CUSTOMER SATISFACTION WITH THE SERVICES OF GLOBAL SYSTEM MOBILE TELECOMMUNICATION (A CASE STUDY OF MTN IN LAGOS NIGERIA).

Abstract

This study searches to show how customers are being satisfied with their service of global system mobile telecommunication. This study employs MTN Lagos Nigeria as the case study. Precisely, this study seeks to find out whether the service provider has in place the full satisfaction of their customers. This study employs a descriptive case study research design to identify the services of the telecommunication industry in Nigeria as it links with the customer or subscribers’ satisfaction. The population of this study is drawn from the general public but MTN subscribers only. The population consists of all MTN subscribers in Lagos Nigeria. A total of 400 respondents will be utilized in this study. The sample size will be drawn from the total population of MTN subscribers in Lagos Nigeria. Data to be used in this study are drawn from primary sources. Further, the data includes quantitative and qualitative data collected using both structured and unstructured questionnaires, documents and records. SPSS version 22 was used for data analysis. Findings and results for this study was presented in tables and figures. This study found that, the customer care services and network connectivity is positively related to customer satisfaction. This study therefore concluded that, the telecommunication organization should Consistently review their services to its customer and also add new services to stand firm in the highly dynamic environment characterized by stringent competition.