THE IMPACT OF SECRETARIES IN IMPROVING THE QUALITY OF SERVICES RENDERED BY NIGERIAN TELECOMMUNICATION

ABSTRACT
This research work investigated the impact of secretaries on improving the quality of services rendered by NITEL Plc, Enugu.
A sample of 74 respondent is the same with the number of the population that were used.
Questionnaires structured in two-phases was used to elicit useful responses from the respondents, based on the analysis of the data collected.
The following major findings were made:
1. Secretaries are true image makers of NITEL Plc, Enugu.
2. Secretaries contribute a lot to the quality of services rendered by NITEL Plc, Enugu.

TABLE OF CONTENTS
Title page
Approval page
Dedication
Acknowledgement
Table of contents
Abstract

CHAPTER ONE:
Introduction
Background of the study
Statement of the problem
Purpose of study
The significance of the study
Delimitation
Research Questions
Assumption of the study
Definition of terms

CHAPTER TWO:
Review of Related Literature
Definition of Secretary
Types of Secretaries
Definition of Government Establishment
The Importance/Impact of Government Establishments
Problems secretaries encounter in Government establishments
Difference between secretaries and typists
Summary of the literature review

CHAPTER THREE:
Methodology
Research Design
Area for the study
Population of the study
Sample and sampling technique
Instrument for data collection
Validity of the research instrument
Reliability of the instruments
Method of administration and collection of data
Method of data analysis

CHAPTER FOUR:
Presentation and Analysis of data

CHAPTER FIVE:
Discussion of findings, summary, conclusion & recommendation
Findings
Conclusion and summary
APPENDIX 1
QUETIONNAIRE