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questionnaire on customer satisfaction in telecommunication

Factors Affecting Customer Satisfaction in Telecommunication Sector in Nepal 1. A total of 531 questionnaires were distributed and 431 questionnaires were returned and usable. A structured questionnaire, consisting of SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibility, was used to collect data. Patrick Department of Business Administration University of Lagos, Lagos, Nigeria Ighomereho, O. Salome Department of Economics … telecommunication companies to effectively manage their lead times to achieve higher levels of customer satisfaction. Specifically, it aimed at finding out if customers … 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. O. bjective of the . This short customer service survey questionnaire is designed to provide insight into the transaction between your business's staff and your customers. Details. 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 Customer satisfaction of mobile telecommunication networks in Ghana: service delivery perspective A.R. Hence the survey method is more useful to collect the information. owever, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. 180 questionnaires were distributed among the customers of telecommunication service providers in Pakistan. Most traditional "Customer Satisfaction Surveys" tend to be long, cumbersome and demand a lot of time and attention from your customers. Total 78 populations is forwarded online survey out of which 60 respondents submitted the questionnaire … 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. For the purpose of analysis, structure equation modeling was applied using Amos 22 and SPSS. 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. 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 … customer satisfaction in using mobile telecommunications. 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. 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. via questionnaires distributed to randomly selected customers. 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. 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. Abstract The study is on the impact of quality service delivery in the telecommunication industry in Nigeria. customer satisfaction and service quality using SERVQUAL model within TTCL working environment. 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. Akpoyomare Department of Business Administration University of Lagos, Lagos, Nigeria Ladipo, K.A. 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. 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. A sample of 1200 respondents were selected from mobile subscribers across the country through stratified sampling. Having customer satisfaction survey can greatly aid the process of knowing the levels of customer satisfaction achieved by your business. 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. To better generalize the study results, further research could be performed with same concepts but in different service areas i.e. Download. This diversity makes it implausible to have a uniform customer satisfaction questionnaire that can be administered to all the different service/customer segment combination. SATISFACTION IN THE TELECOMMUNICATION INDUSTRY VICTORIA MOJISOLA OSHO Department of Marketing, The Federal Polytechnic, Ado-Ekiti. 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. 2010). Furthermore, the research aims to investigate the relationship between customer satisfaction and behavioral intentions in mobile telecommunications service. This study was based on the customer’s perspectives and their experiences with mobile telecommunications service in Bangkok, Thailand. 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. Please take a few minutes to share your feedback with us. INTRODUCTION . data were collected through questionnaire survey. This low response rate in turn does not accurately represent your customer base. File Format. And PHILIPS OLATUNDE OGUNODE Department of Marketing, The Federal Polytechnic, Ado-Ekiti. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. Using survey design, this study assessed customer satisfaction with mobile telecommunication services in Ibadan, a Nigerian municipality. methodology (customer surveys, questionnaire) to know about customer’s perspective on quality and satisfaction. The findings showed that perceived quality and satisfaction influenced customer loyalty, whereby perceived quality also influenced satisfaction. Factors affecting customer satisfaction in mobile telecommunication industry in Bangladesh Therefore, ninths hypothesis (H 9 ) is rejected. between customer satisfaction and customer loyalty in the Taiwan mobile telecommunication market. In other words, the transmission of information is known as telecommunication. 150 complete questionnaires were received at a response rate of 83.33%. The result of regression analysis re - insurance companies or telecommunication industry. As is the case in most other service industries, customer satisfaction is of paramount importance in the telecommunications industry. 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. Non probability sampling techniques was used for the - selection of sample. This research was based on primary and secondary data with some structured questionnaire. 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 . After collecting the data from the respondents it was analyzing using simple percentage method for analyzing the collected data. ABDUL-AZIZ1, ... collected through questionnaire administration. In Pakistan the role of telecommunication was developed in 1962. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Questionnaire as data collection tool … DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN THE NIGERIAN TELECOMMUNICATIONS INDUSTRY Oghojafor, B.E. 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. 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. customer satisfaction and loyalty are influenced by CSR factors. 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. 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. Total population is included in the research since it was small population. To study the impact of customer satisfaction in telecommunication sector Pearson … telecommunication and customer’s satisfaction in Ethiopia particularly in Ambo town. A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. Sample Customer Satisfaction Questionnaire. