Open AccessService quality and preference for Mobile Telecommunic- ations Service providers among students of Tertiary Institutions in Lagos State
Author(s) -
Adedayo Mathias Opele,
Oluwaseyi Joseph Afolabi,
Hezekiah Olufemi Adetayo
Publication year - 2020
Publication title -
nigerian journal of technology
Language(s) - English
Resource type - Journals
eISSN - 2467-8821
pISSN - 0331-8443
DOI - 10.4314/njt.v39i2.18
Subject(s) - service provider , service (business) , business , service quality , preference , gsm , empathy , mobile service , service delivery framework , telecommunications , marketing , computer science , psychology , social psychology , mathematics , statistics
The study examined the influence of service quality on preference for mobile telecommunication (GSM) service providers among students of tertiary institutions in Lagos State. Specifically, the study determined the influence of service assurance on preference for GSM service provider and assessed the influence of service empathy on preference for GSM service providers among students of tertiary institutions in Lagos State. Findings from the study revealed that service assurance positively and significantly influenced preference for mobile telecommunication (GSM) service providers among students of tertiary institutions (Adj. R2 = .008, F (8,1051) = 2.110, p <.05). Also, findings from the study indicated that empathy positively and significantly influenced preference for mobile telecommunication (GSM) service providers among students of tertiary institutions (Adj. R2 = .008, F (8, 1051) = 2.110, p <.05). The study concluded that increased service quality led to increased preference for GSM service providers among students of tertiary institutions in Lagos State. Thus, an increase in service quality led to an increase in preference for GSM service providers among students of tertiary institutions in Lagos State. Therefore GSM service providers should improve on service assurance and service empathy to enhance consumers’ preference.
Keywords: Service quality, customer preference, assurance, empathy, telecommunication