APPLICATION OF PURCHASING CONCEPT AND ITS IMPLICATIONS ON ORGANIZATIONAL OBJECTIVE SERVICE INDUSTRY (A CASE STUDY OF IMO TRANSPORT COMPANY (ITC))
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Abstract
To carry out he research work some of the find out the problem faced by the from in purchasing their service.
– t ascertain the possibility of applying the purchasing concept and its implications on organizational objective service purchasing.
– To recommend efficient and effective ways of purchasing Imo Transport Company (ITC).
– Four hypothesis were formulated data were sourced using questionnaire. Extensive literature review on past work text books, on the area of study were carried out. Top man‘s formula was used to determine the sample size of the customer while a census of the staff was carried out.
The data collected were presented on statistical table analysed and interpreted while chi- square. Based on the analysis the following finding is lack of proper integration that there is lack of proper integration of the purchasing concept and its implications on organizational objective of the firm.
That most customers chose their cleaning firm because of their service efficiency and I prompt delivery rather than n location.
The firm’s in ability to meet customer’s service needs / requirements through adequate provision of enough collection centre and patrol vans is contributory to customers use of direct visit to firm approach. It therefore deports tack of well panned and good distribution service
Conclusively, this has shown enough that there exist adequate demand for Imo Transport Company (ITC) which is capable of sustaining transport firms and enhancing their growth, his latent demand can only be stimulated into effective demand by the use of appropriate purchasing and management strategies.
Table Of Content
Dedication
Acknowledgement
Abstract
Table of content
CHAPTER ONE
1.0 Introduction
1.1 Statement of problems
1.2 Objective of the study
1.3 Formulation Of hypothesis
1.4 Significance of the study
1.5 Scope of he study
CHAPTER TWO
2.0 Literature Review
2.1 an overview of purchasing
2.2 an overviews of service
2.3 what is purchasing concept
2.3 nature of service
2.4 characterizes of service
2.5 service purchasing premise and strategy
2.6 purchasing mix for service
2.7 The role of purchasing concept and its implications on organizational objective law dry –Industry.
CHAPTER THREE
3.0 Research methodology
3.1 population of the study
3.3 sampling techniques
3.4 sample instrument used
3.6 methods of data treatment and analysis
CHAPTER FOUR
4.0 presentation analysis and interpretation of dates
4.1 presentation and analysis of data
4.2 text of hypothesis
CHAPTER FIVE
5.0 summary of the finding –
recommendations and conclusions
5.1 summary of the findings
5.2 recommendations
5.3 conclusions
5.4 bibliographies
5.5 appendixes
Chapter One
The purchasing concept is an important management philosophy used in the operation of business today. But before this other business philosophiser such as the production and selling concepts. However with the change of circumstances and prefiguring competition in the business world the purchasing concept emerged and came into focus.
As competition between business geared up, it become imperative to turn attention to customers needs and wants. The purchasing concept arose to change all other previous concepts. The purchasing concept holds than that the key to achieving hunting the needs and wants of target markets and delivering the desired satisfaction more effectively and efficiently than, competitors.
The; purchasing concept is a management philosophy orientation or frame of mind which the marketer work with it is based on a purchasing focus, customer orientation co-ordinated marketer works with it is based on ;a market works with orientation co-ordinated purchasing and profitability (kotter 1997: 19-23)
Purchasing have argent that the purchasing concept is the appropriate philosophy for conducting business simply stated he purchasing concepts suggest that an organization should satisfy consumer needs and wants in order to make project to implement the purchasing concept organizations must understand their consumers and stay close to them to provide service that consumers will purchase and use appropriately (peter and solemn 1996:6)
From what is being seen an real today’s in the society not all business organisation adopt the purchasing concept for example, midst of scarcity the customer is not the king. Rather it is the seller that is the king most companies do not relay group or embrace the purchasing concept unit they are driven to it by circumstance like sales growth, changing of buying increase in market expenditure there is now force competition in the foundry and dry cleaning service industry in Nigeria.
Fewed with competition it becomes imperative to engage in sustained and appropriate purchasing strategy. So laund and dry cleaning service in Nigeria today appreciate the need for purchasing their service because they know they cannot survive without using purchasing strategies, untaken before when most laundry same did not consider purchasing as being necessary department which plan their purchasing strategies, customer satisfaction has become he focus of transport company in owerri operations.
Customers are complain that they are not satisfied with the service of there Landry and dry transport firms they do not show that they are practising the purchasing concept on attaching importance to customer satisfaction with straight comic Landry purchasing concept for improved performance.
1.2 STATEMENT OF THE PROBLEMS
for many years, the purchasing concept has not been firms in Nigeria especially in the Transport service. Service firms that accentual the purchasing concept required that organisation to change it’s purchasing concept as a purchasing text rather than something in which the entire organisation has been involved.
