THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON SMALL INFORMAL RETAIL STORES IN CALABAR SOUTH. THE FINDING OF THE RESEARCH CAN BE GENERALIZED TO OTHER SIMILAR BUSINESS.

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TABLE OF CONTENTS

DEDICATION

DECLARATION

APPROVAL PAGE

ACKNOWLEDGEMENT

ABSTRACT

TABLE OF CONTENT

LIST OF TABLES

CHAPTER ONE: INTRODUCTION

1.1     Descriptive background to the study

1.2     Statement of the problem

1.3     Objective of the study

1.4     Research hypothesis

1.5     Scope and limitation of the study

1.6     Significance of the study

1.7     Operational definition terms

CHAPTER TWO: LITERATURE REVIEW

  •           Concept of customer relationship
    •           Customer relationship management dimension
    •           Conceptual frame work
    •           Customer orientation and frame work

2.4.1 Brand orientation and customer relationship preference

  •           Knowledge management  and informal business preference
    •           Empirical studies
    •           Small business in Niger

CHAPTER THREE: RESEARCH METHODOLOGY

3.1      Research design

3.2      Study area

3.3      Population of the study

3.4     Sampling design and procedures

3.5     Sampling procedure and size

3.6     Source of data and data collection method

3.6.1  Primary data

3.6.2    Secondary data

CHAPTER FOUR: RESULTS AND DISCUSSION

4.1     Data presentation and analysis

4.2   Hypothesis by hypothesis

4.3   Discussion of findings

CHAPTER FIVE: SUMMARY CONCLUSION AND FINDINGS

5.2     Summary of conclusion

5.3     Recommendation

REFERENCES

          APPENDICES                                                      

THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON SMALL INFORMAL RETAIL STORES IN CALABAR SOUTH. THE FINDING OF THE RESEARCH CAN BE GENERALIZED TO OTHER SIMILAR BUSINESS.