Competitive Strategies and Customer Satisfaction in the Telecommunications Industry in Nigeria (Published)
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.
Competitive Strategies on Firm Growth. A Survey of Medium Enterprises in the Manufacturing Sector in Kigali City (Published)
This study entitled “An evaluation of the effect of competitive strategies on firm growth. A survey of medium enterprises in the manufacturing sector in Kigali city” aimed at evaluating competitive strategies within Medium companies and their effect on firm growth. The objectives of the study were to: evaluate the effect of cost leadership strategy practices on Medium companies’ growth, assess the influence of differentiated strategy on firm growth, examine the impact of innovative strategies on the firm growth and establish the relationship between customer service practices and growth of the Medium companies. The study used descriptive survey through correlation design and sampled 57 medium manufacturing companies located in Kigali City province by distributing questionnaires to either their owner or a manger. The data collected was analysed mainly through multiple regression and presented tables and charts. The relationships under investigation were regressed and the Pearson correlation coefficients calculated. The findings showed that Cost leadership affected growth at 62.3%, differentiation at 62.6% and innovation at 33.4%. However the effect of customer service on growth was very weak and not significant. It was recommended that more emphasis be put on improving these strategies by creatively combining them for better results. There is also need to strengthen customer care practices so as to reap from its strength. Suggestions for further studies were forwarded by the author.