There is poor implementation of the purchasing concept and its implications on organizational objective Nigeria . most consumers of dry cleaning service are not actually satisfied. There has been a lot of complaints ranger from those o in efficiency favouritism , unfriendly attitude of workers considering now ITC in Owerri metro is could we say that these criticism and complements are justified? Ha Imo Transport company failed to implement the purchasing concepts? Are customers dissatisfied from there Imo Transport company these question and other are focus of this study.
1.3 OBJECTIVE OF THE STUDY
the major objectives of the study is to ascertain if adopt the purchasing concept or purchasing management philosophy as a corporate policy and whether this concept is being implemented according by transport personnel
more specifically, the objective f the study includes
1. to find out if customers of itc service are satisfied with quality of service they receives.
2. to ascertain if he service behaviour of ITC is in consonance with the requirements of the purchasing concepts
3. to find if Imo Transport company gives adequate tanning and instruction to heir staff on the importance and mechanism for implementing the purchasing concept.
4. to find out customers get their washed clothing on time.
5. to ascertain if the environments of the Imo Transport company are comfortable and conclusive for customers service and transactions
6. to determine if customer’s complaints and problem are adequately and effectively addressed.
1.4 HYPOTHESIS FORMULATION
the following hypothesis were formulatal to give focus this study
Ho Imo Transport company not consider the needs of their customers in their purchasing act unties
HI ITC company not consider the needs of their customers in their purchasing activities
Ho customers are not satisfied with the purchasing activities of snow – white Imo Transport companys.
Hi customers are satisfied with the purchasing activities of snow – white Imo Transport companys.
Ho customer in Imo Transport company listen to the complain of their customer
Hi ITC in owerri listen to the complain of their customer
Ho ITC in owerri practice of purchasing concept impacts negatively on the customers patronage
Hi ITC in owerri practice of purchasing concept impacts positive
on the customers patronage
1.5 SIGNIFICANCE OF THE STUDY
the most critical factor in satisfaction transport company in owerri performance is going satisfied to its customers.
This is especially the in recent times where many transport are now operating in the country and competing for customer’s patronage, and here in Owerri state we how many of such transport.
The battle to win customers patronage, survive and grow is predicated in the ability to give the expected or required satisfaction to customers this is why thus study is very crucial and dry cleaning services would know where it actually stand in its ability to give quality and satisfactory service to its customers and then tactical policies to adopt.
A above all, this study will also be of beneficial both the researcher and he reach, as the study will promote an in depth knowledge and understanding in the area which could stir up further study.
1.6 SCOPE OF THE STUDY
this study is restricted is restricted to Owerri metropolis and surveyed the customers an personnel of the raw transport company.
The study is focused to determine weather the transport company in owerri has adopt and are implementing the purchasing concept and extent to which the transport company in owerri is giving satisfactory service to customers.
Chapter Five
Having analysed the data collected using single statistical table and percentage, the researcher made very useful findings.
during the course of this study it was discovered that ITC service is customer oriented to some extent. This was demonstrated by the quality of service offered to its numerous customers these include quick delivery convince and availability of service.
It was also discovered that ITC service carries and promotional activities to enhance the performance of its service.
These promotional activities include advertising and public relation. Beside such promotional has not been fully exploited buy the company.
Again, it was discovered that the company lack trained purchasing personnel to efficiently and effecting manage its purchasing effort.
It was also found out that the service channel mostly utilized by customers in direct visit to the firm instead of through collection centres.
Conclusively, the study revealed that most transport firms are intensely interested in adopting purchasing strategies, concepts and functions. Too this end, it may not be long before we with nezo the proper enthronement of purchasing in its price of place transport firms to enable their growth and transport firms to enable their growth and subsequent. Success.
in view of he above listed problem the researcher made the following recommendations.
That the management of ITC should improve on heir service delivery by introducing service time.
He management of ITC should exploit more other promotional means such as sales promotion, this will greatly help to increase the patronage of its cost others.
The management of ITC my service should open-up purchasing department more effective units ad employ qualified competent graduates to manage its purchasing activities. This enhance its performance.
Again the management if transport company put in place and efficient purchasing information system this installing unlimited information flow between the management and its top management.
Diversification of service offering in order to increase their patronage customers stay and loyalty by introduction or going into the are of photo copying, duplicating repairs etc in addition to their area of specialty be treated with great care as much with emphases on consumer satisfaction.
there studies focus on the application of purchasing concept and its implications on organizational objective ITC company. An in depth evaluation on the operation on the operation of smooth service was carried out this was done in other to measure the level of customer’s satisfied of the service of the company since the major pillars of purchasing are customer satisfaction. pitfalls were noticed in the firms operations. However appropriate recombination were made.
The snow-white purchasing concept by integrating purchasing programs towards achieving its corporate objective.
