The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria. Findings of study showed that service quality, customer satisfaction, trust, ... studies are conducted on the determinants of customer loyalty in telecom industry in the context of Bangladesh. Oyeniyi and Joachim (2012) worked on the mobile phone users in Nigeria to identify relationships of customer service on customer retention. Download PDF. Previous studies showed that limited studies have been conducted in Malaysia on customer loyalty towards the telecommunications industry. Convenient sampling method was used to select the sample. When Gerpott, Rams, and Schindler (2001), and Tung (2004), examined the telecom industry in Germany and SMS service in Singapore, they also identified that customer satisfaction was positively related to post-purchase intention. anies is how they manage their service quality, which holds a grea deal to customer satisfaction. PDF. Moreover, the studies of Turel & Serenko (2006), Wang et al. People now are relying on cell phones more than anything else. The aim of this paper “Customer satisfaction in the mobile telecommunication industry” is to analyze customer satisfaction , which describes the situation StudentShare Our website is a unique platform where students can share their papers in a matter of giving an example of the work to be done. However its all depends upon that which segments a company is targeting and what are their expectations for that product [7]. ABSTRACT:The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. Service quality taps into business, marketing, and psychological research and practices to provide a satisfied customer. This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. service quality, customer satisfaction, customer loyalty, and customer retention in measuring service quality provided by telcos. These findings show that mobile service providers have to find ways to increase the service quality and customer satisfaction. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. 37 Full PDFs related to this paper . Download Full PDF Package . Service quality acts as an antecedent to customer satisfaction (CS). This paper aimed to assess the level of service quality and customer satisfaction at Emtel LTD. As the level of competition is constantly increasing in the telecommunications sector, one key way to stand out of this rivalry is to provide respectable service quality. PDF. 3 No. Ahlam Salem. The high quality service will have a positive impact on the customer satisfaction. The findings further show a strong relationship between service quality, satisfaction and behavior intention and that service quality and satisfaction. ABSTRACT: The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. Download PDF. 5.8 Areas for further research This study focused on examining the relationship between customer satisfaction and service quality in telecom industry in Tanzania: citing a case study of Vodacom Tanzania. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. Corpus ID: 16508882. service quality on customer satisfaction in mobile telecommunication industry in Sri Lanka in order to enhance the customer satisfaction. found in the customers’ of telecom industry which are found to be satisfied. THE NIGERIAN TELECOMMUNICATIONS INDUSTRY Oghojafor, B.E. According to Chingang and Lukong (2010) it is important for firms to know how to measure service quality in consumers’ perspective in order to better understand their needs and satisfy them. Since survival and growth or financial outcome is driven by customer loyalty which is in turn driven by customer satisfaction and value (Nimako, 2012), delivering quality service and customer satisfaction have been important goals and pursuit for the expanding mobile telecom networks as well as regulators of the industry. A total of 230 respondents participated in the study. Results revealed that the … A short summary of this paper. achieving long term success in the service industry. It also identifies various factors affecting the both constructs. International Journal of Business and Social Science Vol. Evaluation of service quality in an enterprise is vital to improve productivity and increase CS. telecommunication industry. AN ASSESSMENT OF SERVICE QUALITY … The results … AN ASSESSMENT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A Case Study of Tel@BULLETOne (Pvt) Limited LOVEMORE MUTSVANGA. A short summary of this paper. Customer satisfaction becomes the most important factor for Telecom Services. Free PDF. For the purpose of the study, a sample size of one thousand (1000) respondents was selected from Lagos State, Nigeria through purposive sampling technique and data were obtained employing a structured close-ended questionnaire. Service Quality and Competitive Advantage in Ghana’s Telecommunication Industry.Evidence of MTN Ghana. The Telecommunication industry in Nigeria has developed to be very competitive, as different . International and local restaurant chains are satisfying the demand of customers in variety Corresponding author’s details: of range of products and services. Download Full PDF Package. and perceptions of Telecom Sector in India” attempts to analyse the gap in service quality of Telecom sector in terms of customers’ expectations and perceptions regarding mobile phone services. Telecom industry has been the source for generating about 327.8 billion rupees in the economy and is currently one of the most greatly taxed sectors of the country. Data were collected from 388 customers of mobile telecommunication industry. No business organization can survive without building its customer satisfaction; likewise no organization can make a healthy living without meeting the needs of its customers. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. The impact of service quality on customer satisfaction in telecom sector of Pakistan. This paper. PDF. It . Other then service quality, the impact of image factor in relation with customer satisfaction can also be investigated for further research in the same area. Mobile Service Quality As it is important in every industry, quality perceptions also have great importance in mobile services. Technological Innovations, Service Quality and Customer Satisfaction in Cameroons’ Mobile Telecommunication Industry Molem, Christopher Sama, Akume Daniel Akume, Beri Parfait Bihkongnyuy Department of Economics and Management, University of Buea, P.O Box 63, Buea, Cameroon Abstract: The quantum leap in technology and its discernible spillover in telecommunication, flanked by wide … Akpoyomare ... distribution, promotion and customer service) were identified and tested. 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