AN EMPIRICAL ANALYSIS OF CUSTOMER COMPLAINT MANAGEMENT SYSTEMS AND THEIR INFLUENCE ON CUSTOMER SATISFACTION IN THE SMART PHONE INDUSTRY: A CASE STUDY OF UYO, AKWA IBOM STATE, NIGERIA.

The objective of this study was to examine the influence of customer complaint management on customer satisfaction of smart phone industry in Akwa Ibom State. To achieve this objective, the main source of data was through primary sources with the use of a questionnaire. The researcher adopted the survey research design approach and data were collected from 368 respondents drawn from the smart phone customers’ base. A total number of 322 copies of the questionnaire were retrieved in useable form representing 87.3 percent of data analyzed using the Simple Regression Model (SRM). Data generated from the study were processed using descriptive and inferential statistics and hypotheses tested at 0.05 level of significance. Findings revealed that customer complaint management had significant influence on customer satisfaction of Smart Phones industry in Akwa Ibom State. Thus, the study recommended that the managers of smart phone firms should establish and implement structured complaint management systems that facilitate prompt responses to customer grievances. These systems should include clear protocols for receiving, tracking and resolving complaints efficiently