Inlämning av Examensarbete / Submission of Thesis

Oladayo ODUJOBI , pp. 61. MAM/Sektionen för Management, 2011.

The work

Författare / Author: Oladayo ODUJOBI
Titel / Title: Service Quality Relevance in Nigeria: Evidence from Zain Mobile
Abstrakt Abstract:

Customer satisfaction is an increasing challenge for telecommunication companies. In the last few years, the mobile telecom market has witnessed a substantial growth and rapid changes globally, as well as domestically in Nigeria. Customer satisfaction is a critical issue in the success of any business system. The purpose of this research is to evaluate “whether” and “how” ZAIN customers are satisfied or dissatisfied with the customer service provided at ZAIN outlets in Port Harcourt region with the help of service quality by the customers of the outlets.

The research would be based mainly on quantitative method; i.e. questionnaire method using service quality and satisfaction attributes, along with literature review and personal interview results to develop the questionnaire. The Service Quality Gap which aims at measuring the customer satisfaction, by comparing their expectation and perception of service after experiencing the service, serves as the theoretical framework for the research. Moreover, SERVQUAL dimensions covering Reliability, Assurance,
Empathy, Responsiveness and Tangibles are used in the further development of theory and modelling of the questionnaire for this research.

Ämnesord / Subject: Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Marketing
Nyckelord / Keywords: Customer Service, SERVQUAL, service Quality

Publication info

Dokument id / Document id:
Program:/ Programme Master of Business Administration (MBA)
Registreringsdatum / Date of registration: 02/13/2011
Uppsatstyp / Type of thesis: Magisterarbete/Master's Thesis (60 credits)


Handledare / Supervisor: Jan Svanberg
Examinator / Examiner: Eva Wittbom
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00

Files & Access

Bifogad uppsats fil(er) / Files attached: final thesis.pdf (729 kB, öppnas i nytt fönster)