INFLUENCE OF SHARED VALUES OF UNITED PARCEL SERVICE ON CUSTOMERS’ SERVICE DELIVERY IN EDO STATE
TABLE OF CONTENTS
Title Page i
Declaration ii
Approval Page iii
Dedication iv
Abstract vi
Table of Contents vii
CHAPTER ONE: INTRODUCTION
1.1 Inroduction 1
1.2 Background of the study 3
1.3 Statement of the General Problem 4
1.4 Objective of the study 5
1.5 Significance of the study 5
1.6 Statement of hypothesis 6
1.7 Scope of the study 6
1.8 Limitation of the study 7
1.9 Definition of terms 7
CHAPTER TWO: LITERATURE REVIEW
2.0 Introduction 9
2.1 Review of related literature 9
2.2 Theoretical framework
2.3 Summary of review 33
CHAPTER THREE: RESEARCH METHODOLOGY
3.1 Introduction 35
3.2 Research design 35
3.3 Area of study 35
3.4 Population of the study 36
3.5 Sample size 36
3.6 Instrument for data collection 36
3.7 Reliability of the instrument 37
3.8 Validity of the Instrument 38
3.9 Method of data Collection 38
3.10 Method of Data Analysis 39
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS
4.1 Introduction 41
4.2 Characteristics of the respondents 41
4.3 Presentation of Data Analysis 43
4.4 Discussion of Findings 48
4.5 Summary of findings 49
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Summary 51
5.2 Conclusion 52
5.3 Recommendation 53
Biography 54
Appendix 56
Abstract:
This study examines the influence of shared values of United Parcel Service (UPS) on customers’ service delivery in Edo State, Nigeria. The shared values of an organization play a critical role in shaping its culture, guiding employee behavior, and ultimately impacting customer experiences. Understanding the extent to which shared values influence service delivery is essential for organizations to enhance customer satisfaction and loyalty.
The research employs a quantitative research design, utilizing a structured questionnaire to collect data from a sample of UPS customers in Edo State. The questionnaire assesses customers’ perceptions of UPS’s shared values, including factors such as reliability, integrity, professionalism, and customer focus. The impact of these shared values on customers’ service delivery experiences, including aspects such as timeliness, accuracy, responsiveness, and overall satisfaction, is also evaluated.
Data analysis techniques, including descriptive statistics and regression analysis, are employed to analyze the collected data and determine the relationship between shared values and customers’ service delivery. The findings of this study will provide insights into the importance of shared values in shaping the customer experience and inform UPS and other organizations in the logistics industry about the significance of cultivating a strong organizational culture.
The results of this study are expected to contribute to the body of knowledge on the role of shared values in service delivery and customer satisfaction. Furthermore, the findings will serve as a valuable reference for UPS management in Edo State, helping them identify areas for improvement in their organizational culture and service delivery processes.
In conclusion, this research aims to shed light on the influence of shared values of United Parcel Service on customers’ service delivery in Edo State. By examining the relationship between these shared values and customer experiences, the study provides valuable insights that can guide UPS and other organizations in their efforts to enhance service quality, customer satisfaction, and organizational performance.
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