EFFECT OF CUSTOMER SERVICE ON CORPORATE COMPETITIVE ADVANTAGE IN THE NIGERIAN TELECOMS SERVICE INDUSTRY
This study is carried out to examine the effect of customer service on the corporate competitive advantage from the perspective of selected firms in the Nigerian telecom service industry. It was a quantitative study under which suitable research methods were utilized. A sample of 420 was drawn fr...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universitaria Press Craiova
2021-11-01
|
| Series: | Management & Marketing |
| Subjects: | |
| Online Access: | https://www.mnmk.ro/documents/2021_2/5-10-2-21.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | This study is carried out to examine the effect of customer service on the
corporate competitive advantage from the perspective of selected firms in the
Nigerian telecom service industry. It was a quantitative study under which
suitable research methods were utilized. A sample of 420 was drawn from the
22.6 million population of telecom service subscribers in Lagos state, Nigeria.
A Cronbach Alpha statistical coefficient was used to ensure the consistency
and accuracy of the questionnaire instrument. The finding reveals that
customer service components such as quality call network, fast data
connection, customer correspondence, customer support and warranty are
significantly related to achieving a competitive advantage in the Nigerian
Telecom service industry. However, the fast data connection is identified as
customers' reasons for choosing one telecom service provider over another.
Therefore, the study recommends that customer service should be improved
upon for the firms in this industry to achieve significant growth and
sustainability. |
|---|---|
| ISSN: | 1841-2416 |