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Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana

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  • Anthony Freeman Mensah

    (Lecturer,University of Education, Winneba,College of Technology Education, Kumasi.)

Abstract

The paper examines customer satisfaction and complaint responses towards Mobile telephony services. The study was a cross-sectional survey involving customers from two mobile telephony industries. A self-administered structured questionnaire was used to collect primary data and it was analysed using SPSS (version 16.0). The findings are that customer satisfaction rating differed according to the mobile network, and that previous dissatisfaction significantly influences complaining behaviour. Again, complaining behaviour is more prevalent among dissatisfied customers than satisfied ones. Moreover, it was found that dissatisfaction is not a necessary condition for complaining and that some customers may complain for several reasons even though they are satisfied. Implications and limitations are discussed. This paper contributes to providing empirical evidence on the much limited needed area of consumer complaining behaviour in the context of telephony industry in developing economies.

Suggested Citation

  • Anthony Freeman Mensah, 2012. "Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana," International Journal of Business and Social Research, LAR Center Press, vol. 2(4), pages 179-194, August.
    • Handle: RePEc:lrc:larijb:v:2:y:2012:i:4:p:179-194
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    References listed on IDEAS

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    1. Maute, Manfred F. & Forrester, William Jr., 1993. "The structure and determinants of consumer complaint intentions and behavior," Journal of Economic Psychology, Elsevier, vol. 14(2), pages 219-247, June.
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    Cited by:

    1. Vaishali Singh & Amit Jain & Sapna Choraria, 2016. "Exploring the Role of Complaint Handling among Complaining Consumers," Vision, , vol. 20(4), pages 331-344, December.

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