SERVICE QUALITY AND CUSTOMER SATISFACTION IN NIGERIA TELECOMMUNICATION INDUSTRY

Date

2018-08-07

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DEPARTMENT OF BUSINESS ADMINISTRATION FACULTY OF ADMINISTRATION NASARAWA STATE UNIVERSITY, KEFFI

Abstract

There have been several researches on effect of service quality on customer’s satisfaction and its various outcomes. However, this study seeks to look into the effects of service quality on customers’ satisfaction in MTN telecommunication network using network quality, billing rate and customer care support to measure service quality. Data were collected through questionnaire using 5-point Likert scale and the data collected were analysed using simple percentage tables and multiple regression analysis. The findings revealed that billing rate, network quality and customer care support all have significant positive relationship with customers’ satisfaction. Based on these findings, it is recommended that: Firstly, MTN mobile telecommunication network provider should provide excellent service to their customers to compensate the billing charges due to the significant relationship between the billing rate of mobile telecommunication companies and customer satisfaction. Secondly, MTN mobile telecommunication network provider should ensure always availability of desired services for the consumption of their customers. And also extend their desired services to all the cities and rural areas including road network, by so doing the unstable customers especially those in the business class that often travels from one place to the other will be satisfied. Thirdly, MTN mobile telecommunication network provider should improve their customer services by giving prompt and consistent customer services that attend to needs of the customers.

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Citation

BEING A RESEARCH DISSERTATION SUMMITTED TO SCHOOL OF POST-GRADUATE STUDIES, NASARAWA STATE UNIVERSITY KEFFI IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF MASTERS IN BUSINESS ADMINISTRATION (MBA).