Assessment of Customers’ Satisfaction on the Quality of Services of Global System Mobile (GSM) Service Providers in Abuja Metropolis Nigeria

ILIYA BAWA, DONGS S. ILIYA, E.A. DANGANA

Abstract


Globalised competition has stressed the importance of satisfaction, quality and loyalty in the battle for winning consumers preferences and maintaining sustainable competitive advantages. Information and Communications Technology (ICT) is increasingly gaining more importance in the competitive environment of both firms and countries. This study focused on telecommunication services specially on the Global System Mobile (GSM) as it attempted to assess customer satisfaction with GSM Services providers in Abuja Metropolis. The study used survey method with largely using descriptive analysis. Also to analyze the data, a four point likert scale was used. The study revealed that subscribers are satisfied with tariff charges and network availability of the GSM services providers on one hand; on the other hand, subscribers are not satisfied with customers care service provided by GSM operators. It is then the responsibilities of the consumers to report defects on services delivered to the regulatory bodies. Businesses are expected to respond thoughtfully and rationally to the issues of consumers rather than being defensive or reacting negatively or not at all. Based on the findings, the study recommended that GSM service providers should come together under the supervision of NCC to find out the most effective and lasting solution to perennial interconnectivity problem. Selected and trained employees are crucial to and can make a huge difference in the effective rendering of customer care service. In the same vein they should purchase state of the art equipment, upgrade their systems constantly to effectively accommodate the ever increasing subscribers base, that will decongest the network and make service available, more reliable and the operators should extend coverage to more rural communities.

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