Article Sidebar
Published:
Nov 15, 2018DOI:
10.4314/njt.v37i4.33Keywords:
Article Details
Copyright belongs to the Faculty of Engineering, University of Nigeria, Nsukka, Nigeria
The contents of the articles are the sole opinion of the author(s) and not of NIJOTECH.
NIJOTECH allows open access for distribution of the published articles in any media so long as whole (not part) of articles are distributed.
A copyright and statement of originality documents will need to be filled out clearly and signed prior to publication of an accepted article. The Copyright form can be downloaded from https://www.nijotech.com/downloads/COPYRIGHT%20FORM.pdf while the Statement of Originality is in Statement of Originality.pdf (nijotech.com)
For articles that were developed from funded research, a clear acknowledgement of such support should be mentioned in the article with relevant references. Authors are expected to provide complete information on the sponsorship and intellectual property rights of the article together with all exceptions.
It is forbidden to publish the same research report in more than one journal.
Main Article Content
Consumers’ preference and satisfaction of GSM service providers among students of tertiary institutions in Lagos State, Nigeria
Abstract
This study contributes to intellectual discuss on consumer preference and satisfaction for GSM service providers in the context of students of tertiary institution in Lagos State, Nigeria. Using primary data, the study provide answer to four research questions and tested four hypotheses with a view to establish the influence of consumers’ preference and satisfaction of GSM service providers in Nigeria. The findings revealed a significant positive relationship between service assurance, service empathy, service reliability, service responsiveness and customers’ satisfaction of GSM service provision among students of tertiary institution in Lagos State. Also, the study also indicated that all variables accounted for 64% of the variance in service satisfaction (R2 = .645; F = 20.400, P = .000). Nonetheless, service reliability (β = .267, t = 3.439, p = .001) was found to have the greatest influence on service satisfaction followed by service assurance (β = .170, t = 2.987, p = .005) and service responsiveness (β = .135, t = 2.056, p = .046). On the other hand, only service empathy was not found to have influence service satisfaction.
Keywords: Consumer preference, customer satisfaction, assurance, responsiveness, reliability
