期刊名称：International Journal of Management and Strategy
电子版ISSN：2231-0703
出版年度：2013
卷号：4
期号：6
出版社：International Journal of Management and Strategy
摘要：The mobile telecommunication industry in Nigeria ranks among the fastest growing in the world today. The increase in the number of subscribers on the various networks has brought with it the challenges of customer satisfaction. This paper therefore examined the determinants of customer satisfaction in the Nigerian Mobile Telecommunication industry with a view to providing regulators and operators in the industry with adequate information that will enhance their performance in the area of service delivery. The study exploited primary sources of data obtained through the administration of structured questionnaire on respondents (cell phone users). Purposive sampling was used to select four hundred mobile phone users. Data was analyzed using ordinary least squares multiple regression. The result indicated that courtesy and coverage area were the major determinants of customer satisfaction in the mobile telephone industry in Nigeria.
