Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo

John Poku; Maxwell Barima Asare; Wireko Ricky

doi:doi:10.11648/j.ijsas.20170103.12

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Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo

John Poku, Maxwell Barima Asare, Wireko Ricky

Published in International Journal of Statistics and Actuarial Science (Volume 1, Issue 3)

Received: 19 December 2016 Accepted: 13 February 2017 Published: 16 May 2017

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Abstract

The Emerging and Frontier markets (EMs/FMs) within today’s global business economy function as the central engines of growth. Populations which previously had limited access to modern technological advances have now within the telecommunications sector especially leapfrogged generations of technology, seizing the opportunity for a better quality of living standards through mobile telephony. The existing wireless telecom companies in Ghana have made the industry very competitive as each of these networks aspires to meet customer expectation, ideal service and satisfaction. Disconfirmation model, One-Sample Test as well as analysis of variance (ANOVA) were employed in this study. The majority of the respondents were males with 41(58.6%) while females were 29(41.1%) being youthful (19 years upward constitutes over 80% of the sample). The findings indicate that irrespective of mobile telecom networks in Navrongo, customer satisfaction (CS) is low or not equal to or better than desire or expectation of subscribers. With respect to mobile network, customers are not satisfied with MTN network but embraced the mobile money service. Conversely, customer satisfaction for Vodafone network is equal to desire and expectation of customers. For Tigo, Airtel and Glo mobile networks, satisfaction is at least equal to the desire and expectation of customers. Precisely, the research recommends that mobile operators should endeavour to improve upon the quality of mobile services offered to subscribers if they are interested in attracting and maintaining existing customers.

Published in	International Journal of Statistics and Actuarial Science (Volume 1, Issue 3)
DOI	10.11648/j.ijsas.20170103.12
Page(s)	78-86
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Customer, Satisfaction, Expectation, Cellular Phone, Disconfirmation Model, Networks, Credit

References

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[3]	Frempong, G. and Hanten, A., (2004). Telecom Developments and Investments in Ghana, Discussion Paper W D R 0 3 0 5, W D R Dialogue Theme 2003.
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[5]	Hayes, B. E.,(1997). Measuring Customer Satisfaction: Survey Design, Use and Statistical Analysis Methods, 2^nd, ed, ASQ Quality Press, Milwankee, WI.
[6]	Khalifa, M. and V. Liu, (2002). Satisfaction with Internet-Based Services: The Roles of Expectation and Desires, Journal of Electronic Commerce, 7 (2), pp. 31-35.
[7]	Klaus, P. G., (1985). Quality phenomenon: The conceptual understanding of quality in face-to-face service encounters, in Czepiel J. A., Solomon, M. R. and Surprenant, C. F. (Eds), The Service Encounter, Lexington Books, Lexington MA.
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[9]	Oliver, R. L. and Desarbo, W. S., (1988). Response Determinant in Satisfaction Judgements: The Journal of Consumer Research, 14 (4), pp.495-507.
[10]	Oliver, R. L., (1980). A cognitive model of the antecedents and consequence of Customer Satisfaction, Journal of Marketing Research, November 17, pp. 460-469.
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[17]	Wang, Y. and Hing-Po Lo.,(2002). Service quality, Customer Satisfaction and Behaviour intentions: Evidence from China’s Telecom Industry. Info 4, 6, pp.50-60 MCB UP Ltd.
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John Poku, Maxwell Barima Asare, Wireko Ricky. (2017). Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo. International Journal of Statistics and Actuarial Science, 1(3), 78-86. https://doi.org/10.11648/j.ijsas.20170103.12

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ACS Style

John Poku; Maxwell Barima Asare; Wireko Ricky. Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo. Int. J. Stat. Actuarial Sci. 2017, 1(3), 78-86. doi: 10.11648/j.ijsas.20170103.12

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AMA Style

John Poku, Maxwell Barima Asare, Wireko Ricky. Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo. Int J Stat Actuarial Sci. 2017;1(3):78-86. doi: 10.11648/j.ijsas.20170103.12

