Relationship between network quality and satisfaction 54 2. This growth principally results from the establishment of new networks in developing countries rather than from an increase in mobile access lines in developed countries Serenko and Turel, This results from the saturated markets, de-regulation of telecommunications industry removal of monopoly rights, especially enjoyed by state-owned telecoms networksincreasing number of mobile service providers, enormous technical development and intense market competition.
Ndukwepp40 reported that between andthe number of mobile lines was 35, but grew to over 11 million as of Marchwith a growth rate of more than a million lines annually since Factors influencing customer satisfaction H3.
Johnston reported that complaint management, not only results into increased customer satisfaction, but also leads to operational improvement and improved financial performance. Therefore, for any company to achieve true customer satisfaction, there should be: This study was conducted by administering questionnaires in 4 different locations questionnaires per location of Lagos State, Nigeria, the commercial centre of the country.
There is a strong relationship between location, employment and customer satisfaction H There is a strong relationship between gender and customer satisfaction H The majority of literature available few in number focuses on the study of the impact and development of the telecommunications, mobile telephony, communications, etc.
Customer satisfaction is the assessment of the performance of a product or service by customers and this construct is important for successful business performance. Customers who have complained to a company and had their complaints satisfactorily resolved tell an average of five people about the good treatment they received.
By the help of CRM the gap of the competitive increases and they gain market share and reduce operational costs with retaining their customer.
Antecedents of Customer Satisfaction Taylor and Baker and Rust and Oliver identified several factors that precede customer satisfaction and suggested that these factors strongly influence the extent of customer satisfaction.
A convenient tool to achieve this aim is to first conduct a simple pre-study and from this a more effective study can be created. Relationship between age, location and satisfaction 61 7. The summaries of the chapters of this study are as follow: Weinerand ; and Folkes proposed the attribution theory, which stated that when a customer purchases a product or service, if the consumption is below expectation, the customer is convinced that the supplier causes the dissatisfaction.
Technical quality is related to what customer gets transaction satisfaction ; functional quality is related to how the customer gets the result of the interaction relationship satisfaction.
The link between certain demographic variables age, gender, type of employment and location and customer satisfaction in the Nigerian mobile telephone industry.
The significance of this sub-section to this study is that it helps to provide better understanding that customer satisfaction to some extent affects loyalty which in turn may affect retention and profitability.
Using the results of the study to provide strategies to improve the mobile telecoms industry. Objective — this study is aimed at investigating the customer satisfaction of the mobile telecoms industry in Nigeria, the factors that influence it and the relationship between demographic variables and satisfaction.
There is a strong relationship between age, location and customer satisfaction H So, satisfaction is a discrepancy between the observed and the desired.
Relationship between network quality and satisfaction 54 6. Relationship between gender, employment and satisfaction 63 Pizam and Ellis reported that there are two additional distinct theories of customer satisfaction apart from the seven aforementioned ones and these include: The consequences are customer loyalty, customer retention and profitability.Gerpott et al.
() wrote that since s, the telecommunications sector has become an important key in the development of the economy of developed countries.
This results from the saturated markets, deregulation of telecommunications industry (removal of m- onopoly rights.
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.
(Gerpott et al., ) wrote that since s, the telecommunications sector has become an important key in the development of the economy of developed countries. This results from the saturated markets, de-regulation of telecommunications industry (removal of monopoly rights, especially enjoyed by state-owned telecoms networks), and increasing number of mobile service providers, enormous technical.
determine the impact of customer satisfaction on the market share of telecommunication (MTN) organization. Literature review A customer is a person or organizational unit that plays a role in the consummation of a transaction with the marketer or an entity', (Sheth et al., ).
From this definition, customers of mobile phone companies in. 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.
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.Download