EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN 9MOBILE NIGERIA

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dc.contributor.authorUSMAN, Sahabi
dc.date.accessioned2021-06-08T14:26:42Z
dc.date.available2021-06-08T14:26:42Z
dc.date.issued2020-03
dc.descriptionA DISSERTATION SUBMITTED TO THE SCHOOL OF POSTGRADUATE STUDIES AHMADU BELLO UNIVERSITY IN PARTIAL FULIFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MASTER OF SCIENCE DEGREE IN BUSINESS ADMINISTRATION DEPARTMENT OF BUSINESS ADMINISTRATION, ABU BUSINESS SCHOOL, AHMADU BELLO UNIVERSITY ZARIA, NIGERIAen_US
dc.description.abstractService oriented organizations are increasingly becoming the order of the day globally, hence there is increasing demand for the services of Telecommunication companies as well as increasing concern for the quality of the services provided especially as they affect customer satisfaction. This study investigated the effect of service quality on customer satisfaction in 9mobile Nigeria. Survey research design was employed in the study. Primary data was collected through self-administered questionnaire issued to the respondents using purposive sampling technique. The data was collected from a sample of 499 subscribers of 9mobile Nigeria. Partial Least squares – Structural Equation Model (PLS – SEM) was used to analyze the data collected. PLS - SEM was also used to test the hypotheses formulated for the study. The findings revealed that reliability and tangibility have positive and significant effect on customer satisfaction while assurance, empathy and responsiveness have positive but insignificant effect on customer satisfaction. The study recommended the need for 9mobile Nigeria to invest more in technology and training of staff to enhance high quality services and increase customer satisfaction.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/12432
dc.language.isoenen_US
dc.subjectEFFECT,en_US
dc.subjectSERVICE QUALITY,en_US
dc.subjectCUSTOMER SATISFACTION,en_US
dc.subject9MOBILE NIGERIA.en_US
dc.titleEFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN 9MOBILE NIGERIAen_US
dc.typeThesisen_US
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