THE IMPACT OF GLOBAL MARKETING IN SERVICE INDUSTRY-COURIER

TABLE OF CONTENTS

Declaration.. iii

Certification.. iv

Dedication.. v

Acknowledgementvi

Table of Contents. vii

Abstractix

CHAPTER ONE: INTRODUCTION.. 1

1.0 Introduction.. 1

1.1 Background of the Study. 2

1.2 Statement of the Problem.. 4

1.3 Objective of the Study. 4

1.4 Scope of the Study. 5

1.5 Limitations of the Study. 6

1.6 Significance of the Study. 6

1.7 Formulation of Hypothesis. 7

CHAPTER TWO: LITERATURE REVIEW... 8

2.0 Introduction.. 8

2.1 Concept of Globalisation.. 8

2.2 Information Technology in the Courier and for Network Globalisation.. 13

2.3 Service / Delivery Strategy. 15

2.4 The Implications / Effects. 17

2.5 The Nature and Characteristics of Services. 18

2.6 Growth and Importance of Services. 19

2.7 Characteristics of Services. 20

2.8 Classification of Services. 22

2.9 Development Marketing Strategies for Services. 24

2.10 Strategic Consideration.. 26

CHAPTER THREE: RESEARCH METHODOLOGY.. 29

3.0 Introduction.. 29

3.1 Research design.. 29

3.2 Research Instruments. 29

3.3 Populations and Sampling. 30

3.4 Restatement of hypothesis. 31

3.5 Data treatment technique. 32

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA COLLECTED 33

4.0 Introduction.. 33

4.1 Data Presentation and Analysis of Section a for Staff amp; Customer33

4.2 Hypothesis Testing. 46

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS.. 50

5.0 Introduction.. 50

5.1 Summary. 50

5.2 Conclusion.. 51

5.3 Recommendation.. 52

References. 54

Appendix. 55

ABSTRACT

This research work titled the impact of global marketing in service industry is carried out to determine the impact of global marketing in service industry courier. In order to acquire more knowledge about the topic, the researchers reviewed relevant literature. The researcher formulated relevant hypothesis which were tested using chisquare statistical method at 50 level of significance in order to make this research work reliable and free from bias.

The tested hypothesis with its careful analysis therefore reveal that global marketing has impact on the service industry and courier services. It also revealed the role of information technology play in the organisation and its effect in going globally.