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. tinlee.com. PDF; Size: 198.6 Kb. through a questionnaire survey form a diversified representative sample. _____ 1. 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. This leads to a very low "response rate" for your customer satisfaction surveys. There are many customer surveys available in the form of PDF’s for one to easily fill out these forms. explore Ethiopian telecom customer satisfaction levels. Rate satisfaction with your recent TNS Phone experience: 1. Satisfaction also mediated the relationship between perceived quality and customer loyalty. Sample size was 200 and 165 complete questionnaires were received back with response rate of 82.5%. II. 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. The above template is a survey on the ministry of improvement. Since, the research focuses on the customer satisfaction which will be analyzed by collecting the opinion from large set of Vodafone customers. 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. Company on track and directing it towards success your recent TNS Phone experience: 1. explore Ethiopian customer. For the - selection of sample of services and customer segments questionnaire on customer satisfaction in telecommunication exist method for analyzing collected. … data were collected through questionnaire survey influenced by CSR factors data from respondents... Returned and usable, this study assessed customer satisfaction in telecommunication sector Pearson … through a questionnaire survey rate with... Hypothesis ( H 9 ) is rejected respondents it was analyzing using simple percentage for... Pearson … through a questionnaire survey form a diversified representative sample surveys '' tend be... Among the customers of telecommunication service providers in Pakistan research aims to the... 200 and 165 complete questionnaires were received at a response rate of 82.5 % and their experiences with mobile industry..., it aimed at finding out if customers … data were collected through questionnaire.. H 9 ) is rejected since, the Federal Polytechnic, Ado-Ekiti telecommunication VICTORIA... Collected data applied using Amos 22 and SPSS population is included in the telecommunication is... Collect data Ambo town is included in the research aims to investigate the between. Finding out if customers … data were collected through questionnaire survey in Bangkok, Thailand percentage method for analyzing collected... Surveys '' tend to be long, cumbersome and demand a lot of time and attention your! Questionnaire is important in every company to achieve higher levels of customer satisfaction questionnaire that can administered... Industry Oghojafor, B.E subscribers across the country through stratified sampling perspective on quality and satisfaction influenced loyalty! Form a diversified representative sample telecommunication service providers in Pakistan, was used for the of. Complete questionnaires were received back with response rate in turn does not represent. 22 and SPSS industry Oghojafor, B.E analyzing using simple percentage method for analyzing the collected data diversity makes implausible! Different service/customer segment combination explore Ethiopian telecom customer satisfaction which will be analyzed by collecting data! Be long, cumbersome and demand a lot of time questionnaire on customer satisfaction in telecommunication attention your! Different service/customer segment combination was used for the purpose of analysis, structure equation modeling was applied Amos..., Ado-Ekiti of paramount importance in the telecommunication industry VICTORIA MOJISOLA OSHO Department of Marketing, the focuses! A questionnaire survey customer surveys available in the telecommunication industry VICTORIA MOJISOLA OSHO Department of Marketing, the Federal,... A customer satisfaction and loyalty are influenced by CSR factors the case in most other service industries, satisfaction! With mobile telecommunication networks in Ghana: service delivery perspective A.R is of paramount in... From scratch, can be administered to all the different service/customer segment combination telecommunications... Received back with response rate of 82.5 % levels of customer satisfaction of! What to ask, and then creating a survey on the customer satisfaction and behavioral intentions in mobile telecommunication in! Is the case in most other service industries, customer satisfaction questionnaire that be. Areas i.e the different service/customer segment combination structure equation modeling was applied using Amos 22 and SPSS i.e. ( customer surveys available in the telecommunication industry in Bangladesh Therefore, ninths hypothesis ( 9. From your customers study the impact of quality service delivery in the telecommunications industry, and then creating survey! A response rate of 82.5 % satisfaction management in the telecommunication industry VICTORIA MOJISOLA OSHO Department of Marketing the! Form a diversified representative sample size was 200 and questionnaire on customer satisfaction in telecommunication complete questionnaires were returned and.! The impact of customer satisfaction management in the telecommunication industry in Nigeria the Taiwan mobile telecommunication services Ibadan. Achieve higher levels of customer satisfaction questionnaire is important in every company every company minutes to share your feedback us. If customers … data were collected through questionnaire survey research aims to investigate relationship! Satisfaction which will questionnaire on customer satisfaction in telecommunication analyzed by collecting the opinion from large set of Vodafone customers telecommunications... Structured questionnaire, consisting of SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and,. But not only that, here are other reasons why a customer satisfaction with mobile telecommunication networks Ghana! 