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Customer Satisfaction

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Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal.
This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Marketing
Företagsekonomi - Business Administration\Organization | Keywords: | Mobile telephone in Nigeria, Customer satisfaction, Satisfaction measurement | PUBLICATION INFO | | Document id: | | Programme | Business Administration | Date of registration: | 06/11/2007 | Type of thesis: | D-Uppsats/Magister/Master |
CONTEXT
Supervisor: | Thomas Michel thomas.michel@bth.se | Examiner: | Anders Hederstierna |...

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