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Submitted By jeffnari
Words 7319
Pages 30


Open University of Malaysia


Project Paper Submitted in Partial Fulfillment of the Requirement of the degree of Master of Business Administration


After the collapse of the central government in Somalia, the telecommunication industry was almost dismantled in the period (1991-1993). Since 1993, the telecommunication industry in Somalia has grown many folds; new companies joined the market to reap the potentials of this growing industry. Companies worked hard to introduce more innovative products to satisfy, attract and retain customers. This study seeks to describe the relationship between customer satisfaction and customer retention of Hormud and Nationlink, mobile phone operators in Mogadishu, Somalia. The method used was descriptive correlation design. Customer satisfaction indicators were: price, call clarity, and value-added services. Customer retention is indicated by: intention to repurchase, positive word-of-mouth, and patience towards price. In the descriptive analysis section, customer retention was low on all aspects of: intention to repurchase, positive word of mouth, and patience towards price. The results also showed that customer satisfaction was low satisfaction on all aspect of: price, call clarity, value-added services. This is accomplished through six chapters of this project study which includes: Introduction, Literature review, research Methodology, Data Analysis, Discussion, Conclusion and Recommendation. Previous researches of published books in this area of the study were analyzed. The group

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