Customers Perception of Service Quality in the Nigerian Telecommunication Sector


  • Kehinde Osotimehin Department of Business Administration Olabisi Onabanjo University, Ogun State
  • Banjo Ally Hassan Department of Business Administration Olabisi Onabanjo University, Ogun State
  • Hassanat Abass Department of Business Administration Olabisi Onabanjo University, Ogun State


This study examines the customers’ perception of service quality in the Nigerian telecommunication sector. Data for the study was generated through questionnaire administered on a random sample of 250 undergraduate students spread across two public owned state Universities in Ogun State, South-West, Nigeria. The data was subjected to descriptive statistics. One Sample Test statistic was employed in testing hypothesis. The results of the study revealed that there was a positive and significant relationship between service quality and both, customer satisfaction and customer loyalty, and also service quality is considered as a major factor in choosing telecommunication service provider in Nigeria. Further, the study revealed that the quality of service customers received from their service providers in terms of prompt service delivery, reliability, improved service, availability of effective and efficient customer care to assist customers help in assessing their rate of satisfaction.


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