Appraisal of Customer Satisfaction with GSM Services in Dutsin-Ma, Katsina State, Nigeria

Abstract

This study appraised customer satisfaction with General System Mobile Communication (GSM) services in Dutsin-ma, Katsina state, Nigeria. The study employed survey method and used questionnaire as the instrument for data collection. The analysis was done using inferential statistics. Specifically, regression statistic test was used and analyzed using (SPSS 19.0) .The study revealed that; customers were not satisfied with the customer care services provided by GSM operators in Dutsin-ma. The study recommends that operators should invest heavily in human capital development by way of hiring quality staff and organizing training programmes  for their employees, and they should also purchase state of the art equipment (since most of their services are equipment based) to respond to and address customers complaints timely and accurately. It was also recommended that the regulatory bodies (Nigerian Communications Commission and others) should establish toll free hot lines through which subscribers can directly lodge their complaints promptly and can be addressed properly.

Keywords: Customer Satisfaction, Service, Customer Care, Dutsin-ma.