Survey On Customers' Satisfaction In The Field Of Telecommunications In Mali

Liberalization in the field of telecommunication has created a competitive dynamic between these two operators:Orange-Mali and SOTELMA-Malitel in Bamako,Mali.This dynamic of recomposition is more accentuated by the increase in the number of customers by the operator of Orange-Mali,that is to say the political strategies deployed to attract more customers.As a result,the increase in the number of users helps telecommunication companies generate a new appreciation for consumers.Today customer satisfaction appears to be an excellent means of customer loyalty,particularly in the commercial field.Thus,the general objective of this work is to carry out an analysis of the satisfaction of the customers in the field of telecommunications in Bamako.To achieve this objective,this study is focused on a sample size of 400 consumer respondents in order to gather information on the degree of satisfaction of the use of the Orange-Mali mobile network in the telecommunications sector in Bamako,Mali.Research questions have been developed to lead the progress of the research.It is also important to advise that the researcher applied the use of different tools,techniques,methods and instruments such as:questionnaires and observations to properly conduct the investigation.A statistical analysis was also done in order to form interpretations and conclusions of the results.From our research,the result obtained in general analysis is based on the 100%response rate that researcher judge to be adequate and representative to allow generalizations of the findings.It is also sufficient for purposes of statistical analysis.After that,from data,data from the questionnaires was administered to the participants and is presented and analyzed according to respondent's demographic information in section A and questions pertaining to customer satisfaction in section B.The majority of participants were male respondents;out of the 400 participants 255 were male and 145 were female.Customers were asked to rank their answers to questions 9-31 from one to five;one being strongly disagree to five being strongly agree.About 60%of respondents agreed that Orange Mali's employees are knowledgeable and readily available to assist customers,keep customer information private and confidential,they meet customer needs,respondents reported to feeling like they can trust Orange Mali's employees and believe that they receive individual attention from the front line staff.As recommendations,the researcher suggests that to better understand and improve customer satisfaction and expectation,Orange-Mali must ultimately build customer loyalty and appeal to more consumers.