Implications of Product Quality and Customer Satisfaction in Nigeria Telecommunications Sector: Covid-19 Pandemic Experience 

Dauda Abdullahi1 and Altine Rakiya Umar2

1Department of Business Administration, Faculty of Management Sciences, Department of Business Administration, Federal University of Lafia, Nasarawa State, Nigeria.

2Department of Business Administration and Entrepreneurship, Faculty of Social and Management Sciences, Baba Ahmed University, Kano, Kano State, Nigeria.

Correspondence: [email protected][email protected]

Received: April 9, 2023            Revised: June 6, 2023   Published: August 15, 2023

Abstract

Product quality which is significant to the growth of telecommunication sector could not be waived by the hand. The result of product quality has augmented the revenue base; active voice and active internet subscriptions for the Nigeria telecommunication industry during the pandemic period. Notwithstanding this recorded achievement, the Nigeria telecommunication sector is faced with the challenge of complicated tariffs (89.0%); network disruption (78.9%); calls drop (82.4%); wrong calls destination (78.9%); and indiscriminate erection of GSM mast (65.7%). The foremost objective of this study is to review literature related to implications of product quality and customer satisfaction in Nigeria telecommunications sector during covid-19 pandemic. Narrative review of existing literature were used in the study and secondary source for data collection from publications such like journals, magazines, newspapers and similar sources was used. Quantitative and deductive methods were used for the analysis of this study. The reviewed papers’ findings for this study found significant relationship between product quality and customers’ satisfaction. It was concluded that management of the Nigeria telecommunication firms particularly, the mobile phone will find this study beneficial in their decision concerning customers’ satisfaction if the findings of this paper are used during turbulent economic situations. It is recommended that Nigeria telecommunication operators should attend to customers’ needs as quickly as network failures occur to evade frustrations on the side of valued customers.

Keywords: Covid-19 pandemic, Telecommunications, Customer satisfaction, product quality and Nigeria experience


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DOI: https://doi.org/10.23918/ejmss.V4i1p70


Citation

Abdullahi, D., & Umar, A. R. (2023). Implications of Product quality and Customer satisfaction in Nigeria Telecommunications Sector: Covid-19 Pandemic Experience . Eurasian Journal of Management & Social Sciences. https://doi.org/10.23918/ejmss.V4i1p70


© Abdullahi, D., & Umar, A. R. , Published by EJMSS. This article is published under the Attribution-NonCommercial 2.0 Generic (CC BY-NC 2.0) license. Anyone may copy and redistribute the material in any medium or format, subject to full attribution to the original publication and authors. The full terms of this license may be seen at https://creativecommons.org/licenses/by-nc/2.0/


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