Telecommunication service and Customers satisfaction in Hormuud and Somafone Companies in Mogadishu, Somalia
Loading...
Date
2012-01
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, College of Economics & Management.
Abstract
This study sought to establish the relationship between telecommunication service and customer satisfaction in Hormuud and Somafone. The study was guided by four research objectives; to determine the demographic characteristics of the respondents in terms age, gender, educational level and number of years experience in telecommunication service; to determine the level of telecommunication service; to determine the level of customer satisfaction and to establish whether there is significant relationship between telecommunication service and customer satisfaction in Hormuud and SomafoneJt utilized descriptive correlation survey design using questionnaire as the research instruments. The population size was 140 and a Sample size of the respondents 72 customers and 32 staff of Hormuud and Somafone equally; stratified random sampling method was used to identify the respondents. The data collected was analyzed using SPAS for means to determine level of dependent and independent variables, using Person’s Linear Correlation Coefficient the correlation between two variables were determined. The findings discovered that there is positive relationship between telecommunication services and customers satisfaction. It was concluded that the null hypothesis rejected and recommended that Telecommunication companies should improve the internet service in order to increase customer satisfaction
Description
A thesis presented to the College of Higher Degrees and Research Kampala International University Kampala, Uganda In partial fulfillment of the requirements for the Degree of Master of Business Administration in Information Technology
Keywords
Telecommunication service, Customers satisfaction, Mogadishu, Somalia