Factors Influencing Customer Satisfaction Towards Mobile Communication Services In Chad

The retention and satisfaction of customers is a central ambition for telecoms services providers to achieve excellent financial gain.Customer satisfaction is regarded by businesses or organizations as one of the ultimate goals to realize profits.With the heavy rivalry among firms in the telecommunication market,mobile network companies in Chad have acknowledged the value and importance of consumer satisfaction and they are attempting to encounter the need of their customers in order to satisfy them.For mobile communication firms to achieve that objective,the accurate information on mobile subscribers insight need to be clarified.Hence,the principal purpose of this study is to determine the causes that influence customer satisfaction with telecom services operators.The research reviewed major theoretical literatures and identified service quality,product quality,price fairness,brand image and promotion as the key driver of customer satisfaction in mobile telecommunication sector in Chad.A total of 602 systematic random samples were collected through online survey method and the data were examined using SPSS 18.0 software.The paper employed reliability,validity,descriptive,correlation and linear regression analysis to examine the data.The results of the descriptive statistic analysis of overall customer satisfaction show that the satisfaction level of mobile subscribers with their service operator appears to be moderate.Pearson correlation analysis result indicates that price fairness,promotion,service and product quality are positively correlated with customer satisfaction except brand image that is negatively correlated with customer satisfaction.Correlation result also reveals that income,age and educational level are positively correlated with customer satisfaction,while employment is negatively correlated with customer satisfaction.Multiple linear regression result indicates that price fairness,promotion,service and product quality are the core determinant of customer satisfaction in the telecommunication service in Chad.Upon the discoveries of this research,the paper advocates that to better understand and satisfy their users,mobile network providers must urgently focus on improving the factors affecting customer satisfaction.