Application of Benchmarking As a Managerial Tool for Effectiveness of Communication Service Providers
Journal Title: Saudi Journal of Business and Management Studies - Year 2018, Vol 3, Issue 7
Abstract
Abstract:The study therefore is intended to ensure the application of benchmarking as a managerial tool for effectiveness of organization with the following steps to: find out the quality of service MTN offers to the customers better than other system network and find out the extent of MTN affordability of service which act as an inducement in choosing other network. The study was to evaluate the application of benchmarking as a managerial tool for effectiveness of the communication Service providers. The population consists of 482 staff of MTN, GLO 9 Mobile, Airtel in Enugu metropolis, Enugu state. The study used the survey approach. The primary sources used were the administration of questionnaire to staff and distributors. 352 copies of the questionnaire were returned and accurately filled. The validity of the instrument was tested using content analysis and the result was good. The reliability was tested using the Pearson correlation coefficient (r). It gave a reliability co-efficient of 0.79 which was also good. The hypotheses were analyzed using f-statistics (ANOVA) tool. The findings indicated that the quality of service MTN offers has significant and positive effect to the customers than other system network F(95,n=352)=724.975,P<0.05; and that MTN affordability of service which acts as an inducement than choosing other network is to a great extent. F (95,n=352)=699.755,P<0.05; The study concluded that the quality and affordability of service MTN offers has significant and positive effect to the customers than other system network. The study Recommended that Quality of service is highly demanded of any organization that wants long-term sustainability to meet up with competitive advantage. Finally, affordability of service should be ensured for both the rich and poor at any point in time to increase market share. Keywords: Benchmarking, Effectiveness, Communication, Service Providers.
Authors and Affiliations
Mbah Paulinus Chigozie, Ekechukwu Chijioke, Chukwudi Gabriel F
Keywords
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