Inlämning av Examensarbete / Submission of Thesis

Dr. Samuel Eniola , pp. 90. MAM/Sektionen för Management, 2006.

The work

Författare / Author: Dr. Samuel Eniola
anders.hederstierna@bth.se
Titel / Title: Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria
Översatt titel / Translated title: Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria
Abstrakt Abstract:

Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal.
This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship.

Ämnesord / Subject: Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Marketing
Företagsekonomi - Business Administration\Organization
Nyckelord / Keywords: Mobile telephone in Nigeria, Customer satisfaction, Satisfaction measurement

Publication info

Dokument id / Document id:
Program:/ Programme Business Administration
Registreringsdatum / Date of registration: 06/11/2007
Uppsatstyp / Type of thesis: D-Uppsats/Magister/Master

Context

Handledare / Supervisor: Thomas Michel
thomas.michel@bth.se
Examinator / Examiner: Anders Hederstierna
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: mba thesis.doc (919 kB, öppnas i nytt fönster)