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Customer care effectiveness and the performance of telecommunication industries in Nigeria

Alfred, Lydia and Edogbanya, Adejoh (2016) Customer care effectiveness and the performance of telecommunication industries in Nigeria. In: International Conference on Government & Public Affairs 2016 (ICOGPA2016), October 5th - 6th, 2016, School of Government, Universiti Utara Malaysia (UUM), Sintok, Kedah, Malaysia.

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This paper examined the importance of customer care unit, the retention of service users and the volatilities of Tele-communication companies in Nigeria.This paper attempt to find the relationship between customer service and the patronage of the service users of Telecommunication companies in Nigeria. This article is based on data obtained from survey and literature in the context of customer’s service delivery, marketing and customer’s retention. Recommendations were made amongst which are; provision of proper guidelines on customer service delivery, training and retraining of customer care representatives and taking into consideration the complaints by the service users and improving on the quality of service delivery.This recommendation is a result that marketing focuses on customer needs, want, preference, attitudes and lifestyles.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-983-44661-7-6 Organized by: School of Government, Universiti Utara Malaysia (UUM), Sintok Kedah, Malaysia
Uncontrolled Keywords: Customer service, customer satisfaction, customer loyalty and customer care effectiveness.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce
Divisions: School of Government
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 18 Dec 2016 08:19
Last Modified: 18 Dec 2016 08:19

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