Effect of Innovative Customer Services on the Experience of EndUsers in Telecommunication Industry

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dc.contributor.authorMuritala Arowolo Alao
dc.date.accessioned2024-07-12T10:02:28Z
dc.date.available2024-07-12T10:02:28Z
dc.date.issued2023-07-31
dc.description.abstractNigerians 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.
dc.identifier.citationArowolo, 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
dc.identifier.urihttps://kwasuspace.kwasu.edu.ng/handle/123456789/1527
dc.language.isoen_US
dc.publisherAfrican Journal of Management and Business Research
dc.titleEffect of Innovative Customer Services on the Experience of EndUsers in Telecommunication Industry
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