Abstract
The rise in consumers complains against their service/tech providers has empowered government of various nations to set up Consumer Complaint Commissions. Some corporate organizations who wish to handle the complaints of their customers usually set up an in-house/internal customer care centres, a platform through which they attend to their customers’ needs. This research therefore is interested in exploring the reasons for user-protests among the mobile telecommunication subscribers in Ebonyi State, Nigeria against their network service providers. To arrive at this, we designed a research questionnaire to capture the experiences of the subscribers of the 4 major mobile telecommunication network service provider companies operating in the state. The participants were recruited through physical administration of research instrument and social media such as facebook, whatsapp and email platforms with a total of 72 participants feedbacks received. The users responses on the various issues raised on our questionnaire were thematically analyzed and represented using adequate data presentation tools. Our results proved that there are growing numbers of disgruntled customers among subscribers of the various network providers. From our survey, we gathered that 81.90% of the respondents have engaged in protest use at one point or the other against their service providers with MTN network topping the list with 36.50%, followed by GLO network 27%, Airtel network 23.80% and 9 Mobile 12.70%. Finally, we proposed a design prototype named “Komplain” that will serve as rallying system for the protest users to use and prosecute their actions. The system can also recommend actions which the protesters may undertake.
Highlights
Gradual changes in quality of companies products/services value over time usually lead to customer dissatisfactions, which if left promptly unchecked usually culminates into consumers/users protest against the services/products providers.protests against tech-service provider companies can take various dimensions whenever it occurs
This research is interested in exploring the reasons for user-protests among the mobile telecommunication subscribers in Ebonyi State, Nigeria against their network service providers
Our results indicated that large share of mobile phone network subscribers in Ebonyi State Nigeria are protest users. 83.3% of our respondents reported to have engaged in user protest with at least one network provider/operator
Summary
Gradual changes in quality of companies products/services value over time usually lead to customer dissatisfactions, which if left promptly unchecked usually culminates into consumers/users protest against the services/products providers.protests against tech-service provider companies can take various dimensions whenever it occurs. The customers protesting may decide to stop or change the product/service demands from their companies. These reactions have continued to attract public attention. Instances abound, such as users boycotts against Facebook in order to protest against its illicit data harvesting and spread of misinformation [1] [2] customers boycotts against Uber company in protest against its insensitive behavior surrounding taxi strike and sexual harassment involving their staff [3] and boycotts against Amazon in protest against their un-favourable working conditions and anti-tax lobbying [4]. Vincent et al recently explored the concepts of “data strikes” and “data boycotts” against large-scale machine learning systems [8]. Human-computer interactions (HCI) researchers such as [9] [10] [11] [12] have all suggested for comprehensive study on non-use behaviours in order to obtain accurate understanding of the factors that triggers users protests against their service providers
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