Abstract
This study examines the effect of customer support services and service assurance on customer satisfaction. The study population was the five functional telecommunication companies registered and listed by the Nigeria Communication Commission (NCC) and the Corporate Affairs Commission (CAC). Data was generated from 200 customers of these mobile service providers which were randomly chosen. Out of the 200 distributed copies of structured questionnaire, 173 copies were returned and qualified for use. Descriptively, the study variables were presented and inferentially, the simple linear regression analysis was used in testing the various hypotheses. It was found that a significant relationship exist between customer support services, service assurance and customer satisfaction. The study therefore concluded that customer support services and service assurance affect customer satisfaction. Hence, the authors recommended that in order for the telecom service providers to enhance their level of customer satisfaction they should improve their service assurance while taking cognizance of customer support services since it significantly impacts on their level of customer satisfaction.
Highlights
The Nigerian telecommunication industry has experienced phenomenal growth in its subscribers’ base, making it a highly competitive sector
From the discussions far, it appears that a relationship exist between service assurance and customer satisfaction and on the basis of the review of empirical literature we propose that: Ho2: There is no significant relationship between service assurance and customer satisfaction in the telecommunication firms in Rivers State
Primary data were drawn from these five companies which are functionally registered with the Corporate Affairs Commission (CAC) and the Nigeria Communication Commission (NCC) that operate on the 900/1800MHz spectrum
Summary
The Nigerian telecommunication industry has experienced phenomenal growth in its subscribers’ base, making it a highly competitive sector. In this strongly competitive and liberalized telecommunication industry, customers are able to choose among multiple service providers based on the level of satisfaction, affordability, and service quality of service providers. Customer support services and service assurance are essential in the telecommunication service context because it provides high level of customer satisfaction and becomes a key to competitive advantage (Ahmossawi, 2001). The effect of poor performance will be dismal for the telecommunication industry in Nigeria due to increase cut throat competition, poor service quality delivery, customer support services, network switching which has the potency of affecting the national telecommunication infrastructure (Biljani, & Jusuf, 2011)
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