SERVICE QUALITY AND CUSTOMER LOYALTY IN THE TELECOMMUNICATION INDUSTRY: A CASE STUDY OF GLOBALCOM LTD, UYO.

SERVICE QUALITY AND CUSTOMER LOYALTY IN THE TELECOMMUNICATION INDUSTRY: A CASE STUDY OF GLOBALCOM LTD, UYO.

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ABSTRACT

This research is focused on the relationship between service quality and customer loyalty in Glo network Nigeria, Uyo.  The population of this study comprised the entire population Uyo, Akwa Ibom State out of which a sample of 400 respondents was selected.  The survey research design was used for the study and copies of structured questionnaire were administered on the sample.  The major objective of this study were to examine the relationship between reliability of telecommunication network and customer loyalty in Globalcom Nigeria, Uyo;  to ascertain the relationship between responsiveness to customer concerns and customer loyalty to the telecom network in Globalcom Nigeria, Uyo. For the objectives of this study to be achieved.  Five (5) hypotheses were formulated.  The data that were collected from the field were analysed using simple percentage and frequency, and the hypotheses were tested using Pearson Moment Correlation Coefficient.  The result revealed that there is positive relationship between responsiveness, reliability, empathy, tangibility, assurance and customer loyalty.  Based on the findings of the study, it is concluded that there is significant relationship between service quality customer loyalty in Glo network Nigeria, Uyo.  Consequently, it was recommended among others that Glo networks mobile operator should endeavour to sustain the quality of mobile service offered to clients in order to achieve brand loyalty.  This is because, service quality has been found to impact positively on customer loyalty. 

TABLE OF CONTENTS

                                                                                                                              PAGES

Title Page        -           -           -           -           -           -           -           -           -           -           i

Declaration      -           -           -           -           -           -           -           -           -           -           ii

Certification    -                       -           -           -           -           -           -           -           -           iii

Dedication      -           -           -           -           -           -           -           -           -           -           iv

Acknowledgements    -           -           -           -           -           -           -           -           -           v

Abstract          -           -           -           -           -           -           -           -           -           -           vii

Table of Contents       -           -           -           -           -           -           -           -           -           viii

List of Tables              -           -           -           -           -           -           -           -           -           x

CHAPTER ONE: INTRODUCTION

1.1              Background of the Study       -           -           -           -           -           -           -           1

1.2       Statement of the Problem       -           -           -           -           -           -           -           3

1.3       Objectives of the Study-         -           -           -           -           -           -           -           4

1.4       Research Questions     -           -           -           -           -           -           -           -           5

1.5       Research Hypotheses  -           -           -           -           -           -           -           -           6

1.6       Significance of the Study       -           -           -           -           -           -           -           6

1.7       Scope/Limitations of the Study-         -           -           -           -           -           -           7

1.8       Historical Background of Globalcom Nigeria-           -           -           -           -           7

1.9       Definitions of Terms   -           -           -           -           -           -           -           -           12

1.10     Organisation of the Study      -           -           -           -           -           -           -           13

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1       Service Quality:  An Overview           -           -           -           -           -           -           14

2.2       Definition of Service Quality -           -           -           -           -           -           -           17

2.3       Dimension of Service Quality -           -           -           -           -           -           -           19

2.4       Service Quality Gap Model    -           -           -           -           -           -           -           20

2.5       Impact of Service quality        -           -           -           -           -           -           -           21

2.6       Service Quality Perception     -           -           -           -           -           -           -           22

2.7       Service Quality and Customer Loyalty-         -           -           -           -           -           26

2.8       Determinants of Customers Loyalty-             -           -           -           -           -           27

2.9       New Trend in Customer Loyalty        -           -           -           -           -           -           28

2.10     Empirical Literature    -           -           -           -           -           -           -           -           31

CHAPTER THREE: RESEARCH METHODOLOGY

3.1         Research Design         -           -           -           -           -           -           -           -           33

3.2       Study Area      -           -           -           -           -           -           -           -           -           33

3.3       Population of the study          -           -           -           -           -           -           -           33

3.4       Sample Size/Sampling Technique       -           -           -           -           -           -           34

3.5       Research Instrument   -           -           -           -           -           -           -           -           35

3.6       Method of Data Collection -  -           -           -           -           -           -           -           35

3.7       Method of Data Analysis       -           -           -           -           -           -           -           35

3.8       Decision Rule  -           -           -           -           -           -           -           -           -           36

CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND INTERPRETATION

4.1       Data Presentation in Tables    -           -           -           -           -           -           -           37

4.2       Testing of Research Hypotheses-       -           -           -           -           -           -           42

4.3       Discussion of Findings           -           -           -           -           -           -           -           53

CHAPTER FIVE: SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

5.1       Summary of the findings        -           -           -           -           -           -           -           55

5.2       Conclusion -    -           -           -           -           -           -           -           -           -           55

5.3       Recommendations      -           -           -           -           -           -           -           -           56

REFERENCES          -           -           -           -           -           -           -           -           -           57

APPENDICES           -           -           -           -           -           -           -           -           -           61
LIST OF TABLES

Table 4.1:        Questionnaire administration and Response rate-      -           -           -           37

Table 4.2:        Respondents profile    -           -           -           -           -           -           -           37

Tables 4.3        Service Quality Determination -         -           -           -           -           -           39

Table 4.4         Responses to Customer Loyalty         -           -           -           -           -           40

Table 4.5         Result of PPMC correlation between responsiveness and customer

                         loyalty in Glo network of Uyo Metropolis -  -           -           -           -           42

Table 4.6:        Result of Correlation between reliability of telecom network and

                        customer loyalty in Globalcom Nigeria          -           -           -           -           45

Table 4.7:         Result of Correlation between assurance relationship with customer


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