Osayande, Festus and Ogunode, Philips Olatunde and Adejimi, Seun Oyebola (2022) Service Quality and Customer Satisfaction with Complaint Management in The Nigerian Telecommunication Industry. British Journal of Marketing Studies, 10 (3). pp. 1-13. ISSN 2053-4043(Print), 2053-4051(Online)
![[thumbnail of Service Quality And Customer Satisfaction.pdf]](https://tudr.org/style/images/fileicons/text.png)
Text
Service Quality And Customer Satisfaction.pdf - Published Version
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial No Derivatives.
Download (864kB) | Request a copy
Abstract
This study examined “service quality and customer satisfaction with complaint management in the Nigeria’s telecommunication industry”. Specifically, it aimed at finding out the extent to which customers are satisfied or dissatisfied with the quality of services provided by mobile telecommunication operators and to investigate the extent to which dissatisfied customers complain regarding the services of their mobile telecommunication providers. The research instrument (questionnaire) was administered on a total of five hundred (500) randomly selected customers of MTN, GLOBACOM, Airtel, 9mobile, and Multi-links. Data obtained were coded and analyzed using descriptive and inferential statistics such as the frequency tables, One-way Analysis of Variance (ANOVA) and the ‘t’ test for the difference between two population means. The sampling technique used in the study was the multi-stage cluster sampling. The findings from the research revealed that the proportion of customers who are satisfied with the services provided by mobile telecommunication firms is the same as those that are dissatisfied. It was thus recommended that telecommunication service providers should take bold steps to improve on their services in order to enhance customer satisfaction as this is key to achieving growth and profitability.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Depositing User: | Professor Mark T. Owen |
| Date Deposited: | 09 Jul 2022 14:26 |
| Last Modified: | 09 Jul 2022 14:26 |
| URI: | https://tudr.org/id/eprint/668 |
Actions (login required)
- View Item
CORE (COnnecting REpositories)
CORE (COnnecting REpositories)