Determinants of Mobile Subscribers Satisfaction: A Case Study University of Port Harcourt

Abstract:

Mobile subscribers’ satisfaction constitute a critical success factor among competitors in the telecommunication industry. The dynamics of this phenomenon in the University of Port Harcourt has given rise to an ambivalence of subscribers’ milieu of choices; with them acquiring multiple simcards on one hand, and choosing a single simcard on the other. Either way, their quest for satisfaction appear to be a wild-goose chase. Consequently, this paper examined the determinants of mobile subscribers’ satisfaction vis-à-vis the University of Port Harcourt. Based on a common parlance definition of these determinants, derived through descriptive research, six variables were identified and tested as dependent variables of mobile subscribers’ satisfaction. For the purpose of this study, a sample size of two-hundred (200) respondents was selected from Choba and Abuja campuses of the University of Port Harcourt through random sampling technique, and data were obtained using a Structured Likert Scale questionnaire where respondents tick (√) either in negation or affirmation of the item. The results revealed four of the variables as having a positive correlation with mobile subscribers’ satisfaction while two recorded a negative correlation. An outcome which gives credence to ‘prompt and affordable connectivity’; ‘24 hours affordable internet connectivity’; worldwide connectivity spectrum’ and ‘proliferation of freebies outlets’ as determinants of ‘mobile subscribers satisfaction’. At the same time, the study makes a mute point of the often touted allusions of an existing nexus between mobile subscribers satisfaction and a telecommunication service provider’s ‘toasted brand name-cum-indigenous outfit patronization syndrome’ .In the main, the work constitutes an added voice to the call for a pro-active regulatory body that would irrespective of the service provider a subscriber patronizes be able to ensure that mobile subscribers are always provided with an equally affordable, hitch-free connectivity that smacks of uniformity of service.

• Periodical: Advanced Engineering Forum (Volume 32)
• Pages: 75-83
• DOI: https://doi.org/10.4028/www.scientific.net/AEF.32.75
• Online since: April 2019
• Authors: Ugochukwu Kamalu*, Ilolighata Tamarapreye Okoko
• Keywords: Customers, Determinants, Mobile, Providers, Satisfaction, Service, Subscribers, Telecommunication, Variables

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