Payment/Security Systems and Customer Satisfaction of Telecommunication Services in North-Central, Nigeria
DOI:
https://doi.org/10.51699/ijbde.v4i1.234Keywords:
Privacy and Security, Customer Satisfaction, Customer Value, Word of MouthAbstract
There are a lot of issues affecting telecommunication services in North-Central of Nigeria, which include; poor internet connectivity/accessibility, communication breaks, service delivery challenges, service speed, perceived value problems, brand commitment problems, and strong brand preference which has led to customer commitment issue, poor customer value, delay of service, lack of information backup, lack of interconnectivity, networks failure and negative word of mouth. Customer satisfaction is the end result of a customer's evaluation of the service or product's quality to their initial expectations. Customers also want to feel like they got their money's worth and have access to the greatest product or service available. Among the tactics for keeping consumers' trust include prompt and comprehensive responses to customer concerns and frequent one-on-one meetings, phone calls, letters, faxes, and emails. The importance of the services industry and the telecom sector in Nigeria's economy necessitates further research into how to boost the sector's ongoing expansion and, by extension, the country's economic performance. This study focused on determining the empirical relationship between payment/security systems and customer satisfaction of Telecommunication Services in North-Central, Nigeria. The aim was to examine relationship between payment/security systems and customer satisfaction of Telecommunication Services in North-Central, Nigeria. This study employed cross-sectional survey research design and quantitative methodological strand to gathered data with a population of forty three million six hundred and nine thousand and seventy four (43,609,074) and through Taro Yamane formula, the sample size was 400 customers simple randomly selected. The primary data were collected through well-structured questionnaire and Pilot study, confirmatory factor analysis and Cronbach Alpha were conducted to validate the instruments used in this study. The Structural Equation Model tool was adopted using SMARTPLS software package. With a beta value (β) of 0.740, a P-value of 0.00 < 0.05, and a T-Value of 5.773 > 1.96, the first structural path, which reflected the third hypothesis of the study, demonstrated an affirmative correlation between Privacy/Security and customer value of telecommunication companies in North-Central, Nigeria. The study's second hypothesis, which involved the second structural path, confirmed the existence of an affirmative correlation between privacy/security and word of mouth regarding telecommunication companies in North Central Nigeria. The beta value (β) was 0.718, with a p-value of 0.00 < 0.05 and a T-value of 4.692 > 1.96. From the findings, the study concluded that payment/security systems are substantially related to the measures of customer satisfaction. Based on the findings, the study recommended among others, management of Telecommunication Firms in North-Central, Nigeria should increase the use of privacy/security as a means of increasing word of mouth.
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