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Assessing efficiency of service quality on consumers retention in Nigerian mobile service industry


Sarkindaji, Bashir Danlami and Hashim, Noor Azmi and Abdullateef, Aliyu Olayemi (2015) Assessing efficiency of service quality on consumers retention in Nigerian mobile service industry. Mediterranean Journal of Social Sciences, 6 (1). pp. 195-203. ISSN 2039-9340

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Abstract

This study examines the influence of service quality on retention through a mediating effect of customer satisfaction in the Nigerian mobile services industry.Based on a survey of 203 undergraduate students, questionnaires administered were analysed using SPSS statistical software to test the stated hypotheses.Findings revealed that innovativeness, technological competence and customer responsiveness have significant positive effect on customer retention. However, innovation was found to have more effect on satisfaction.Results also revealed that the effect of service quality dimensions on students’ retention of mobile services is partially mediated by their satisfaction.This study recommended that organizations should design and implement appropriate service quality strategies capable of satisfying changing customers’ needs and preferences.

Item Type: Article
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Retention, Responsiveness, Mediator
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Dr. Noor Azmi Hashim
Date Deposited: 22 Sep 2016 07:10
Last Modified: 22 Sep 2016 07:10
URI: http://repo.uum.edu.my/id/eprint/18638

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