UNDERGRADUATE STUDENTS' PERCEPTION OF SERVICE DELIVERY IN THE MOBILE TELECOMMUNICATION INDUSTRY IN GHANA

Abednego Okoe-Amartey ()
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Abednego Okoe-Amartey: UNIVERSITY OF PROFESSIONAL STUDIES

No 2703997, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: An analysis of undergraduate students? perception in the mobile telecommunication industry was conducted using four Ghanaian universities. The study adopted a cross sectional and quantitative design methodological approaches and relied on primary data sources for data collection. Using quota and convenience sampling techniques, a total of 400 respondents were selected from the four universities. Results from the study revealed that a gap exists between customer expectations and perceptions in the Ghanaian mobile telecommunication sector. The results further indicated that customers of MTN were the least satisfied in terms of service delivery as compared to the other networks though they remain the market leaders. The study identified three key predictors of customer satisfaction in the industry namely; affordability, wider network coverage and bonuses. The study concludes that underperformance of mobile telecommunication firms does not necessarily correlate positively with churn of student customers. Recommendations were made to help address gaps identified.

Keywords: customer expectation; customer perception; service delivery; Ghana (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Pages: 13 pages
Date: 2015-09
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Published in Proceedings of the Proceedings of the 18th International Academic Conference, London, Sep 2015, pages 495-507

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Persistent link: https://EconPapers.repec.org/RePEc:sek:iacpro:2703997

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