THE IMPACT OF SECRETARIES IN IMPROVING THE QUALITY OF SERVICES RENDERED BY NIGERIAN TELECOMMUNICATIONS

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THE IMPACT OF SECRETARIES IN IMPROVING THE QUALITY OF SERVICES RENDERED BY NIGERIAN TELECOMMUNICATION

ABSTRACT

This research work investigated the impact of secretaries on improving the quality of services rendered by NITEL Plc, Enugu. A sample of 74 respondent is the same with the number of the population that were used. Questionnaires structured in two-phases was used to elicit useful responses from the respondents, based on the analysis of the data collected. The following major findings were made: Secretaries are true image makers of NITEL Plc, Enugu. Secretaries contribute a lot to the quality of services rendered by NITEL Plc, Enugu.

TABLE OF CONTENTS

Title page

Approval page

Dedication

Acknowledgement

Table of contents

Abstract

CHAPTER ONE: Introduction

Background of the study

Statement of the problem

Purpose of study

Significance of the study

Delimitation

Research Questions

Assumption of the study

Definition of terms

CHAPTER TWO: Review of Related Literature

Definition of Secretary

Types of Secretaries

Definition of Government Establishment

The Importance/Impact of Government Establishments

Problems secretaries encounter in Government establishments

Difference between secretaries and typists

Summary of the literature review

CHAPTER THREE: Methodology

Research Design

Area for the study

Population of the study

Sample and sampling technique

Instrument for data collection

Validity of the research instrument

Reliability of the instruments

Method of administration and collection of data

Method of data analysis

CHAPTER FOUR: Presentation and Analysis of data

CHAPTER FIVE: Discussion of findings, summary, conclusion & recommendation

Findings

Conclusion and summary 

APPENDIX 1

QUETIONNAIRE

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