THE ROLE OF PUBLIC RELATIONS IN ENHANCING CUSTOMERS SATISFACTION: A CASE STUDY OF PEAK MILK

TABLE OF CONTENTS

Title page i

Approval ii

Dedication iii

Acknowledgement iv

Abstract v

Table of contents vivii

CHAPTER ONE

1.0 Introduction 1

1.1 Background of the study 13

1.2 Statement of the problem 3

1.3 Objectives of the study 4

1.4 Research questions 4

1.5 Significance of the study 45

1.6 Scope of the study 5

1.7 Limitations of the study 5

1.8 Operational definition of the key terms 67

CHAPTER TWO

2.0 Review of related literature 8

2.1 Introduction 89

2.2 Related works/empirical studies 916

2.3 Theoretical frame work 1618

2.4 Other necessary headings relevant to the topic 1820

CHAPTER THREE

3.0 Research methodology 21

3.1 Introduction 21

3.2 Research design 2122

3.3 Population of the study 22

3.4 Sample size 23

3.5 Sampling technique 23

3.6 Administration of research instrument 23

3.7 Method of data collection 24

3.8 Method of data analysis 2425

CHAPTER FOUR

4.0 Data presentation and analysis 26

4.1 Introduction 26

4.2 Data presentation 2632

4.3 Discussion of findings 3235

CHAPTER FIVE

5.0 Summary, conclusion and recommendations 36

5.1 Summary 3637

5.2 Conclusion 38

5.3 Recommendations 3839

5.4 Suggestions for further study 39

Bibliography 40

Appendices