Service Quality and Customer Satisfaction in Cellular Telephony in Nigeria
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 8
Abstract
The study examined how service quality or lack of it affects customer satisfaction in the area of Global System of Mobile (GSM) network providers. Cross sectional research survey design was adopted in the study. The population of the study consisted all GSM network users in Edo State. The sample size was 720 purposively sampled from 18 Local Government Areas in Edo State. The main research instrument was questionnaire. Data was analyzed with the aid of descriptive and inferential statistics and precisely, pearson correlation coefficient was applied in testing the hypothesis formulated for the study. The study revealed a strong positive relationship between service quality of GSM services and customer satisfaction. The paper concluded that quality of service has direct or inverse on customers satisfaction because a high occurrence of variables of service quality on customer satisfaction creates a negative effect on customer satisfaction and vice verse, it then recommended that customer satisfaction survey should be carried out on regular basis in order to know how the concerns of customers can be tackled to improve level of customer satisfaction.
Authors and Affiliations
Ugbomhe O. Ugbomhe, Osagie N. G, Udu Ama Aka
Keywords
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- EP ID EP412328
- DOI 10.9790/487X-2008032131.
- Views 69
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