Effect of Innovative Customer Services on the Experience of End-Users in Telecommunication Industry
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Abstract
Nigerians keep different Sims cards from telecom service providers due to poor service quality. Network congestion, call drops, service failure and connections problem are some of the customers' experiences. Thus, the study examines the influence of innovative customer service on end-users' experience in Nigeria's Telecommunication industry. Specifically, the study determined the extent to which interactive customer service affects customer satisfaction; evaluate the influence of supportive services innovation on improving customer loyalty. Quantitative method was used and survey design was adopted for this study. Validated structured questionnaire was used to elicit information from the respondents. Descriptive and inferential statistics were used to analyse the collated data. The findings revealed that interactive customer service and supportive services innovation are both significant in predicting customer satisfaction and customer loyalty. The study concluded that innovative customer service is statistically significant in influencing end-user experience. The study recommended that network service providers should improve service quality, imbibed culture of sustainable signal and developing innovative services to meet customers’ needs and demands.
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