An Analysis of Customer Satisfaction and usage Patterns of Mobile Telecommunication Networks in Nigeria

Abstract

The government monopoly in telecommunication industry in Nigeria has changed during the recent years into a more competitive market with competitors offering morevservices and products. This study is focused on customer satisfaction and the usage patterns of the mobile telecommunication networks in Nigeria. The results obtained from this research indicated that the most used mobile telecommunication network in Nigeria was MTN, followed by Airtel and GloMobile. Majority of the mobile phone users had used it between 4-8 years, while they were commonly used as personal line, and the mode of payment were mostly prepaid. Radio/TV and word of mouth communications were preferred sources of getting information on mobile telecommunication products and services. Most unpleasant experiences encountered were resolved within a week. The study indicated that majority of the respondents were
satisfied with mobile telecommunication networks in Nigeria. The goal is to create awareness of the usage patterns and the factors which precede customer satisfaction of the service, and ultimately for each network management to be able to judge its position in the competitive market scenario.