Keita Oualy


Liberalization in the field of telecommunication has created a competitive dynamic between two operators Orange-Mali and Sotelma-Malitel in Bamako, Mali. This research examined the satisfaction of the customers in the field of telecommunications in Bamako, given that previous research has found that increase in the number of users helps telecommunication companies generate a new appreciation for consumers. This study relied on questionnaires and observation to obtain data from a sample size of 400 consumers, whose majority consisted of males. 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. Results are further discussed in the research.

JEL: L10, L63, L96

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customer satisfaction, telecommunications, Orange-Mali, Bamako

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