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@article{10.11648/j.ijsas.20170103.12,
  author = {John Poku and Maxwell Barima Asare and Wireko Ricky},
  title = {Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo},
  journal = {International Journal of Statistics and Actuarial Science},
  volume = {1},
  number = {3},
  pages = {78-86},
  doi = {10.11648/j.ijsas.20170103.12},
  url = {https://doi.org/10.11648/j.ijsas.20170103.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijsas.20170103.12},
  abstract = {The Emerging and Frontier markets (EMs/FMs) within today’s global business economy function as the central engines of growth. Populations which previously had limited access to modern technological advances have now within the telecommunications sector especially leapfrogged generations of technology, seizing the opportunity for a better quality of living standards through mobile telephony. The existing wireless telecom companies in Ghana have made the industry very competitive as each of these networks aspires to meet customer expectation, ideal service and satisfaction. Disconfirmation model, One-Sample Test as well as analysis of variance (ANOVA) were employed in this study. The majority of the respondents were males with 41(58.6%) while females were 29(41.1%) being youthful (19 years upward constitutes over 80% of the sample). The findings indicate that irrespective of mobile telecom networks in Navrongo, customer satisfaction (CS) is low or not equal to or better than desire or expectation of subscribers. With respect to mobile network, customers are not satisfied with MTN network but embraced the mobile money service. Conversely, customer satisfaction for Vodafone network is equal to desire and expectation of customers. For Tigo, Airtel and Glo mobile networks, satisfaction is at least equal to the desire and expectation of customers. Precisely, the research recommends that mobile operators should endeavour to improve upon the quality of mobile services offered to subscribers if they are interested in attracting and maintaining existing customers.},
 year = {2017}
}

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TY  - JOUR
T1  - Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo
AU  - John Poku
AU  - Maxwell Barima Asare
AU  - Wireko Ricky
Y1  - 2017/05/16
PY  - 2017
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DO  - 10.11648/j.ijsas.20170103.12
T2  - International Journal of Statistics and Actuarial Science
JF  - International Journal of Statistics and Actuarial Science
JO  - International Journal of Statistics and Actuarial Science
SP  - 78
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PB  - Science Publishing Group
UR  - https://doi.org/10.11648/j.ijsas.20170103.12
AB  - The Emerging and Frontier markets (EMs/FMs) within today’s global business economy function as the central engines of growth. Populations which previously had limited access to modern technological advances have now within the telecommunications sector especially leapfrogged generations of technology, seizing the opportunity for a better quality of living standards through mobile telephony. The existing wireless telecom companies in Ghana have made the industry very competitive as each of these networks aspires to meet customer expectation, ideal service and satisfaction. Disconfirmation model, One-Sample Test as well as analysis of variance (ANOVA) were employed in this study. The majority of the respondents were males with 41(58.6%) while females were 29(41.1%) being youthful (19 years upward constitutes over 80% of the sample). The findings indicate that irrespective of mobile telecom networks in Navrongo, customer satisfaction (CS) is low or not equal to or better than desire or expectation of subscribers. With respect to mobile network, customers are not satisfied with MTN network but embraced the mobile money service. Conversely, customer satisfaction for Vodafone network is equal to desire and expectation of customers. For Tigo, Airtel and Glo mobile networks, satisfaction is at least equal to the desire and expectation of customers. Precisely, the research recommends that mobile operators should endeavour to improve upon the quality of mobile services offered to subscribers if they are interested in attracting and maintaining existing customers.
VL  - 1
IS  - 3
ER  -

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Author Information

John Poku

Department of Accountancy, Kumasi Technical University, Kumasi, Ghana
Maxwell Barima Asare

Department of Applied Statistics, University for Development Studies, Tamale, Ghana
Wireko Ricky

Department of Applied Statistics, University for Development Studies, Tamale, Ghana

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APA Style

John Poku, Maxwell Barima Asare, Wireko Ricky. (2017). Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo. International Journal of Statistics and Actuarial Science, 1(3), 78-86. https://doi.org/10.11648/j.ijsas.20170103.12

