Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana
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| Title | Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana |
| Authors | |
| Abstract | The paper examines customer satisfaction and complaint responses towards Mobile telephony services. The study was a cross-sectional survey involving customers from two mobile telephony industries. A self-administered structured questionnaire was used to collect primary data and it was analysed using SPSS (version 16.0). The findings are that customer satisfaction rating differed according to the mobile network, and that previous dissatisfaction significantly influences complaining behaviour. Again, complaining behaviour is more prevalent among dissatisfied customers than satisfied ones. Moreover, it was found that dissatisfaction is not a necessary condition for complaining and that some customers may complain for several reasons even though they are satisfied. Implications and limitations are discussed. This paper contributes to providing empirical evidence on the much limited needed area of consumer complaining behaviour in the context of telephony industry in developing economies. |
| Publisher | International Journal of Business and Social Research |
| Date | 2013-07-03 |
| Source | 2164-2540 |
| Rights | This is an open access journal which means that all content is freely available without charge to the user or his/her institution. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles in this journal without asking prior permission from the publisher or the author. |