesses. Due to this, the Impact of Quality Service on Consumer was examined with a focus on Arik Air Limited, Enugu. A sample size of 196 respondents was served with questionnaire to generate data. The data elicited were analyzed using tables and simple percentages. The findings among others are the Management Staff awareness of the concept of Quality Service. In addition, training, retraining and development of the workers enhance the success of Quality service approach in business. Furthermore, Quality Service affects consumers (customers) satisfaction, teamwork and improved communication. However, QS should be done with prudence to achieve its primary objective of consumer (customer) satisfaction without compromising organizational goals, especially in the face of changing environmental needs.