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150 complete questionnaires were received at a response rate of 83.33%. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. customer satisfaction and service quality using SERVQUAL model within TTCL working environment. It's a general customer service survey example that you can use to get feedback about face-to-face customer service interactions, adapt it to your needs by adding other questions specific to your company as needed. DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN THE NIGERIAN TELECOMMUNICATIONS INDUSTRY Oghojafor, B.E. customer satisfaction in using mobile telecommunications. explore Ethiopian telecom customer satisfaction levels. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to higher satisfaction, factors hindering customer satisfaction and what should be done to improve customer satisfaction for TTCL customers. insurance companies or telecommunication industry. Customer satisfaction of mobile telecommunication networks in Ghana: service delivery perspective A.R. This paper has investigated the effects of service quality and consumer satisfaction along with corporate social responsibility actions on consumer purchase intentions and further on consumer loyalty. Using survey design, this study assessed customer satisfaction with mobile telecommunication services in Ibadan, a Nigerian municipality. 180 questionnaires were distributed among the customers of telecommunication service providers in Pakistan. Evaluating Factors of CRM on Customer Satisfaction – Managerial Perspective of PTCL (Telecommunication Giant of Pakistan) ... primary data received from questionnaire from the respondents of PTCL managerial level. Satisfaction of Firms in the Telecommunication Sector in Kenya Ng’ang’a Ruth Wanjiku1, Dr. Kepha Ombui2, ... unstructured questionnaires were used to collect primary data which were administered as the customers queued in the customer service centers while secondary data was collected through document review. In Pakistan the role of telecommunication was developed in 1962. This low response rate in turn does not accurately represent your customer base. This diversity makes it implausible to have a uniform customer satisfaction questionnaire that can be administered to all the different service/customer segment combination. The above template is a survey on the ministry of improvement. A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. ABDUL-AZIZ1, ... collected through questionnaire administration. There are many customer surveys available in the form of PDF’s for one to easily fill out these forms. To better generalize the study results, further research could be performed with same concepts but in different service areas i.e. customer satisfaction and loyalty are influenced by CSR factors. A total of 531 questionnaires were distributed and 431 questionnaires were returned and usable. For the purpose of analysis, structure equation modeling was applied using Amos 22 and SPSS. Total population is included in the research since it was small population. _____ 1. Sample size was 200 and 165 complete questionnaires were received back with response rate of 82.5%. To attain this objective questionnaire was designed and distributed to 400 customers in Addis Ababa region and were asked regarding the customer service delivery of sole telecom service provider of the country Ethiopian Telecommunications Corporation (ETC). However, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. File Format. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. Patrick Department of Business Administration University of Lagos, Lagos, Nigeria Ighomereho, O. Salome Department of Economics … owever, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. SATISFACTION IN THE TELECOMMUNICATION INDUSTRY VICTORIA MOJISOLA OSHO Department of Marketing, The Federal Polytechnic, Ado-Ekiti. Having customer satisfaction survey can greatly aid the process of knowing the levels of customer satisfaction achieved by your business. Questionnaire as data collection tool … O. bjective of the . Customer satisfaction of mobile banking has being extensible studied over this scoping period of this research, Geetha and Vinay used an empirical survey to study value-added to technology-savvy customers, the research indicated that financial security, education and training, connectivity and reliability were the most assertive factors influencing the value added to the customers satisfaction . telecommunication and customer’s satisfaction in Ethiopia particularly in Ambo town. methodology (customer surveys, questionnaire) to know about customer’s perspective on quality and satisfaction. 2010). Hence this paper tries to identify what are the factors that make customers of Ethio-telecom which are cellular phone users dissatisfied for a better understanding of the relationship that exists between customer and service delivered by Ethio telecom in Ambo town. Specifically, it aimed at finding out if customers … You can keep a high level of customer satisfaction that can be a strong predictor of customer retention, loyalty, and product repurchase by quickly responding to negative experiences. tinlee.com. Factors Influencing Customer Satisfaction In Mobile Telecommunications Industry of Nepal Business Research Project Report Submitted to Kathmandu University In partial fulfillment of the requirements for the Bachelor of Business Administration By Ayush Man Tamrakar A011935-10 Under the supervision of … Since, the research focuses on the customer satisfaction which will be analyzed by collecting the opinion from large set of Vodafone customers. Since survival and growth or financial outcome is driven by customer loyalty which is in turn driven by customer satisfaction and value (Nimako, 2012), delivering quality service and customer satisfaction have been important goals and