Company’s service quality and customer satisfaction in telecommunication companies: a case of mobile telecommunication network, Hai cinema Juba central equatoria state, south Sudan

Abstract

The study was about Company’s Service Quality and Customer satisfaction in telecommunication companies using Hai Cinema Juba Central Equatoria State South Sudan as a case study. The study based on the following objectives: i. To establish how service tangibility have contributed to the reduction of customers’ queues at MTN, ii. To investigate how service reliability contributes to timely communication at MTN iii. To examine how Responsiveness ensures customer loyalty at MTN. The study adopted a cross sectional with both qualitative and quantitative approaches; it used a population of 51 with a sample size of 45 computed using Sloven’s formula. The study used random sampling, purposive sampling and census sampling techniques. Self-Administered Questionnaire and interview guide were the main data collection instruments. The study findings indicated that, Hai Cinema Juba Central Equatoria State serves its customers what they want at any time, services are closer to customers and customers access the facilities at any time, services provided by MTN are accessible by the customers, they create trust, more convenient and they have reduced personal inquiries and complaints. The study results also revealed that responsiveness improves the quality of services, reduces cost of waiting for services and reduces the acts of electronic voucher theft. It was further revealed that, MTN has developed various service delivery programs. In conclusion, the study revealed that, service tangibility contributes 42% to reduction of customers’ queues, the study revealed that, service reliability contributes 75% to timely communication and it was also revealed that, service reliability contributes 56% to quick service delivery. It was recommended that MTN should adopt the SERVQUAL model as advanced by Parasuraman, Zeithaml and Berry (1985). It should also give priority to improve physical asset like service machines and employing more service staffs and giving training to employees and provide the service at the time it is promised to do so and not to make them wait in lines, Based on the findings of this study, MTN should introduce many lines of customer care such as toll free lines and on social media. It should also train its employees to improve their ability to give prompt service, and willingness to help customers, MTN should provide skills and knowledge of its staff through workshops and seminars in order to make them competent enough to deliver quick services and have the customers’ best interest at heart.