Customer Perception of Telecommunication Service Delivery. A Case Study of Mobile Telecommunication Network (MTN Ghana)

Abstract

This Master's thesis sought to examine customer perception of Mobile Telecommunication Network (MTN Ghana's) service delivery. The main objective was to find out whether customers were satisfied with services rendered. The study was a survey that used both qualitative and quantitative approaches. A structured questionnaire was developed, pre-tested and personally administered to target population of MTN. A purposive sampling method was used. The sample size chosen was one hundred (100). The survey revealed that a significant number of customers of MTN were not satisfied with services delivered by MTN, and would not be ready to recommend MTN to other people. Though majority of the sample size was of the view that MTN had improved on its quality service delivery, they were also of the view that MTN is not doing better than any of the telecommunication network providers. A significant number of respondents would opt for other network because of low call cost, fast internet connectivity, good customer service and good network connectivity. It was also revealed that, majority of customers of MTN sampled did not think that MTN provided a more competitive service in terms of quality. On their recommendations for improvement in the services and products of MTN, respondents suggested that MTN should improve on network coverage and also provide lower cost of services to its scribers. A significant number of respondents called for contact centres to pay swift attention to the needs of its customers' complaints and follow up on customer complaints till they are resolved in order to boost efficiency.