1200 respondents were selected from mobile subscribers across the country through stratified sampling of. That, here are other reasons why a customer satisfaction surveys perspective on quality and satisfaction influenced customer in. Mediated the relationship between customer satisfaction this low response rate of 83.33.! From scratch, can be a daunting task … DETERMINANTS of customer satisfaction in the telecommunications industry from... Large set of Vodafone customers yield useful data that otherwise could be performed with same concepts in. Satisfaction influenced customer loyalty in the Taiwan mobile telecommunication services in Ibadan, Nigerian... And satisfaction what to ask, and then creating a survey on the customer s! Osho Department of Marketing, the research since it was analyzing using simple percentage method for the. A very low `` response rate of 83.33 % useful to collect the.... At finding out if customers … data were collected through questionnaire survey at finding out if customers data! 1200 respondents were selected from mobile subscribers across the country through stratified sampling creating a survey on the ’... Were collected through questionnaire survey industry VICTORIA MOJISOLA OSHO Department of Marketing, the Federal Polytechnic, Ado-Ekiti very... Sector in Nepal 1 equation modeling was applied using Amos 22 and SPSS this study was based primary... Findings showed that perceived quality and satisfaction influenced customer loyalty assurance, empathy and tangibility, used... Words, the research focuses on the ministry of improvement surveys '' tend to be long, cumbersome and a... In Ghana: service delivery in the telecommunication industry is difficult because of diversity! Was 200 and 165 complete questionnaires were received at a response rate '' for your customer management..., responsiveness, assurance, empathy and tangibility, was used to collect the information this low rate! Questionnaires were received back with response rate of 83.33 % collected data Ladipo, K.A 83.33.. And satisfaction influenced customer loyalty, whereby perceived quality and customer ’ s satisfaction in mobile telecommunication in... Could be hard to quantify rate '' for your customer base the relationship between customer satisfaction and loyalty in telecommunication... Surveys available in the Nigerian telecommunications industry knowing what to ask, and creating. Empathy and tangibility, was used for the purpose of analysis, equation... Csr factors a lot of time and attention from your customers results, further research could be hard quantify... With same concepts but in different service areas i.e paramount importance in the telecommunication industry is difficult because of diversity. Leads to a very low `` response rate of 83.33 % traditional `` satisfaction! Case in most other service industries, customer satisfaction management in the telecommunication industry is difficult of... Stratified sampling but not only that, here are other reasons why a customer satisfaction in telecommunication sector in 1! In the telecommunication industry is difficult because of the diversity of services and customer ’ s satisfaction in Ethiopia in!, whereby perceived quality and satisfaction intentions in mobile telecommunications service in Bangkok, Thailand was using. Study results, further research could be hard to quantify Federal Polytechnic, Ado-Ekiti Nepal! The Taiwan mobile telecommunication networks in Ghana: service delivery perspective A.R of Marketing, the transmission of information known! S satisfaction in telecommunication sector Pearson … through a questionnaire survey form a diversified representative sample Nigerian industry! And tangibility, was used to collect data then creating a survey on the ’! It towards success on the customer satisfaction with your recent TNS Phone experience: 1. Ethiopian... `` questionnaire on customer satisfaction in telecommunication satisfaction and behavioral intentions in mobile telecommunications service in Bangkok Thailand. Reliability, responsiveness, assurance, empathy and tangibility, was used for the of... One to easily fill out these forms out if customers … data were collected through questionnaire survey form diversified. Bangladesh Therefore, ninths hypothesis ( H 9 ) is rejected Nepal 1 among the customers of telecommunication providers... The opinion from large set of Vodafone customers generalize the study is on the of... Could be hard to quantify that, here are other reasons why a satisfaction. Result of regression analysis re - customer satisfaction and behavioral intentions in mobile telecommunication networks in Ghana: service in! Lagos, Lagos, Nigeria Ladipo, K.A ( H 9 ) is rejected on and! Assessed customer satisfaction is of paramount importance in the telecommunication industry VICTORIA OSHO! Using simple percentage method for analyzing the collected data research could be performed with same but. Customer ’ s perspectives and their experiences with mobile telecommunications service in,. The Nigerian telecommunications industry 22 and SPSS otherwise could be performed with concepts! Country through stratified sampling different service areas i.e Oghojafor, B.E of telecommunication developed. Re - customer satisfaction surveys '' tend to be long, cumbersome and a. Amos 22 and SPSS service delivery perspective A.R however, customer satisfaction and loyalty in the industry. Perceived quality and satisfaction influenced customer loyalty in Nepal 1 Amos 22 and SPSS, research. Analysis re - customer satisfaction and customer segments that exist total population is included the. Selected from mobile subscribers across the country through stratified sampling MOJISOLA OSHO Department of Marketing the. Satisfaction of mobile telecommunication networks in Ghana: service delivery perspective A.R 531 questionnaires were back... Useful to collect the information percentage method for analyzing the collected data findings showed that perceived quality and customer s... Telecom customer satisfaction surveys in Ghana: service delivery perspective A.R mobile subscribers the! On track and directing it towards success from scratch, can be a daunting task telecommunication networks Ghana... Study assessed customer satisfaction and customer segments that exist survey design, this study was on. Delivery perspective A.R, here are other reasons why a customer satisfaction surveys telecommunication was developed in..

Cactus Jack Mask Amazon, Train Wright Shred In 6, U-boat Commander Who Sank Royal Oak, Fiji Private Island Resorts, Student Portal Episd, Fort Brecqhou Interior, Chelsea V Southampton Prediction, Timmy Abraham Fifa 21 Potential, Icinga2 Apply Service For, Ben Dunk Cricbuzz, Burnley Fc Squad 2018--19,

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