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ACS Style

John Poku; Maxwell Barima Asare; Wireko Ricky. Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo. Int. J. Stat. Actuarial Sci. 2017, 1(3), 78-86. doi: 10.11648/j.ijsas.20170103.12

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AMA Style

John Poku, Maxwell Barima Asare, Wireko Ricky. Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo. Int J Stat Actuarial Sci. 2017;1(3):78-86. doi: 10.11648/j.ijsas.20170103.12

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@article{10.11648/j.ijsas.20170103.12,
  author = {John Poku and Maxwell Barima Asare and Wireko Ricky},
  title = {Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo},
  journal = {International Journal of Statistics and Actuarial Science},
  volume = {1},
  number = {3},
  pages = {78-86},
  doi = {10.11648/j.ijsas.20170103.12},
  url = {https://doi.org/10.11648/j.ijsas.20170103.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijsas.20170103.12},
  abstract = {The Emerging and Frontier markets (EMs/FMs) within today’s global business economy function as the central engines of growth. Populations which previously had limited access to modern technological advances have now within the telecommunications sector especially leapfrogged generations of technology, seizing the opportunity for a better quality of living standards through mobile telephony. The existing wireless telecom companies in Ghana have made the industry very competitive as each of these networks aspires to meet customer expectation, ideal service and satisfaction. Disconfirmation model, One-Sample Test as well as analysis of variance (ANOVA) were employed in this study. The majority of the respondents were males with 41(58.6%) while females were 29(41.1%) being youthful (19 years upward constitutes over 80% of the sample). The findings indicate that irrespective of mobile telecom networks in Navrongo, customer satisfaction (CS) is low or not equal to or better than desire or expectation of subscribers. With respect to mobile network, customers are not satisfied with MTN network but embraced the mobile money service. Conversely, customer satisfaction for Vodafone network is equal to desire and expectation of customers. For Tigo, Airtel and Glo mobile networks, satisfaction is at least equal to the desire and expectation of customers. Precisely, the research recommends that mobile operators should endeavour to improve upon the quality of mobile services offered to subscribers if they are interested in attracting and maintaining existing customers.},
 year = {2017}
}

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TY  - JOUR
T1  - Scrutiny of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks: A Case of Navrongo
AU  - John Poku
AU  - Maxwell Barima Asare
AU  - Wireko Ricky
Y1  - 2017/05/16
PY  - 2017
N1  - https://doi.org/10.11648/j.ijsas.20170103.12
DO  - 10.11648/j.ijsas.20170103.12
T2  - International Journal of Statistics and Actuarial Science
JF  - International Journal of Statistics and Actuarial Science
JO  - International Journal of Statistics and Actuarial Science
SP  - 78
EP  - 86
PB  - Science Publishing Group
UR  - https://doi.org/10.11648/j.ijsas.20170103.12
AB  - The Emerging and Frontier markets (EMs/FMs) within today’s global business economy function as the central engines of growth. Populations which previously had limited access to modern technological advances have now within the telecommunications sector especially leapfrogged generations of technology, seizing the opportunity for a better quality of living standards through mobile telephony. The existing wireless telecom companies in Ghana have made the industry very competitive as each of these networks aspires to meet customer expectation, ideal service and satisfaction. Disconfirmation model, One-Sample Test as well as analysis of variance (ANOVA) were employed in this study. The majority of the respondents were males with 41(58.6%) while females were 29(41.1%) being youthful (19 years upward constitutes over 80% of the sample). The findings indicate that irrespective of mobile telecom networks in Navrongo, customer satisfaction (CS) is low or not equal to or better than desire or expectation of subscribers. With respect to mobile network, customers are not satisfied with MTN network but embraced the mobile money service. Conversely, customer satisfaction for Vodafone network is equal to desire and expectation of customers. For Tigo, Airtel and Glo mobile networks, satisfaction is at least equal to the desire and expectation of customers. Precisely, the research recommends that mobile operators should endeavour to improve upon the quality of mobile services offered to subscribers if they are interested in attracting and maintaining existing customers.
VL  - 1
IS  - 3
ER  -

Copy | Download