CHAPTER ONE
1.1 BACKGROUND TO THE STUDY
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
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