Technology acceptance and users’ satisfactions with telecommunication services

Abstract

Technological innovation and advancement have augmented the space of productivity in terms of quality and quantity, goods and services delivery and the removal of overall stress embedded in jobs. This achievement also comes with the challenge of technology acceptance as well as user satisfaction with the technology, especially in the telecommunication industry in Nigeria. Hence, the objectives of this research are to determine the extent of users’ satisfaction in the telecommunication industry and examine the technology acceptance of telecommunication products. Two thousand participants were selected for the study in the Ibadan metropolis and Pearson Product Moment Correlation (PPMC) was used in analysing the information gathered from respondents. The result of the analysis (r = .713, n= 2000, P (.003) < 0.05) revealed that participants considered factors such as availability of the network, network coverage, quality of service and call rate before choosing a network provider or telecommunication brand in the studied area. It was concluded in this study that participants considered factors such as availability of service, novelty technology, service availability, call rate and data rate before choosing a brand of telecommunication service in the study area. The research showed that service availability, call rate and data rate are factors considered by customers before choosing a brand of telecommunication service. The research also revealed that telecommunication service is an accepted technology in the studied area with some inherent challenges. Going by the outcomes of this study, it can be concluded that there is a correlation between the users’ satisfaction and technological acceptance in telecommunication industries in Nigeria. It is therefore recommended that telecommunication providers should enhance the quality of service and minimize the call rate, especially on phone calls and short message services (SMS) in other to satisfy their customers and win more patronage.