Thesis Abstract

Abstract
This research project focuses on exploring the critical role of customer service in the service delivery of multinational companies in Nigeria, with a specific case study of Unilever Nigeria Plc in Aba. Customer service has become a vital component of business operations, especially for multinational companies operating in diverse markets. The study aims to investigate how customer service practices impact the overall service delivery of Unilever Nigeria Plc in the Nigerian market. The research methodology employs a qualitative approach, utilizing interviews, surveys, and observational analysis to gather data on customer service practices within Unilever Nigeria Plc. The study aims to identify the key customer service strategies and practices employed by Unilever Nigeria Plc to enhance service delivery and customer satisfaction. By examining the specific case of Unilever Nigeria Plc in Aba, the research seeks to provide insights into the challenges and opportunities faced by multinational companies in delivering quality services in Nigeria. The findings of this research are expected to contribute to the existing body of knowledge on customer service in the context of multinational companies in Nigeria. By examining the strategies and practices of Unilever Nigeria Plc, the study aims to provide recommendations for improving customer service and service delivery for multinational companies operating in Nigeria. The research also seeks to highlight the importance of customer service as a strategic tool for enhancing competitiveness and building customer loyalty in the Nigerian market. Overall, this research project underscores the significance of customer service in the service delivery of multinational companies in Nigeria. By focusing on the case study of Unilever Nigeria Plc in Aba, the study aims to provide valuable insights into the best practices and challenges faced by multinational companies in meeting the diverse needs and expectations of Nigerian customers. The findings of this research are intended to inform business strategies and decision-making processes aimed at improving customer service and overall service delivery in the Nigerian market.

Thesis Overview

The business organization operates in an environment and through is the essence of business. The business organization is expected to continually to satisfy it customer hence this work gets to investigate the role of customer service in the operation of multinational fir with particular reference to Unilever Plc Aba. The method applied in this study is a combination of content analysis and survey research, the data were sourced through both primary and secondary sources and the instrument used availed the researcher the opportunity to have a first hand information. The unit of analysis Unilever of Nigeria Plc Aba branch social artifacts, and the data collected from the units are presented in tables and analyzed using chi-square (x2) method. Among the major finding of this research work, including that the dissatisfaction experience by customers is due to the inefficiency of the multinational company staff, there is a relationship between improved service delivery and multinational company efficiency and multinational company profitability. But owing to the limitations encountered, further studies should be carried out to service between two multinational company operating within the country.