IMPACT OF GLOBAL SERVICE FOR MOBILE COMMUNICATIONS (GSM) ON CUSTOMER SATISFACTION (A STUDY OF KUJE MTN CUSTOMERS IN FCT, ABUJA)

The study examines the Impact of Global Service for Mobile Communications (GSM) on Customer Satisfaction (A Study of Selected MTN Customers in FCT, Abuja). The problem envisaged is the inability of the mobile communications service providers to give customers value for their money in this competitive edge. The research design adopted for this study is survey research design. The study population of the study covers the MTN subscribers in Abuja. 342 subscribers were randomly selected in Kuje Area Council as the sample size of the study. Data analysis and hypotheses test was conducted using Pearson correlation coefficient analysis which indicates that, there is a significant relationship between network quality and customer satisfaction in Kuje Area Council. The calculated correlation coefficient figures of (r= 0.367, n = 342, p = 0.000) which is less than 0.05 (5%), or (p < 0.05). Also, that there is a positive significant relationship between service delivery and customer satisfaction in Kuje Area Council. The calculated correlation coefficient figures of (r= -.126, n = 342, p = 0.003) which is less than 0.05 (5%), or (p < 0.05) is positive and significant. That, there is a positive significant relationship between pricing policy and customer satisfaction in Kuje Area Council. The calculated correlation coefficient figures of (r=0.426, n = 342, p = 0.003) which is less than 0.05 (5%), or (p < 0.05) In conclusion therefore, it was found that subscribers in the telecommunications industry will always need value for their money. It is therefore the duty of service providers to ensure its made available for the always. It is recommended that government should ensure that an Mobile Telecommunication service providers should ensure that, quality of service, service assurance, service empathy, service confidence, service reliability, service responsiveness and customers’ satisfaction with GSM service provision are constantly provided for customers in Abuja.