ABSTRACT
This research work centred on “An Appraisal of the Implementation of
customer care services in Government owned Broadcasting station”. The
neglect of the implementation of customer care service is one of the greatest
mistakes which an organization could make - be it a production, manufacturing
or service – oriented organization on her day-to-day business activities. This is
because recent studies have revealed that organizations which have shown
minimum concern for implementation of customer care services had only
succeeded in antagonizing customers and equally destroying their
organization’s competitive position. For organizations. In the broadcast industry
such as the Nigerian Television Authority (NTA) and the Federal Radio
corporation of Nigeria (FRCN), the only thing that can make them gain
competitive edge over their contemporaries is to have maker concern to the
concept and implementation of customer care service.
In carrying out this study, the researcher used both primary and secondary data
maximally.
Questionnaire were administered to selected respondents to elicit
information on the subject matter. Data collected on the course of the study
were presented and analyzed with the use of tables, simple percentage and piecharts.
The hypothesis formulated for the study were tested by the use of chisquare
(X2) statistical tool. Several findings were made in the study. prominent
among them was that the implementation of customer care service in the
programmes and programming of government owned media under study
contributed to their sustainability and expansion.
The researcher made some recommendations. Prominent among should be
established. This services according to the findings which is currently
incorporated within the marketing department of these organizations under
study. (i. e NTA and FRCN) should be completely detached and allowed to
operate independently. Obviously, this will record more successes in the
organization.
