Customers' Satisfaction in Nigerian Telecommunication Industry
Nigerian telecommunication industry has developed to become increasingly competitive since various companies have enhanced their strategies and focus on gaining more subscribers. The various telecommunication companies have not only created new products and services for customers but also adopted aggressive marketing strategies that are largely centered on the needs, wants, and preferences of customers. Therefore, one of the major factors for the growth and success of telecommunication companies in Nigeria is customers' satisfaction. Customers' satisfaction in this industry is strongly linked to meeting their needs, wants, and preferences. In light of the competitiveness of Nigerian telecommunication industry, this research proposal is for examining customers' satisfaction based on the case of MTN and Etisalat Nigeria.
Background of the Research Issue
As previously mentioned the Nigerian telecommunication industry has become more competitive as companies develop new products and services and adopt aggressive marketing strategies (Egena, 2013, p.1). Telecommunication companies in Nigeria have adopted these strategies given the recognition of the significance of customer satisfaction to business success, growth, and profitability. Actually, competitive advantage in this sector is achieved through identifying and satisfying customers' needs in an intelligent manner. Once these needs are identified, companies need to act quicker and better their competitors while focusing on sustained customer satisfaction through delivery of better service quality. Given the recent trends, Nigerian telecommunications companies like MTN and Etisalat have...
These companies not only focus on acquiring new customers but emphasize delighting and retaining their current customers.
On the other hand, customers in Nigerian telecommunications industry have become more concerned with service quality, which is crucial to their loyalty and satisfaction. According to Ojo (2010), service quality is important in this industry because it provides the basis for establishing the relationship between customers and the organization (p.88). Customers' satisfaction is more likely to be achieved when a telecommunication company provides better service quality as compared to other competitors.
While telecommunication companies have identified these important determinants of customer satisfaction, customers have raised complaints and dissatisfaction with service quality and delivery. Despite the significant growth and expansion of this industry, customers have lamented poor service and are increasingly dissatisfied (Abdul, Salman & Olota, 2014, p.139). Therefore, it's crucial to understand why customers are dissatisfied regardless of the numerous attempts made by these companies to improve service quality and delivery.
Statement of the Research Problem
Nigerian telecommunication companies have identified the significance of customer satisfaction and loyalty in promoting business success and growth. Companies in this sector continue to develop new kinds of products and services that are geared towards satisfying customers and building the brand. Moreover, these business organizations have engaged in various marketing initiatives to help build brand loyalty and enhance satisfaction among their subscribers. However, many customers in the Nigerian telecommunication industry have complained about service quality to an extent that some of them switch from one company to the next or end up using several operators at the same time (Oghojafor, Ladipo, Ighomereho & Odunewu, 2014, p.67). In essence, service quality in this industry is still poor, which indicates a gap between current strategies adopted by Nigerian telecommunication companies and the level of customer satisfaction and brand loyalty.
Competitiveness of Sustenance Lithographic Printing Industry with the Digital Printing Industry: A Case Study of the Lithographic Printing Industry in Nigeria Major Constraints Affecting the Lithographic Printing Industry The Effect of the Total Quality Management System on Lithographic Industry and Compliance with a Changing World Comparison of Lithographic Printing and Digital Printing to Develop Avenues to Increase the Sale of Lithography Stakeholder Opinions of the Proficiency of the Lithographic Printing Industry Although facing obsolescence from innovations in
total 3000 words: Organisation - Telkom South Africa Questions strategy theory applicacable models 1. Undertake a resource based analysis Telkom, South African telecommunications company comment implications analysis future strategy organisation Telkom South Africa The telecommunications industry is the fastest growing industry at an international level. It relies on innovation and developments and it impacts all aspects of life. The telecommunications industry in the Western Hemisphere is generically assumed as the leader
2007 Economic Crisis on American Car market Effect of the 2008 global economic crisis on automotive industries Crisis in the United States Crisis in Canada Crisis in Russia Crisis in European markets Crisis in Asian markets Effects by other related crisis events In this paper, we will review the effects of 2008 global automotive crisis. Our main focus will be on the American car manufacturers and the negative impact they suffered due to the crisis. We will