Abstract
30Apr 2016 Impact of Perceived Service Quality by Mobile Telecommunication Industry on Customer Satisfaction in Nigeria. Ahmed Abubakar. Federal University Kashere, Gombe State, Nigeria.
Highlights
Since the advent of Mobile Telecommunication services in Nigeria there has been complains from all angles on the quality of services being provided by telecommunication industry
The study assessed the impact of perceived service quality by Mobile Telecommunication industry on customer satisfaction in Nigeria
The result from the analysis revealed that the service quality delivery by mobile telecommunication industry in Nigerian is low and not equal to or better than desired or expectation, as the subscribers are not satisfied with the availability of the desired service as well as the customer service of network service providers
Summary
Since the advent of Mobile Telecommunication services in Nigeria there has been complains from all angles on the quality of services being provided by telecommunication industry. The study assessed the impact of perceived service quality by Mobile Telecommunication industry on customer satisfaction in Nigeria. The analysis was done using simple percentages and Minnesota Customer Satisfaction Model (MnCSI) to assess the impact of service quality on customer satisfaction in telecommunication industry.
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