EFFECTIVENESS OF INNOVATIVE CUSTOMERS SERVICE AS AID TO INCREASING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS INDUSTRY
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EFFECTIVENESS OF
INNOVATIVE CUSTOMERS SERVICE AS AID TO INCREASING CUSTOMER SATISFACTION IN
TELECOMMUNICATIONS INDUSTRY
CHAPTER ONE
INTRODUCTION
1.1 Background of the
Study
Before now, the self-service and automated customer service
has allowed companies to reduce costs while handling the ever-increasing
transactions effectively.However, the advent of innovation and the changing
profile of customers who are becoming increasingly mobile and no longer reliant
on a single communication device. This means that, reactive customer service
model is beginning to look out dated and less effective to modern customers’
needs.
Telecommunication companies are realizing that customer
interaction service must be replaced by a more proactive approach that
recognizes the growing user-centricity of customer communications network.
With the paradigm shift, telecommunication companies that can
move quickly to respond to this change can gain market share, as well as reduce
customer churn, by enhancing the experience of customers who now expect prompt
and accurate services anytime and anywhere.
Research has identified a core set of attributes and actions
of successful customer service organizations within the market economy.
Regardless of whether these organizations provide goods or services, they
recognize that satisfied customers are the key to their success. Customer
satisfaction drives successful businesses. Telecommunication companies should
develop principles and strategies for achieving customer satisfaction.
1.2 Statement of the
Problem
The apparent customer dissatisfaction, especially in the
telecommunication industries in Nigeria cannot be over emphasized. Lack of
creativity and innovative approach to satisfying customers’ expectation to suit
their ever changing needs is a challenge faced by most telecommunication
industries in Nigeria.
1.3 Objectives of the
Study
The study strives to achieve the following objectives;
1. To define
innovative customer service and how it can effectively satisfy customers in
telecommunication industry.
2. To
dramatically improve customer satisfaction in telecommunication industries.
3. To identify
the loop holes associated with customer service as an aid to effective customer
satisfaction.
1.4 Research
Questions
In lieu of the above stated problems, this study will help to
answer the following research questions;
1. What is
innovative customer service and how can it effectively satisfy customers in
telecommunication industry?
2. How can
customer satisfaction be improved in telecommunication industry.
3. What are
the loop holes associated with customer service as an aid to effective customer
satisfaction.
1.5 Research
Hypotheses
Ho: Innovative customer service is not an effective tool to
customer satisfaction in the telecommunication industry.
Hi: Innovative customer service is an effective tool to
customer satisfaction in the telecommunication industry.
1.6 Significance of
the Study
This study will be of immense benefit to other researchers
who intend to know more on this topic and can also be used by non-researchers
to build more on the effectiveness of innovative customer service as aid to
increasing customers satisfaction in telecommunications in industry.
1.7 Scope/Limitations
of the Study
This study is on effectiveness of innovative customers’
service as aid to increasing customer satisfaction in telecommunications
industry.
Limitations of study
1. Financial
constraint: Insufficient fund tends to impede the efficiency of the researcher
in sourcing for the relevant materials, literature or information and in the
process of data collection (internet, questionnaire and interview).
2. Time constraint:
The researcher will simultaneously engage in this study with other academic
work. This consequently will cut down on the time devoted for the research
work.
1.8 Definition of
Terms
Innovation:This is the process of translating an idea or an innovation
into a good or service with the aim of creating value in exchange for money.
Customer Service:This is the advice or assistance provided by
a company to those people who buy their products or services.
Customer Satisfaction:This is a term that measures how a
company’s goods or services meet their customers’ expectation.
Telecommunications Industry:This is a company that provides
telecommunications services such as telephony and data communications access.
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