EFFECT OF CUSTOMER SERVICE ON CORPORATE COMPETITIVE ADVANTAGE IN THE NIGERIAN TELECOMS SERVICE INDUSTRY

Patrick Kunle Adeosun Ladipo, Ismail Tubosun Arebi, Olushola Solomon Akeke and Babatunde Bisiriyu
Additional contact information
Patrick Kunle Adeosun Ladipo: University of Lagos Nigeria
Ismail Tubosun Arebi: University of Lagos Nigeria
Olushola Solomon Akeke: University of Lagos Nigeria
Babatunde Bisiriyu: University of Lagos Nigeria

Management and Marketing Journal, 2021, vol. XIX, issue 2, 212-229

Abstract: This study is carried out to examine the effect of customer service on the corporate competitive advantage from the perspective of selected firms in the Nigerian telecom service industry. It was a quantitative study under which suitable research methods were utilized. A sample of 420 was drawn from the 22.6 million population of telecom service subscribers in Lagos state, Nigeria. A Cronbach Alpha statistical coefficient was used to ensure the consistency and accuracy of the questionnaire instrument. The finding reveals that customer service components such as quality call network, fast data connection, customer correspondence, customer support and warranty are significantly related to achieving a competitive advantage in the Nigerian Telecom service industry. However, the fast data connection is identified as customers' reasons for choosing one telecom service provider over another. Therefore, the study recommends that customer service should be improved upon for the firms in this industry to achieve significant growth and sustainability.

Keywords: customer service; quality call network; fast data connection; customer correspondence; customer support; warranty; corporate competitive advantage (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://mnmk.ro/documents/2021_2/5-10-2-21.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aio:manmar:v:xix:y:2021:i:2:p:212-229

Access Statistics for this article

Management and Marketing Journal is currently edited by Tudor Nistorescu

More articles in Management and Marketing Journal from University of Craiova, Faculty of Economics and Business Administration Contact information at EDIRC.
Bibliographic data for series maintained by Catalin Barbu ().