Relationship between network quality and satisfaction 54 2. Relationship between age, gender and satisfaction 61 Literature review 17 1.
Several studies have shown that perceived value is significant determinant of customer satisfaction Anderson et al. Relationship between billing and satisfaction 55 7. However, the study did not support the notion that good customer complaint management leads to increased customer satisfaction. Relationship between gender, location and satisfaction 62 9.
Assimilation effects occur when the difference between expectations and quality is too small to be perceived. Positive disconfirmation leads to increased satisfaction, with negative disconfirmation having the opposite effect.
Olshavsky and Miller ; and Olson and Dover developed the assimilation theory, which means that perceived quality is directly increasing with expectations. Overall customer satisfaction of the Nigerian mobile telecoms industry 2. Ittner and Larckner found that shareholder value is highly elastic with respect to customer satisfaction.
Thus, several management experts have paid research attention to this industry one of the studies done concerns the customer satisfaction.
Relationship between gender, location and satisfaction 62 This study investigated the customer satisfaction of the mobile telecoms performance, factors influencing it and the significant relationship between demographic variables and customer satisfaction.
The criteria for measurement should be customer defined so as to collect, analyze the appropriate data and provide relevant information. Equity judgement is based on two steps; first, the customer compares the outcome to the input and secondly, performs a relative comparison of the outcome to the other party.
This approach has its origin in the discrepancy theory Porter,which argued that satisfaction is determined by the perception of a difference between some standard and actual performance.
Customer satisfaction is a measure of attitudes and perceptions of the quality and performance of a service Bhote, There is a strong relationship between location, employment and customer satisfaction H They describe expectation as an accumulation of information about quality from the outside sources e.
Relationship between age and customer satisfaction 58 2. Factors influencing customer satisfaction 54 1. Most business transactions have been carried out in this State since the colonial era and most industries have their headquarters sited here.
However, these three factors are important for superior economic success among telecommunication service providers. Relationship between gender and customer satisfaction 59 Although, customer expectation is not a focus of this study, however satisfaction measurement is useful to understand customer expectations since most times assessment is done by customers based on past experiences and future beliefs of service performance.
Lewis suggested that service quality can be classified as essential and subsidiary. Wilfert, ; Gerpott, ; and Booz. This trend continued and byPeterson and Wilson estimated the amount of academic and trade articles on customer satisfaction to be over 15, The greater the positive score mark means the greater the positive amount of service quality or the greater the negative score mark, the greater the negative amount of the service quality.
Yi expressed that customers buy products or services with pre-purchase expectations about anticipated performance, once the bought product or service has been used, outcomes are compared against expectations.
There is a strong relationship between gender, location and customer satisfaction H Thus, to obtain the right information, efforts should be made to filter out the irrelevant information and concentrate on the valuable dimensions. Although, customer expectation is not a focus of this study, however satisfaction measurement is useful to understand customer expectations since most times assessment is done by customers based on past experiences and future beliefs of service performance.
Thus, to maximize customer satisfaction, focus should be on service quality and customer-oriented services.iii. determine the impact of customer satisfaction on the market share of telecommunication (MTN) organization. Literature review A customer is a person or organizational unit that plays a role in the consummation of a transaction with the marketer or an entity', (Sheth et al., ).
From this definition, customers of mobile phone companies in. (Gerpott et. al. referred in Aydin and Ozer ). Price has been considered as one of the major contributing factors in brand switching in telecom industry as the customers were price-concious.
During Post Merger Period () wrote that (Gerpott et al. )”. For this study, consumer satisfaction definition used is that of Homburg and Bruhn () which is “an experience-based assessment made by the consumer of how far his own expectations about the.
Gerpott et al. () in their study of the German mobile telecommunication found that customer satisfaction is positively related to customer loyalty, and both factors are important paraments in the mobile telecommunications industry.5/5(1).
African countries are actively involved in the establishment of the mobile services and specifically, Nigeria is the focus of this study. Gerpott et al. () wrote that since s, the telecommunications sector has become an important key in the development of the economy of developed countries.
et al., ; Lee et al., ; Kim et al., ), which may undermine the reliability and validity of analysis results. In fact, there are several studies that are based on large-scale actual customer transaction and billing data.Download