Customer Service Practices, Firm Commitment and Retention

Abstract

The study is aimed at customer service practices, firms’ commitment and retention in the greater Accra Region using Mobile Telecommunication Network (MTN) as a case study. The paper went further to examine the relationship between the three variables customer service practices, firms’ commitment and retention. The study adopted both qualitative (case study) and quantitative methods respectively. MTN was selected to gather data, which was acquired from answers obtained from our administered questionnaire. The population of the survey constituted the management and non-management staff and customers of MTN in Ghana. Hypotheses of the study will be analyzed using correlation and regression. Results of the study show that there are high positive correlation between the constructs of customer service practices, firm commitment and retention.

Key words: Customer service practices, firms’ commitment, retention, telecommunication institution.