pursuit for the expanding mobile telecom networks as well as regulators of the industry. between customer satisfaction and customer loyalty in the Taiwan mobile telecommunication market. Through surveys, you can ask your customers how well your business has served them without having to directly ask them personally as there are some customers who would feel awkward or uneasy in expressing their opinions directly. For distribution of questionnaire to the consumer convenience sampling method was used to select the customer and the survey was taken among those selected users. PDF; Size: 198.6 Kb. Sample Customer Satisfaction Questionnaire. Most traditional "Customer Satisfaction Surveys" tend to be long, cumbersome and demand a lot of time and attention from your customers. Download. Customer satisfaction surveys are important because you can check if your feeling of providing the best customer service or product really checks out with reality. via questionnaires distributed to randomly selected customers. Abstract The study is on the impact of quality service delivery in the telecommunication industry in Nigeria. Hence the survey method is more useful to collect the information. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. The findings showed that perceived quality and satisfaction influenced customer loyalty, whereby perceived quality also influenced satisfaction. Customer satisfaction is important to any business as it indicates consumer repurchase intentions and loyalty: Point of differentiation, reduce customer churn, increase customer lifetime value, reduce negative word-of-mouth and retain customers. On the other hand, as customer Satisfaction is the core concern of any organization, they try their best to satisfy the customers using different means. Determinants of Customer Satisfaction in Telecom Industry A Study of Telecom industry Peshawar KPK Pakistan ... Telecommunication is defined as to communicate over a distance by telegraph, telephone or broadcasting. An iterated factor analysis with principal component analysis (PCA) and structural equation modeling (SEM) including measurement model and structural model were applied to analyze data. Satisfaction also mediated the relationship between perceived quality and customer loyalty. The research found attractive offers, sales promotion, internet service, price fairness and being friendly to be the key determinants of customer satisfaction in the telecommunication of Afghanistan. II. Furthermore, the research aims to investigate the relationship between customer satisfaction and behavioral intentions in mobile telecommunications service. Total 78 populations is forwarded online survey out of which 60 respondents submitted the questionnaire … telecommunication companies to effectively manage their lead times to achieve higher levels of customer satisfaction. INTRODUCTION . This leads to a very low "response rate" for your customer satisfaction surveys. The result of regression analysis re - After collecting the data from the respondents it was analyzing using simple percentage method for analyzing the collected data. Factors Affecting Customer Satisfaction in Telecommunication Sector in Nepal 1. In other words, the transmission of information is known as telecommunication. Please take a few minutes to share your feedback with us. A sample of 1200 respondents were selected from mobile subscribers across the country through stratified sampling. Details. As is the case in most other service industries, customer satisfaction is of paramount importance in the telecommunications industry. through a questionnaire survey form a diversified representative sample. And PHILIPS OLATUNDE OGUNODE Department of Marketing, The Federal Polytechnic, Ado-Ekiti. Customer Satisfaction and factors affecting it is one of the most important area of thrust for marketing of any brand in the world (Hanif Muzammil et al. Factors affecting customer satisfaction in mobile telecommunication industry in Bangladesh Therefore, ninths hypothesis (H 9 ) is rejected. Non probability sampling techniques was used for the - selection of sample. 1.1.1 Lead Time Management A more conventional definition of lead time in the supply chain management realm is the time from the moment the customer places an order (the moment you learn of the requirement) to the data were collected through questionnaire survey. This short customer service survey questionnaire is designed to provide insight into the transaction between your business's staff and your customers. Akpoyomare Department of Business Administration University of Lagos, Lagos, Nigeria Ladipo, K.A. This research was based on primary and secondary data with some structured questionnaire. This study adopts five dimensions of SERVQUAL instrument to measure service quality in the mobile telecommunication industry, such as tangibles, reliability, responsiveness, assurance and empathy. To study the impact of customer satisfaction in telecommunication sector Pearson … A structured questionnaire, consisting of SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibility, was used to collect data. Results of this research are favorable and will help the telecom service providers to shape their products and pricing policies in such a way that they could maximize customer satisfaction and maintain their customers in order to achieve higher market share. Customer Satisfaction Snapshot Questionnaire: Telecommunications & Network Services - Customer Service Representatives: As part of TNS's commitment to enhance the quality of services we provide to our customers, we invite you to complete this questionnaire. This study was based on the customer’s perspectives and their experiences with mobile telecommunications service in Bangkok, Thailand. Rate satisfaction with your recent TNS Phone experience: 1. 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