In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction especially service producing companies and adopted it as a high priority operational goal.
In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones.
However, in this present decade, companies have gained better understanding of the importance of customer satisfaction especially service producing companies and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics.
I also wish to thank my supervisor, Tom Michel, for his suggestions and advice and all the people Marianne, Jacqueline, Margarita, Frank, etc who made my stay in Sweden a wonderful experience.
Finally, to my wife, Temitope, thank you for being a friend and all your supports. Literature review 17 1.
Customer satisfaction 17 2. Research method 42 1. Research framework 42 2. Selection of interviewers 43 3. Selection of respondents 44 4. Research instrument 45 3. Data analysis and discussion 49 1. Frequency statistics 49 2.
Analysis of customer satisfaction 50 2. Customer satisfaction among the demographic variables 51 3. Factors influencing customer satisfaction 54 1.
Relationship between network quality and satisfaction 54 2. Relationship between billing and customer satisfaction 55 3. Relationship between validity period and satisfaction 55 4.
Relationship between customer support and satisfaction 56 5. Relationship between network quality, billing, validity period, 57 customer support and customer satisfaction 4. Relationship between age and customer satisfaction 58 2. Relationship between gender and customer satisfaction 59 3.
Relationship between location and customer satisfaction 60 4. Relationship between employment and customer satisfaction 60 5. Relationship between age, gender and satisfaction 61 6.Gerpott et al.
() remarked, “in telecommunication services, it is frequently pointed out that once customers have been acquired and connected to the telecommunication network of a particular operator, their long-term relations with the focal.
Customer satisfaction has emerged as a strong predictor of loyalty in numerous mobile telecommunication literature (Gerpott et al., ; Kim et al., ;Lee et al., ). Hence, the first. Studies of customer retention, loyalty, and satisfaction have typically analysed markets for over-the-counter goods sold in single discrete transactions (e.g., motor cars).
In comparison, the mobile communications market has two special features. To wit, popular claims of consultants (for others, see Harter et al., , pp. –; Heidemann & Zynga, , pp. 19–21) that, even in the case of standard telecommunications services for the mass market, customer care is a very important variable for network operators in improving customer acquisition and CR were not substantiated.
International Journal of Multidisciplinary and Current Research ISSN: ).
Gerpott et al. () wrote that since s, the Gerpott et al. () investigated customer satisfaction, loyalty and retention in the German mobile telecommunications.
Dabholkar et al. () and Zeithaml et al. () reported that the service quality divisions are related to overall service quality and or customer satisfaction. Fornell et al., () expressed that satisfaction is a consequence of service quality.