National Board for Technical Education, Plot ‘B’, Bida Road, P.M.B 2239, Kaduna, Nigeria
The purpose of the research study is to determine the causal relationship between telecommunications service quality and customer satisfaction in Nigeria. The study surveyed 900 users’ perception based on SERVQUAL model to determine their satisfaction level regarding the services provided by telecommunication operators in Nigeria. From the multiple regression analysis, tangibility, reliability, responsiveness and empathy were positively related to customer satisfaction while assurance was not. The study revealed that reliability dimension of telecommunications service quality is the most important predictor of customer satisfaction. The telecommunications service providers are advised to pay more attention to provision of uninterrupted services, adequate network coverage, accurate billing and fast connectivity to customers to gain competitive advantage in the industry.
Service quality, Customer satisfaction, Telecommunications, Competition
