Record Details

Customers Perception of Service Quality in the Nigerian Telecommunication Sector

Journal of Economics and Business Research

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Field Value
 
Title Customers Perception of Service Quality in the Nigerian Telecommunication Sector
 
Creator Osotimehin, Kehinde
Hassan, Banjo Ally
Abass, Hassanat
 
Description This study examines the customers’ perception of service quality in the Nigerian telecommunication sector. Data for the study was generated through questionnaire administered on a random sample of 250 undergraduate students spread across two public owned state Universities in Ogun State, South-West, Nigeria. The data was subjected to descriptive statistics. One Sample Test statistic was employed in testing hypothesis. The results of the study revealed that there was a positive and significant relationship between service quality and both, customer satisfaction and customer loyalty, and also service quality is considered as a major factor in choosing telecommunication service provider in Nigeria. Further, the study revealed that the quality of service customers received from their service providers in terms of prompt service delivery, reliability, improved service, availability of effective and efficient customer care to assist customers help in assessing their rate of satisfaction.
 
Publisher Journal of Economics and Business Research
 
Contributor —
 
Date 2015-01-06
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.uav.ro/jour/index.php/jebr/article/view/440
 
Source Journal of Economics and Business Research; Vol 21, No 1 (2015): J of Economics & Business Research; 144 - 157
2069-9476
2068-3537
 
Language eng
 
Relation http://www.uav.ro/jour/index.php/jebr/article/view/440/pdf_156