EVALUATION OF CUSTOMER SERVICE AND RETENTION; A COMPARATIVE ANALYSIS OF TELECOMMUNICATION SERVICE PROVIDERS
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 3, Issue 8
Abstract
For a product to receive complete loyalty depends not only on the quality of the product but also on the satisfaction derived from such product. All three, loyalty, quality and satisfaction are significant factors that show how effective the customer service of an organization is. When customer service is effective then customer retention/ retention of product is considered. This study was carried out to investigate on the effectiveness of customer service in the retention of GSM SIM packs using a comparative analysis. Data were collected through the use of questionnaire administered to a determined sample size of users of the three major GSM service providers. Data were analyzed and the four hypotheses were tested using correlation and ANOVA. This study shows that with effective customer service, customer loyalty and customer satisfaction and customer retention can be achieved. Though it is observed that to achieve the afore-mentioned factors, concepts such as customer expectation, customer-focus and service quality should be regarded with utmost importance.
Authors and Affiliations
Ogunnaike, Olaleke Oluseye (Ph. D)| Business, Entrepreneurship and Innovation Research Cluster Department Of Business Management, Covenant University, Ota, Ogun State, Nigeria olaleke.ogunnaike@covenantuniversity.edu.ng, Salau, Odunayo| Department Of Business Management, Covenant University, Ota, Ogun State, Nigeria odunayo.salau@covenantuniversity.edu.ng, Sholarin Adeniyi (Ph. D)| Department Of Human resource development, Covenant University, Ota, Ogun State, Nigeria adeniyi.sholarin @covenantuniversity.edu.ng, Taiye Tairat Borishade| Department Of Business Management, Covenant University, Ota, Ogun State, Nigeria taiye.borishade@covenantuniversity.edu.ng
Keywords
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