The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

Olu Ojo ()

BRAND. Broad Research in Accounting, Negotiation, and Distribution, 2010, vol. 1, issue 1, 88-100

Abstract: This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.

Keywords: Customer; Service; Customer Satisfaction; Service Quality; Customer Loyalty. (search for similar items in EconPapers)
Date: 2010
References: View complete reference list from CitEc
Citations: View citations in EconPapers (12)

Downloads: (external link)
http://www.edusoft.ro/brand/RePEc/bra/journl/brand_1_ojo.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:bra:journl:v:1:y:2010:i:1:p:88-100

Access Statistics for this article

BRAND. Broad Research in Accounting, Negotiation, and Distribution is currently edited by Bogdan Patrut

More articles in BRAND. Broad Research in Accounting, Negotiation, and Distribution from EduSoft Publishing
Bibliographic data for series maintained by Bogdan Patrut ().