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Undergraduate Students' Perception Of Service Delivery In The Mobile Telecommunication Industry In Ghana

Author

Listed:
  • ABEDNEGO OKOE-AMARTEY

    (UNIVERSITY OF PROFESSIONAL STUDIES)

Abstract

An analysis of undergraduate students? perception in the mobile telecommunication industry was conducted using four Ghanaian universities. The study adopted a cross sectional and quantitative design methodological approaches and relied on primary data sources for data collection. Using quota and convenience sampling techniques, a total of 400 respondents were selected from the four universities. Results from the study revealed that a gap exists between customer expectations and perceptions in the Ghanaian mobile telecommunication sector. The results further indicated that customers of MTN were the least satisfied in terms of service delivery as compared to the other networks though they remain the market leaders. The study identified three key predictors of customer satisfaction in the industry namely; affordability, wider network coverage and bonuses. The study concludes that underperformance of mobile telecommunication firms does not necessarily correlate positively with churn of student customers. Recommendations were made to help address gaps identified.

Suggested Citation

  • Abednego Okoe-Amartey, 2015. "Undergraduate Students' Perception Of Service Delivery In The Mobile Telecommunication Industry In Ghana," Proceedings of International Academic Conferences 2703997, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:2703997
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    File URL: https://iises.net/proceedings/18th-international-academic-conference-london/table-of-content/detail?cid=27&iid=089&rid=3997
    File Function: First version, 2015
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    More about this item

    Keywords

    customer expectation; customer perception; service delivery; Ghana;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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