Effect of Innovative Customer Services on the Experience of EndUsers in Telecommunication Industry
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Date
2023-07-31
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African Journal of Management and Business Research
Abstract
Nigerians keeps different Sims cards from telecom service providers due to poor service quality.
Network congestions, calls drops, service failure and connections problem are some of the
customers experience. Thus, the study examines the influence of innovative customer service on
end-users experience in Nigeria Telecommunication industry. Specifically, the study determined
the extent to which interactive customer service affect customer satisfaction; evaluate the
influence of supportive services innovation on improve customer loyalty. Quantitative method
was used and survey design was adopted for this study. Validated structured questionnaire was
used to elicit information from the respondents. Descriptive and inferential statistics was used to
analyse the collated data. The findings revealed that interactive customer service and supportive
services innovation are both significant in predicting customer satisfaction and customer loyalty.
The study concluded that innovative customer service statistically significance in influencing enduser experience. The study recommended that network service providers should improve service
quality, imbibed culture of sustainable signal and developing innovative service to meet
customers’ needs and demands.
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Citation
Arowolo, A. M. (2023). Effect of Innovative Customer Services on the Experience of End-Users in Telecommunication Industry. African Journal of Management and Business Research, 11(1), 110–133. Retrieved from https://publications.afropolitanjournals.com/index.php/ajmbr/article/view/552