Change search
ReferencesLink to record
Permanent link

Direct link
Service Quality Relevance in Nigeria: Evidence from Zain Mobile
Blekinge Institute of Technology, School of Management.
2011 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesis
Abstract [en]

Customer satisfaction is an increasing challenge for telecommunication companies. In the last few years, the mobile telecom market has witnessed a substantial growth and rapid changes globally, as well as domestically in Nigeria. Customer satisfaction is a critical issue in the success of any business system. The purpose of this research is to evaluate “whether” and “how” ZAIN customers are satisfied or dissatisfied with the customer service provided at ZAIN outlets in Port Harcourt region with the help of service quality by the customers of the outlets. The research would be based mainly on quantitative method; i.e. questionnaire method using service quality and satisfaction attributes, along with literature review and personal interview results to develop the questionnaire. The Service Quality Gap which aims at measuring the customer satisfaction, by comparing their expectation and perception of service after experiencing the service, serves as the theoretical framework for the research. Moreover, SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modelling of the questionnaire for this research.

Place, publisher, year, edition, pages
2011. , 61 p.
Keyword [en]
Customer Service, SERVQUAL, service Quality
National Category
Business Administration
URN: urn:nbn:se:bth-3851Local ID: diva2:831165
Social and Behavioural Science, Law
Available from: 2015-04-22 Created: 2011-02-13 Last updated: 2015-06-30Bibliographically approved

Open Access in DiVA

fulltext(713 kB)66 downloads
File information
File name FULLTEXT01.pdfFile size 713 kBChecksum SHA-512
Type fulltextMimetype application/pdf

By organisation
School of Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 66 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 78 hits
ReferencesLink to record
Permanent link

Direct link