Service Quality and Customer Satisfaction in Nigerian Mobile Telephony (Published)
The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. It is against this backdrop that this research seeks to empirically measure how service qualiy/delivery impact on customer satisfaction of Mobile Telecommunication providers in Nigeria. The data used for this study were obtained using a structured survey questionnaire. The questions were close ended and used a 5 point Likert-scale. The sample consists of 532 mobile subscribers in Nigeria, using a simple random sampling technique spread across all the six geo-political zones in the country while a proportionate sampling approach was adopted by the researcher to give a fair representation to the service providers using the proportionality formula. The data obtained from the survey were analysed using the Statistical Package for Social Sciences (SPSS), Version 20. The survey was restricted to subscribers using the four major GSM mobile phone operators. The research determined that a relationship exist between service quality/delivery and customer satisfaction, also between SERVQUAL reliability dimension and customer satisfaction and between customer satisfaction and switching intention among mobile phone users in Nigeria. The results have indicated that the two constructs ( SQ and CS ) are undeniably independent but are closely related and without a doubt, potential partners, implying that an increase in one is likely to cause a change in another. It is therefore recommended that with the ever-increasing influence of the Nigeria Communications Commission (NCC),and the continous complying with is one major strategy that the companies must adopt to remain cost-effective.
The objective of the study is to examine customers’ preference for mobile phone service providers in Ekiti State. Survey research designed was adopted while a self developed structured questionnaire was used to collect data. Data was analysed using multiple regression analysis through Statistical Package for Social Sciences (SPSS) version 20. The significance levels were tested at 5%. Findings show that connectivity was considered most significant with customers’ preference for mobile phone service providers in the state. Arising from finding, the study recommended that management of service providers should give more attention on improving their connectivity, relax their tariff rate and consistently scan the business environment to discover a particular marketing tool that gives desirable result. In ranking, the result shows that connectivity came first, followed by tariff rate and next was network coverage and finally quality of service.
Theoretically, both Keynesian and neoclassical economists provided tools for government’s intervention, particularly with regard to government capital expenditure. The aim of this project work is to investigate the effect of government capital expenditure on the manufacturing sector output in Nigeria. The study used quantitative time series data and multiple regression techniques in the analysis. The result of the co-integration test indicates long run relationship between dependent and independent variables. It also reveals that capital expenditure on road infrastructure (CEXR) and telecommunication (CEXT) affects the manufacturing sector output in Nigeria significantly while government capital expenditure on power has insignificant effect on manufacturing sector in Nigeria. The implication of this is that manufacturing sector output is clearly affected by factors both exogenous and endogenous to the government capital expenditure in Nigeria. We therefore recommend that, there is need for government to reduce its budgetary allocation to recurrent expenditure on power sector and place more emphasis on the capital expenditures so as accelerate economic growth in Nigeria through manufacturing sector output and that government should also increase spending on road infrastructure, particularly on capital budgeting. As our results showed, road infrastructure capital expenditure has the greatest impact on the long-run with manufacturing sector output in Nigeria
THE SIGNIFICANCE OF INTERNET SERVICE PROVIDERS IN NIGERIA: AN OVERVIEW OF LEGAL PERSPECTIVE (Published)
The paper focuses on the significance of Internet Service Providers (ISPs) in Nigeria with a view to ascertaining the legal and regulatory framework put in place and their consistency with international best practices. ISPs are a company that provides users and companies, corporation and government accesses to internet, creation of website and virtual hosting. ISPs used devices in the communication technology to install accesses links to internet in an area. Some of the larger ISPs operate a high-speed broadband. The paper examines ISPs as service providers to internet networks across the globe for the purpose of Information and Communication Technology (ICT). The paper adopts doctrinal methodology approach wherein the relevant data collected was analysed and the finding brought out. The findings of the paper reveals that ISPs are conducting their businesses within the legal and regulatory frameworks put in place by the government and that they are duty bound to maintain a register of customers and monitor the activities of such customers and report any suspicious activities. It further reveals that Nigeria has the basic regulatory framework in monitoring the ISPs, but needs more in other to fight cyber crimes and competes globally. Therefore, the paper recommends that there should be a strong hold relationship between the law enforcement agencies and the ISPs so as to curb the menace of cybercrime. It further recommends that main ISPs should lead and enhance the way of ensuring reliability, integrity and security of the internet as a critical infrastructure and so does the others. That as a matter of urgency, the Bills before the National Assembly relating to ISPs be enacted into law in other to complement other relevant laws and to also enable Nigeria build business trust and benefits from international investment.