30Apr 2016

Impact of Perceived Service Quality by Mobile Telecommunication Industry on Customer Satisfaction in Nigeria.

  • Federal University Kashere, Gombe State, Nigeria.
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Since the advent of Mobile Telecommunication services in Nigeria there has been complains from all angles on the quality of services being provided by telecommunication industry. The study assessed the impact of perceived service quality by Mobile Telecommunication industry on customer satisfaction in Nigeria. The study examine all the major mobile Telecommunication companies in Nigeria: MTN Nigeria; Globacom limited; Airtel Nigeria limited and EMTS limited known as Etisalat. Questioner was used as instrument for data collection. The analysis was done using simple percentages and Minnesota Customer Satisfaction Model (MnCSI) to assess the impact of service quality on customer satisfaction in telecommunication industry. The result from the analysis revealed that the service quality delivery by mobile telecommunication industry in Nigerian is low and not equal to or better than desired or expectation, as the subscribers are not satisfied with the availability of the desired service as well as the customer service of network service providers. Based on the findings of this study it was recommended that the mobile telecommunication companies should provide excellent and desired service for consumption by improving on the quality of service rendered to their customers to ensure customer satisfaction.


[Ahmed Abubakar. (2016); Impact of Perceived Service Quality by Mobile Telecommunication Industry on Customer Satisfaction in Nigeria. Int. J. of Adv. Res. 4 (4). 845-852] (ISSN 2320-5407). www.journalijar.com


Ahmed Abubakar,


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Article DOI: 10.21474/IJAR01/338       DOI URL: http://dx.doi.org/10.21474/IJAR01/338


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