IMPACT OF AFTER SALES SERVICE ON CUSTOMER RETENTION OF LAFARGE CEMENT.

ABSTRACT There is a general concern for safety in most African cities,including Nigeria.This concern has continuously given rise to the emergence of an enclosed neighbourhood in the prevention and the control of erime,violence and incivility.This study examined users'perception of gated estates in Largelu Local Government Area,Ibadan South East Local Governmment Area ibadan.The study adopted survey research design.Simple random sumpling techniques was used in selecting the respondents of the study.The data for the study were collected using questionnaire.The data collected were analysed using descriptive statistics of frequency, percentage,mean and correlation. The result from the analysis revealed that housing pattern is one of the characteristics that differentiate properties in gated estate from non-gated properties in Largelu Local Govemment Area.Also,the facilities infrastructure like electricity,good drainage system,water system and management system were other characteristics that differentiate gated estate from non-gated estates.The publie perceived that gated estates are not affordable,not available.Also perceived that gated estate have bad security condition.However,majority of the public have indifferent perception about the affordability,availability,choice of construction design,security, location,social status and return on investment of gated estate.Furthermore,the study revealed that security,privacy,luxurious lifestyle,location,prestige and segregation,facilities and amenities,availability of infrastructure and social homogeneity are the factors influencing users'perception of gated estates in the study area.Furthermore,It was revealed that,After sales services has significant impact on customer retention.After sales services has significant impact on service quality.There are components of after sales services on organizational performance.There are challenges encountered in the implementation of after sales services in Lafarge Cement.Based on this findings,the study recommends among others that since housing pattern are some of the basic futures that differentiate gated estate from non-gated estate,gated estate should have a unified housing patterm as this will assist in distinguishing gated estate from non-gated. v