Customer Satisfaction and Complaints Management in the Nigerian Telecommunication Industry

Abstract

This study examined “Customer Satisfaction and Complaints Management in the Telecommunication Industry in Nigeria”. Specifically, it aimed at finding out the extent to which customers are satisfied or dissatisfied with the services provided by mobile telecommunication operators and to find out the level of customer satisfaction with the ways telecommunication firms handle their complaints. To achieve the objectives of the study, five telecommunication firms were chosen. The research instrument (questionnaire) was administered on a total of five hundred (500) randomly selected customers of MTN, GLOBACOM, Airtel, 9mobile, and Multi-links. Data obtained were coded and analyzed using descriptive and inferential statistics such as the frequency tables, One-way Analysis of Variance (ANOVA) and the t-test for the difference between two population means. The sampling technique used in the study was the multistage cluster sampling. The findings from the research revealed that the proportion of customers who are satisfied with the services provided by mobile telecommunication firms is the same as those that are dissatisfied. It was thus recommended that telecommunication service providers should take bold steps to improve on their services in order to enhance customer satisfaction as this is key to achieving growth and profitability.