Service Quality Delivery and Customers’ Satisfaction of Mobile Telecommunication in South-West, Nigeria (original) (raw)

2020

Abstract

The study explored the influence of service quality delivery on customers’ satisfaction of mobile telecommunication in South-west, Nigeria. The study adopts a descriptive survey design of selected subscribers in South-West Nigeria. Quantitative research approach was used to attain the best result. The population of this study consists of all the service providers, i.e. MTN, Airtel, Glo and 9Mobile in Nigeria and all telecom subscribers in Southwest geopolitical zone, Nigeria. A purposive and convenience sampling technique was adopted was used to select subscribers in Southwest Nigeria. The results were presented using descriptive and inferential. On the other hand, the standard deviation represented how the response was distributed relative to the mean. The findings established that taking into account (service quality) constant at zero, customer patronage will be 0.60. However, the results presented indicate that taking other independent variables (service quality) at zero, an incr...

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