EFFECT OF TELECOMMUNICATION SERVICES ON CUSTOMER SATISFACTION IN ABUJA METROPOLIS

Authors

  • Joshua Odey OWULO

Keywords:

Telecommunication, Service Quality, Customer Loyalty, Promotion, Empathy

Abstract

This study was designed to examine the effect of mobile telecommunication service quality on customer satisfaction with particular reference to AMAC, instrument elements of service quality, customer loyalty, promotion, service experience and empathy of telecoms service providers in the Abuja Metropolis because in spite of the appreciable growth and expansion recorded in the telecom industry, there are still customer complaints about the telecoms service quality. Primary data was used for the study, obtained through the administration of structured questionnaires. The population of the study was customers of telecom services in Abuja Metropolis. Multiple regression method were used to analyse the data. The result of the analysis revealed that telecoms service reliability, responsiveness and reliability affects customer satisfaction significantly, while there is no significant effect of service quality and customer loyalty telecommunication services and customer satisfaction in Abuja, Nigeria. The study therefore recommended that as far as Abuja metropolis is concerned, the telecom service providers can maintain their strategies on service quality and customer loyalty since the effect is insignificant, but they should ensure continuous availability of promotion, service experience and empathy in rendering their service, and also make efforts to continually improve on them since the effect for those elements were found by the study to be significant and positive. 

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Published

2021-12-14