Assessment of Factors Affecting Quality of Service of Cellular Mobile Network Operators in Nigeria for the Period 2010 to 2014 (original) (raw)

Telecommunications Subscription Fraud Detection Using Naïve Bayesian Network.pdf

The radical changes in the terrain of the telecommunications sector have made it difficult to control and detect fraudulent activities. Thus, to achieve positive results the problem of fraud requires to be handled with rapt and effective attention. The paper identifies the different subscription services provided by the telecommunications sector, identifies the different ways telecommunications fraud is perpetrated and proposes the use of Naïve Bayesian Network technology to detect subscription fraud in the telecommunications sector. The approach offers quick training, fast data analysis, straight forward interpretation of results and yet easy to use.

Factors influencing telecommunication subscribersâ decision to port among network providers in Nigeria

Computer Science and Information Technology, 2018

Telecommunication subscribers’ retention and satisfaction are important goals for telecommunication network operators on their way to superior economic success in the liberalized Nigeria telecommunication market. The tight competition brought about by Mobile Number Portability(MNP) has resulted to the need for telecommunication service providers in Nigeria to constantly tune and fine-tune their marketing strategies to meet the dynamic behaviour and expectations of subscribers on quality service delivery. The Factors influencing telecommunication subscribers’ decision to port among network providers in Nigeria, Adopting a crosssectional survey design, a simple random sampling technique was used to enroll 378 subscribers of the four major network operators (MTN, Glo, Airtel, 9Mobile) aged 18–59 years and above residing in the three geopolitical zones (Owerri Municipal Orlu, and Okigwe) in Imo State into the study. Structured questionnaire was used for data collection, recorded signifi...

Assessment of Quality of Service of G.S.M. Networks in Ilorin Metropolis, Nigeria

AJERD , 2020

Following the rollout of GSM services across Nigeria, the socioeconomic landscape of the country has been positively altered. Its explosive growth has brought huge revenues to the operators, as well as the government and at the same time benefited the citizens in many ways. However, the principal developmental factors that has continued to mar these benefits is the aggressive complaints from GSM subscribers regarding the horrible Quality of Service (QoS) rendered by the GSM operators across the country. As the number of subscribers of GSM in Nigeria increased, congestion rates also increased and there has been a huge demand for a decent QoS in the country. In this study, three key performance indicators (KPI) parameters, call setup success rate (CSSR), received signal level (RSL) and call drop rate (CDR) were used in assessing the performance of two of the major GSM networks in Ilorin Metropolis of Nigeria, which have been tagged Network "A" and Network "B". A and B monitored are far from providing reliable services to Nigerians. None of the networks in the study met the ≥ 98% CSSR required by the N.C.C. regulations, and none met the ≤ 2% CDR required by the N.C.C. regulations. The problems GSM operation encountered have been attributed to a number of challenges, with cited faults ranging from the Network providers, to regulatory agencies, and even to the Nigerian Government.

Service Quality in the Motor Vehicle Maintenance and Repair Industry: A Documentary Review

In spite of the important roles motor vehicles play in various economies research in terms of service quality of maintenance and repair of these contraptions appear to be limited relative to its importance. The aim of this paper is to collectively unitize studies in the area. The purpose is to make available a one-stop document that will guide future researchers in the motor vehicle maintenance and repair industry. A convenient sampling approach was adopted to select and review 16 journal papers from the World Wide Web. The study appears to show that SERVQUAL continues to be the most popular method of assessing the quality of service in the motor vehicle maintenance and repair industry. The study concludes that the 5-dimension SERVQUAL model may not be universal per se but may best be described as so far the closest to an ideal model which can be used as a foundation for developing subsequent models within the motor vehicle maintenance and repair service industry.

IJISET 4.pdf

Abstract The purpose of the study was to determine the influence of service quality on customer satisfaction in the vehicle tire maintenance and repair service industry in the Central Region of Ghana as a means of identifying shortcomings and providing suggestions to improve upon services within the industry in the region. Multistep sampling technique was adopted. The judgmental sampling technique was used select four administrative districts due to relatively high population size, and consequential economic, commercial and industrial activities. These were Cape Coast Metropolis, Kasoa, Winneba, and Agona-Swedru Municipalities. A quantitative approach was used to deal with 225 respondents at a response rate of 93.8 percent. Descriptive statistics, Pearson’s correlation coefficient, Cronbach alpha, Variance Inflation Factor (VIF), Durbin-Watson factor, reliability test and multiple regressions were used to analyze the data. The study results cannot be generalized due to relatively small sample size and also that it failed to corroborate with the generic characteristic of the SERVQUAL model. The study has, however, shown that tire maintenance and repair provider performance in the region on empathy relatively needs critical attention if overall performance is to be enhanced. The other factors, tangibles, reliability, responsiveness and assurance also demand more room for improvement. The study has revealed that the relationship between reliability, responsiveness, tangibles and assurance on one hand and customer satisfaction on the other is generally strong, positive and significant. Generally, the study has therefore confirmed the fact that service quality is an influencer of customer satisfaction. The study also confirmed the use of SERVPERF scale as a suitable and valid scale for measuring service quality and for helping to determine the relationship between service quality and customer satisfaction. Keywords: Customer Satisfaction, Reliability, SERVQUAL, SERVPERF, Tire Repair,

