An Assessment of the Role of Social Media in Enhancing Customer Satisfaction: a Study of Nestle Milo

Student: Lynda Edoseghe Osagie (Project, 2025)
Department of Mass Communication
Auchi Polytechnic, Auchi, Edo State

Abstract

An Assessment of social media in enhancing customer satisfaction especially on facebook can be seen as an integrated approach to achieving organizational. The main source of data used in this research is both primary and secondary data. Secondary data consisted of data from already published materials such as; text books, journals, the internet, academic dissertations, workshop papers and annual reports. Primary data was collected through the means of questionnaires. This consists of data collected from the field survey. This source of data formed the basis of analysis in this study. The research established the importance of social media in customer satisfaction. It confirmed the support given to customer satisfaction through the engagement of social media on facebook. It also emphasized the benefits of social media in the customer satisfaction.

Keywords
Social Media Customer Satisfaction Facebook Corporate Communication Marketing Strategy Brand Awareness Information and Communication Technology (ICT) Consumer Engagement Digital Interaction Nestle Milo
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