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Effect Of Customer Service On Corporate Competitive Advantage In The Nigerian Telecoms Service Industry

Author

Listed:
  • Patrick Kunle Adeosun LADIPO

    (University of Lagos Nigeria)

  • Ismail Tubosun AREBI

    (University of Lagos Nigeria)

  • Olushola Solomon AKEKE

    (University of Lagos Nigeria)

  • Babatunde BISIRIYU

    (University of Lagos Nigeria)

Abstract

This study is carried out to examine the effect of customer service on the corporate competitive advantage from the perspective of selected firms in the Nigerian telecom service industry. It was a quantitative study under which suitable research methods were utilized. A sample of 420 was drawn from the 22.6 million population of telecom service subscribers in Lagos state, Nigeria. A Cronbach Alpha statistical coefficient was used to ensure the consistency and accuracy of the questionnaire instrument. The finding reveals that customer service components such as quality call network, fast data connection, customer correspondence, customer support and warranty are significantly related to achieving a competitive advantage in the Nigerian Telecom service industry. However, the fast data connection is identified as customers' reasons for choosing one telecom service provider over another. Therefore, the study recommends that customer service should be improved upon for the firms in this industry to achieve significant growth and sustainability.

Suggested Citation

  • Patrick Kunle Adeosun LADIPO & Ismail Tubosun AREBI & Olushola Solomon AKEKE & Babatunde BISIRIYU, 2021. "Effect Of Customer Service On Corporate Competitive Advantage In The Nigerian Telecoms Service Industry," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 212-229, November.
    • Handle: RePEc:aio:manmar:v:xix:y:2021:i:2:p:212-229
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    References listed on IDEAS

    as
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    3. Ugochukwu Okwudili Matthew & Jazuli S. Kazaure & Ohabuiro John & Khalid Haruna, 2021. "Telecommunication Business Information System and Investment Ecosystem in a Growing Economy: A Review of Telecom Investment in Nigeria," International Journal of Information Communication Technologies and Human Development (IJICTHD), IGI Global, vol. 13(2), pages 1-20, April.
    4. Desfitrina Desfitrina & Zulfadhli Zulfadhli & Widarti Widarti, 2019. "Good Service Strategies Affect Competitive Advantage," International Review of Management and Marketing, Econjournals, vol. 9(6), pages 135-144.
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    More about this item

    Keywords

    customer service; quality call network; fast data connection; customer correspondence; customer support; warranty; corporate competitive advantage;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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