ABSTRACT
This study comparatively evaluated customer services in government and privately
owned broadcasting organizations. It determined whether customer services exist in
NTA and AIT, customer services of NTA and AIT meet up with the expectations of
their customers, job specification customer services in NTA is similar to AIT, NTA
and AIT evaluate the performances of their customer service department, NTA has
the plans of exceeding their competitors AIT in customer service delivery, and
customer service activity is given more priority position in NTA than in AIT. The
survey research design was adopted for this study and the population of the study
comprised of the Staff and Customers of NTA and AIT in Enugu State. The sampled
size for the staff and customers of the organizations were determined to be 148 and
120 respectively.
Data was collected with the aid of questionnaire and presented
descriptively using frequency tables, percentages and charts. Chi-Square statistics
was used in testing hypotheses 1 and 3, ANOVA was used in testing hypotheses 2, 4
and 6 while the Z-test statistics was used in testing hypotheses 5 and 7. These were
done with the aid of the SPSS 17.0 statistical software. The study revealed that NTA
and AIT have customer service department; do not meet up with the expectations of
customers in their service delivery; give customer services priority position in their
organization; have different method of customer service delivery; evaluate the
performance of their customer service section; and do not compare their customer
service delivery with that of their competitors. It was recommended that broadcasting
organizations should be very proactive in their customer service activities; ensure that
programmes and activities are initiated and implemented to ensure customer
satisfaction; and place greater focus and emphasis customer services; imbibe the spirit
of competition.
