Competitive Strategies and Customer Satisfaction in the Telecommunications Industry in Nigeria

Abstract

Competition is a fact of life for most businesses. Companies strive to stay ahead of others. The Global System for Mobile Communications (GSM) sector in Nigeria became active in 2001 after the commencement of operations of network service providers as a result of the deregulation of the telecommunications industry which ushered in competition. The overall objective of the study was to ascertain the effect of competitive strategies on customer satisfaction in the mobile phone sector in Nigeria. The Federal Capital Territory (FCT) Abuja was the study area. The population of the study consists of all GSM firms and their customers in Nigeria. However, the target population was 1,727,866 GSM customers in the FCT. A sample size of 400 GSM customers was determined using Taro Yamane’s formula. Regression and Pearson product correlation (r) was used to test the hypotheses facilitated by the statistical package for the Social Sciences (SPSS) software. Findings reveal a significant positive relationship between competitive strategies and customer satisfaction. Based on these findings, the researchers recommend that GSM service providers should make efforts at crafting competitive strategies that are customer friendly to avail the desired satisfaction.

Keywords: Competitive Strategies, Customer Satisfaction, Industry, telecommunications


Article Review Status: Published

Pages: 63-73 (Download PDF)

Creative Commons Licence
This work by European American Journals is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License