SERVICE QUALITY DIMENSIONS AND ORGANISATIONAL RANKING IN THE TELECOMMUNICATION SUB-SECTOR IN NIGERIA: A CASE OF FOUR MAJOR TELECOM COMPANIES

Abstract

Accurate identification of service quality dimensions goes a long way in preparing any organization towards satisfying its customers which is necessary for increased loyalty. This paper identifies the pertinent service quality dimensions amongst customers of four leading telecommunication companies in Nigeria. Customers' rankings of extant service quality dimensions were analyzed using excel. The results show the responsiveness, up to date equipment that can deliver reliable services, and trust as the most highly ranked service quality dimensions preferred by customers of the study area. It was recommended that Service providers in the telecommunication industry should ensure that service staff increase the level and promptness of their response to customers inquiries and complaints, acquire latest technology equipment that is reliable and that service staff should demonstrate high levels of empathy, integrity and good human relations in their dealings with customers.