CUSTOMERS' INTENSION TO CHANGE MOBILE COMMUNICATION NETWORKS REGARDING QUALITY OF INFORMATION SERVICES PROVISION IN ZARIA METROPOLIS

Abstract

The study was undertaken to determine customers' intension to change mobile communication networks regarding quality of information services provision in Zaria metropolis. The study raised three research questions and answers were sought to them, among which are the types of information services provided by mobile communication network to customers in Zaria metropolis, customers satisfaction level, and their intension to change network providers regarding information service quality. Survey research method was adopted for the study and data was collected from the sample of 1,269 out of the total population study of 1534. The data were analyzed descriptively using frequency tables, percentage, mean, and mode. The study revealed that customers in Zaria metropolis are provided with a wide range of information services. It was also revealed that customers are partially satisfied with the overall services of call, SMS, Internet, and SIM card service in the entire networks. It is recommended that attention should be directed toward services with lower satisfaction by setting a target using a set of benchmark of ACSI and N.C.C standard of communication services, to serve as a guide for mobile network industries and telecommunication industries to raise the satisfaction level so as to maintain the market share, maintain and generate their customers