TELECOMMUNICATION SERVICE DELIVERY AND CUSTOMER SATISFACTION: A STUDY OF TELECOM SUBSCRIBERS IN OGUN STATE, NIGERIA

Abstract

The objective of the study was to determine the extent to which telecommunication service providers in Nigeria have satisfied the needs of their numerous customers in Ogun State, Nigeria. Descriptive survey research design was adopted as the study guide. Convenience sampling technique was used in which four hundred and twenty three (423) copies of questionnaire were administered to selected telecom service subscribers from three geo-political districts of Ogun State, Nigeria in which four hundred and two (402) copies of the research instrument were filled and returned. Pearson Product Moment correlation was used to analyse the data gathered from the respondents. The study revealed that service quality and customer service have no significant relationship with customer satisfaction, while there is a significant relationship between price and customer satisfaction. The study concluded that satisfied customers will keep patronizing the business entities and tell others about their good experiences, while dissatisfied customers will withhold their patronage and tell others about their unpleasant experiences. It was recommended that telecom service providers must be fully committed to quality service so as to ensure optimal quality service delivery

Keywords: Customer Satisfaction, Customer Service, Price, and Service Quality


Article Review Status: Published

Pages: 49-58 (Download PDF)

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