The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

Benign prostatic hyperplasia : Part 1- diagnosis

Peer reviewedPublisher PD

Labor requirements and profitability of alternative soil fertility replenishment technologies in Zambia

Low soil fertility is a major concern in agricultural productivity and development policy discourse in sub-saharan Africa. The problem is exacerbated by government withdrawal from fertilizer input markets and the inability of private sector operators to fill the gap. This warranted a search for other nutrient sources to supplement chemical fertilizers. Based on field data collected in Zambia, this study assessed the labor inputs implications of “improved tree fallows”, continuous maize cropping with and without mineral fertilizer and, evaluated the financial profitability of the different land use systems. Results show that agroforestry-based land use systems are more profitable (NPV between $233 and$309 per ha) than farmers’ practice of continuous maize production without external fertilization ($130/ha) but, they are less profitable than mineral fertilizer ($499). When the effects of the 50% government subsidy on fertilizers are taken into account, the differences in the profitability of fertilizers over improved tree fallows falls from 61% to 13%. The returns per person labor-day is $3.20 for fertilizer and$2.50, $2.40, and$1.90 respectively, for the three agroforestry options evaluated and only $1.10 for unfertilized maize. These returns compare with a daily agricultural wage of$0.50 in the study area. Key determinants of financial attractiveness and by extension, potential adoptability of the land use systems were identified. Given the low rate (20%) of farmers in Zambia who have access to fertilizers, there is a large niche to integrate other soil nutrient replenishing options with fertilizer to improve food security and reduce poverty among resource-poor smallholder farmers in Africa.Agroforestry, improved tree fallows, financial analysis, Production economics, Southern Africa, Sustainable agriculture, Agricultural and Food Policy, Community/Rural/Urban Development, Consumer/Household Economics, Environmental Economics and Policy, Farm Management, Food Consumption/Nutrition/Food Safety, Food Security and Poverty, Land Economics/Use, Production Economics, Research and Development/Tech Change/Emerging Technologies,

Exile and the Creative Imagination

'Exile and the Creative Imagination' is a personal meditation on the pain and productive potential of exile from one of Nigeria's most internationally renowned artists, poets, and cultural critics. The text explores the genesis and development of the exile theme in Oguibe's poetry and visual art production

Africa must industrialise and trade more to achieve the #SDGs

With a lack of clarity around how the Global Goals for Sustainable Development will be financed, LSE Visiting Fellow Olu Fasan argues that it will be up to African nations to mobilise resources through industrialisation and trade

Potential of Orange Peel Ash as a Cement Replacement Material

The potential of Orange peel ash (OPA) as a cement replacement material was investigated with focus on the effect of OPA content on the physicomechnical properties such as consistency, setting times, soundness, compressive and flexural strengths of OPA-cement blend for cement replacement between 2.5-10% at 2.5% interval. The optimal calcination temperature and time of orange peel (OP) was achieved by calcining the OP at various temperature between (600 °C, 700 °C, 800 °C) and time (1 hr. and 2 hrs.) respectively. The chemical compositions of the various orange peel ashes were determined using X-ray fluorescence equipment and the optimal conditions was obtained at 600 °C and 2 hours. The consistency and setting time tests were conducted with a Vicat apparatus on the binary cement pastes in accordance to ASTM standards. Results indicated an increase in the water required for consistency as the OPA content was increased from 2.5-10 % which was attributed to the unburnt carbon content present in the ash. Similarly, a gradual increase in the cement replacement with OPA resulted in a prolonged setting time which was could be attributed to the diminution of the clinker content and the higher water requirement for normal consistence. The soundness of the OPA cement blend experienced an increase in free lime content as the OPA content rose from 2.5-10 %. Both compressive and flexural strengths were found to decrease as the OPA content was gradually increased whereas an increase in the strengths were observed as the curing days progressed. It was also observed that 5% cement replacement with OPA did not adversely affect the strength in comparison to the OPC control due to the pozzolanic reaction which resulted in the enhanced strengths especially at 28 days

Brexit: why Africa will lose a voice in Brussels but gain the best of both worlds

The recent British referendum results have unleashed considerable panic and anxiety both in and out of Europe. Olu Fasan explores what a British exit from the EU could mean for African trading partnerships

Nigeria’s import restrictions: A bad policy that harms trade relations

Olu Fasan argues that import restrictions are not the best way of dealing with import dependency

Globalisation and Africa’s development: The Limits of an Inward-Looking Economic Policy

The African continent would do well to adapt to the opportunities and challenges of globalisation rather than engage in a policy of self-sufficiency which could set it back in the world economy, argues LSE Visiting Fellow, Olu Fasan