Effective Management Of Customer Complaints As A Strategy Of Achieving Customer Satisfaction In The Telecommunication Industry (A Study Of MTN Nigeria)
ABSTRACT
The study investigated the management of
customer complaints in a telecommunication industry. The objectives of the
study are to investigate the cost of customer's dissatisfaction in the financial
service industry, to examine the challenges encountered while trying to satisfy
the customer and to ascertain the effect of superior value delivery on the
customer satisfaction in the telecommunication industry. To achieve the
objectives of the study, correlational research design was adopted. A total of
1 50 questionnaires were administered to the respondents on which 120 were
completely filled and returned which represent 87% of the administered
questionnaire. The researcher adopted both primary and secondary in getting the
required information. In testing the hypothesis simple regression analysis was
used. The findings revealed that managing of customer's dissatisfaction
improves customer's satisfaction and loyalty in the telecommunication industry.
The researcher recommends that telecommunication industries should manage their
customers' complaint in order to increase company's performance. The researcher
also recommend that telecommunication industries should ensure that customers
are satisfy since customer satisfaction increases performance.
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OGWO, J (2021). Effective Management Of Customer Complaints As A Strategy Of Achieving Customer Satisfaction In The Telecommunication Industry (A Study Of MTN Nigeria) . Repository.mouau.edu.ng: Retrieved Dec 25, 2024, from https://repository.mouau.edu.ng/work/view/effective-management-of-customer-complaints-as-a-strategy-of-achieving-customer-satisfaction-in-the-telecommunication-industry-a-study-of-mtn-nigeria-7-2
JOY, OGWO. "Effective Management Of Customer Complaints As A Strategy Of Achieving Customer Satisfaction In The Telecommunication Industry (A Study Of MTN Nigeria) " Repository.mouau.edu.ng. Repository.mouau.edu.ng, 29 Jul. 2021, https://repository.mouau.edu.ng/work/view/effective-management-of-customer-complaints-as-a-strategy-of-achieving-customer-satisfaction-in-the-telecommunication-industry-a-study-of-mtn-nigeria-7-2. Accessed 25 Dec. 2024.
JOY, OGWO. "Effective Management Of Customer Complaints As A Strategy Of Achieving Customer Satisfaction In The Telecommunication Industry (A Study Of MTN Nigeria) ". Repository.mouau.edu.ng, Repository.mouau.edu.ng, 29 Jul. 2021. Web. 25 Dec. 2024. < https://repository.mouau.edu.ng/work/view/effective-management-of-customer-complaints-as-a-strategy-of-achieving-customer-satisfaction-in-the-telecommunication-industry-a-study-of-mtn-nigeria-7-2 >.
JOY, OGWO. "Effective Management Of Customer Complaints As A Strategy Of Achieving Customer Satisfaction In The Telecommunication Industry (A Study Of MTN Nigeria) " Repository.mouau.edu.ng (2021). Accessed 25 Dec. 2024. https://repository.mouau.edu.ng/work/view/effective-management-of-customer-complaints-as-a-strategy-of-achieving-customer-satisfaction-in-the-telecommunication-industry-a-study-of-mtn-nigeria-7-2