Impact of Performance Appraisal on Employee Performance in Nigerian Telecommunication Industry (A study of MTN, Nigeria

Many organizations are experiencing low productivity due to lukewarm attitudes of their management to performance appraisal system. Organizational training needs can only be identified from performance appraisal outcomes. Performance appraisal system has been identified as an alternative paradigm to high productivity and performance. The study, therefore examined the impact of performance appraisal system on employee's performance in Telecommunication sector. Simple random sampling technique was employed to select two hundred and sixty (260) respondents from the total population of one thousand three hundred (1,300) employees of MTN, Nigeria. Data were sourced through a structured questionnaire and personal interview. Analysis of data was performed with the aid of Mean, Standard Deviation and Linear Regression. Results revealed that the level of performance appraisal awareness is high among the staff of MTN, Nigeria. Results also established that performance appraisal system has significant impact on employee's performance. Results also revealed that inability to provide on time feedback is a challenge to performance appraisal system in MTN, Nigeria. Subsequently, the study recommended that management should be objective during appraisal exercise, provide regular feedback and offer career development in order to help an organization wins the desired competitive advantage.

Customer Orientation of Service Employees and Customer Satisfaction

This study examined the nexus between customer orientation of service employees and satisfaction of deposit money bank customers. The study assessed customer orientation of service employees through technical skills of service employees, social skills of service employees, motivation of service employees and decision-making authority of service employees. The study adopted an explanatory research design, while a self-administered questionnaire served as the research instrument. The linear regression analysis served as the test statistic relying on SPSS. The study observed that technical skills of service employees and social skills of service employees have positive and statistically significant relationship with customer satisfaction. The relationship between decision-making authority of service employees and customer satisfaction was found to be positive but statistically insignificant, while the relationship between motivation of service employees and customer satisfaction was found to be negative but statistically significant. The study thus concluded that satisfaction of deposit banks customers depend on customer orientation of service employees through technical skills of service employees, social skills of service employees and decision-making authority of service employees; and recommends that deposit money banks in Rivers State, Nigeria that seek to create satisfied customers should improve the technical and social skills of their service employees and delegate decision-making authority to them to perform of their duties.

Performance Evaluation of WCDMA Networks in Selected Geolocations Using Structured Questionnaire and Empirical Analysis Methods

Sretech Journals, 2018

High influx in the number of cellular subscribers is observed to be one of the constraints to incessant poor network performance which results to increased congestion challenges. This work is attributed towards executing network performance evaluation to ascertain the levels of degradation on the WCDMA networks from selected geographical locations in Owerri, the capital city of Imo State, Nigeria. The methods adopted are structured questionnaire and empirical analysis. Structured questionnaires were administered to survey 250 customers from the two (2) major and dominant network providers in Owerri metropolis: MTN and AIRTEL, on their Quality of Service (QoS) delivery and to determine their network satisfactory performance rates. Empirical analyses were conducted on the two networks to evaluate their network performances using the selected Key Performance Indicators (KPIs). Aba road, FUTO road, Onitsha road, Orlu road and Wetheral road were selected for the analysis owing to the high density of the network subscribers within these regions. The Selected KPIs which include Call Drop Rate (CDR), Call Setup Success Rate (CSSR), Call Completion Success Rate (CCSR), network accessibility, network retainaibility and Receive Signal Level (RXLEV) were deployed to evaluate the various performance characteristics of the networks based on the QoS. From the result assessments, none of the networks met the Nigeria Communication Commission (NCC) thresholds based on the KPIs selected except for MTN network along FUTO, Wetheral and Onitsha roads marginally agreed with the NCC target value on CCSR. Also MTN network along Onitsha road slightly met the NCC target value on CSSR and network accessibility.

A PRACTICAL OPTIMISATION METHOD TO IMPROVE QOS AND GOS-BASED KEY PERFORMANCE INDICATORS IN GSM NETWORK CELL CLUSTER ENVIRONMENT

The delivering of both good quality of service (QoS) and Grade of Service (GoS) in any competitive mobile communication environment is a major factor to reducing subscribers’ churn rate. Therefore, it is important for wireless mobile network operators to ensure stability and efficiency by delivering a consistent, reliable and high-quality end user (subscriber) satisfaction. This can only be achieve by conducting a regular network performance monitoring and optimisation as it directly impacts the quality of the offered services and hence user satisfaction. In this paper, we present the results of network performance evaluation and optimisation of a GSM network on cell cluster-basis, in Asaba region, South East Nigeria. We employ a combination of essential key performance indicators such as dropped call rate, call setup success rate and outage call rate to examine overall QoS and GoS performance of the GSM network. Our results after network optimisation showed significant performance improvement in terms of call drop rate, call set up success rate, and call block rate across. Specifically, the end user satisfaction rate has increased from 94.45%, 87.74%, and 92.85% to 99.05%, 95.38% and 99.03% respectively across the three GSM cell clusters. The GoS is reduced from 3.33%, 6.60% and 2.38% to 0.00%, 3.70% and 0.00% respectively. Furthermore, ESA, which correspond end points service availability, has improved from 94.44%, 93.40% and 97.62% to 100%, 96.30% and 100% respectively. In addition, the average throughput has improved from 73.74kbits/s, 85.06kbits/s and 87.54kbits/s to 77.07kbits/s, 92.38kbits/s and 102kbits/s respectively across the three GSM cell clusters.