EKSU Journal of the Management Scientists

Impact of Service Quality on Customers’ Satisfaction among Globacom Subscribers in Offa Local Government

Abstract

Nigeria is not an exception to the fierce competition in the global telecommunications sector. In an attempt to gain market share, every company in the telecommunications sector has not given up on promoting its goods and services to the general public. It is against this backdrop that this research sought to empirically measure how service quality impacts on customers’ satisfaction among Globacom (GLO) users in Offa. The data used for this study were obtained using a structured survey questionnaire. The questions were close ended and the sample consists of 426 GLO subscribers in Offa, using a simple convenient sampling technique spread across Offa Local Government Areas.  The data obtained from the survey were analyzed using the Statistical Package for Social Sciences (SPSS), Version 20. The survey was restricted to subscribers using GLO. The result revealed that assurance and reliability have significant impact on customer satisfaction, while responsiveness has no significant impact on customers’ satisfaction. The study recommended that Globacom service providers should focus more attention on service quality so as to retain their exiting subscribers and the attracting new subscribers.