IDEAS home Printed from https://ideas.repec.org/a/jfr/jms111/v5y2014i4p136-141.html
   My bibliography  Save this article

A Cross Industry Comparison of Customer Satisfaction: Do More Alternatives Mean More Satisfaction?

Author

Listed:
  • Sulaiman Olanrewaju Adebayo
  • Tosin Tunrayo Olonisakin

Abstract

Customer satisfaction and the commitment of a customer to remain with an organisation may not always be as a result of a positive correlation between these two phenomena. Customers may remain with an organisation depending on the alternatives they have of obtaining the same or similar service elsewhere. This study examined customer satisfaction with three service industries in Nigeria that can be considered as oligopolists (banks, GSM and PHCN). Data were generated from a convenience sample of one hundred and fifty participants based on their response to a customer satisfaction questionnaire. Means and ANOVA statistics were used in the analysis of data. The results of this study showed higher customer satisfaction with banks, followed by GSM and then PHCN. PHCN also had the highest number of customers with low satisfaction compared to the other two industries. Implications of these findings were discussed and recommendations were made.

Suggested Citation

  • Sulaiman Olanrewaju Adebayo & Tosin Tunrayo Olonisakin, 2014. "A Cross Industry Comparison of Customer Satisfaction: Do More Alternatives Mean More Satisfaction?," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 5(4), pages 136-141, November.
    • Handle: RePEc:jfr:jms111:v:5:y:2014:i:4:p:136-141
    as

    Download full text from publisher

    File URL: http://www.sciedu.ca/journal/index.php/jms/article/view/5894/3530
    Download Restriction: no
    File URL: http://www.sciedu.ca/journal/index.php/jms/article/view/5894
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jfr:jms111:v:5:y:2014:i:4:p:136-141. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Jenny Zhang (email available below). General contact details of provider: http://jms.sciedupress.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.