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Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria
Blekinge Institute of Technology, School of Management.
2006 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesisAlternative title
Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria (Swedish)
Abstract [en]

Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship.

Place, publisher, year, edition, pages
2006. , 90 p.
Keyword [en]
Mobile telephone in Nigeria, Customer satisfaction, Satisfaction measurement
National Category
Business Administration
Identifiers
URN: urn:nbn:se:bth-1361Local ID: oai:bth.se:arkivex680E39D4CFE5D25EC125727B0051A2FBOAI: oai:DiVA.org:bth-1361DiVA: diva2:828593
Uppsok
Social and Behavioural Science, Law
Supervisors
Available from: 2015-05-21 Created: 2007-02-07 Last updated: 2015-06-30Bibliographically approved

Open Access in DiVA

fulltext(535 kB)273 downloads
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf