SURVEY ON CUSTOMER’S SATISFACTION IN THE FIELD OF TELECOMMUNICATIONS IN MALI

Keita Oualy

Abstract


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

Article visualizations:

Hit counter

DOI

Keywords


customer satisfaction, telecommunications, Orange-Mali, Bamako

Full Text:

PDF

References


Acorn. (2018). Diversified Telecommunication Services Company Overview of Orange Mali SA. Retrieved through web https://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=270 3515.

Bolarinwa, Akeem Oladimeji. (2015). Principles and methods of validity and reliability testing of questionnaires used in social and health science researches. Retrieved through web http://www.npmj.org/article.asp?issn=1117-1936;year=2015;volume=22;issue=4;spage=195;epage=201;aulast=Bolarinwa.

Burns, Nancy and Grove, Susan. (2001). The practice of nursing research: Conduct, critique & utilization. 4th Ed. Philadelphia: WB Saunders.

Carvalho de Gouveia, Fabricio; Magedanz, Thomas. (2018). Quality of service in telecommunication networks. Retrieved through web https://www.eolss.net/sample-chapters/C05/E6-108-14-00.pdf.

Communications Consumer Panel. (2009). Mobile coverage: the consumer perspective. Retrieved through web https://www.communicationsconsumerpanel.org.uk/Mobile_coverage_consumerperspective.pdf.

Dictionary.com. (2018). Customer. Retrieved through web http://www.dictionary.com/browse/customer?s=t.

Dictionary.com. (2018). Satisfaction. Retrieved through web http://www.dictionary.com/browse/satisfaction.

Dictionary.com. (2018). Telecommunications. Retrieved through web http://www.dictionary.com/browse/telecommunications.

Eljaam, Bassam. (2005). Customer satisfaction with cellular network performance: issues and analysis. Retrieved through web https://lib.dr.iastate.edu/cgi/viewcontent.cgi?referer=https://www.google.com.ph/&httpsredir=1&article=2232&context=rtd.

Holt, Michelle. (2018). The Impact of Customer Service on Customer Satisfaction. Retrieved through web http://smallbusiness.chron.com/impact-customer-service-customer-satisfaction-2087.html.

Junaid-ul-haq; Ijaz, Awais; Mehmood, Saqib. (2011). The Influence of Customer Orientation on Customer Relationship in Telecom Services. Retrieved through web https://www.academia.edu/1788457/The_Influence_of_Customer_Orientation_onCustomer_Relationship_in_Telecom_Services?auto=download.

Kansal, Purva. (2018). Service Recovery and Consumer Satisfaction in Indian Telecom Industry: Findings from a Study Using Discriminant Analysis. Retrieved through web http://web.a.ebscohost.com.lopesalum.idm.oclc.org/ehost/pdfviewer/pdfviewer?vid=4&sid=8023d609-383a-4ce8-8b63-47951677b7e3%40sessionmgr4009.

Khan, Shahzad; Afsheen, Saima. (2012). Determinants of Customer Satisfactionin Telecom Industry a Study of Telecom industry Peshawar KPK Pakistan. Retrieved through web https://www.researchgate.net/publication/302583815_Determinants_of_CustomerSatisfaction_in_Telecom_Industry_A_Study_of_Telecom_industry_Peshawar_KPK_Pakistan.

Marinescu, Paul; Mihani, Sabin Niculae; Toma, Sorin. (2018). Pricing strategy used as a tool for building customer satisfaction in the retail sector. Retrieved through web https://core.ac.uk/download/pdf/6263401.pdf.

Minischetto, Elisa; Karim, Salima. (2015). Connected Women case study Orange-Malu: Reaching women customers with mobile savings and insurance. Retrieved through web https://www.gsma.com/mobilefordevelopment/wp-content/uploads/2016/03/Connected-Women-Orange-Mali-Case-Study-FINAL.pdf.

Nalzaro, Mae Ludy. (2012). Sample and Sampling Techniques. Retrieved through web https://www.slideshare.net/ludymae/chapter-8sample-sampling-techniques.

Nazari, Mohsen; Hossenini, etc.. (2014). Impact of Price fairness on Price Satisfaction, Customer satisfaction and Customer Loyalty in Iran Telecommunication Market. Retrieved through web. https://www.academia.edu/5978549/IMPACT_OF_PRICE_FAIRNESS_ON_PRICE_SATISFACTION_CUSTOMER_SATISFACTION_AND_CUSTOMER_LOYALTY_IN_IRAN_TELECOMMUNICATION_MARKET_CASE_MTN_IRANCELL_COMPANY_.

Ojo, Olu. (2010). The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence from Nigeria. Retrievedthrough web https://www.researchgate.net/publication/49595483_The_Relationship_Between_Service_Quality_and_Customer_Satisfaction_in_the_Telecommunication_Industry_Evidence_From_Nigeria.

Orange. (2018). Orange in the World. Retrieved through web https://www.orange.com/en/Group/Orange-in-the-world Orange. (2018). Sponsorship. Retrieved through web https://www.orange.com/en/Group/Orange-in-the-world/countries/Welcome-to-Orange-Mali/Mali/Sponsorship.

Owiye, Atieno Emily. (2010). Analysis of customer satisfaction in the mobile telecommunication industry in Kenya: A case study of customers in Mulolongo area. Retrieved through web http://erepository.uonbi.ac.ke/bitstream/handle/11295/96844/EMILY_ATIENO_OWIYE_MBA_2012.pdf?sequence=1.

Parahoo, Kader. (1997). Nursing research: Principles, process and issues. London: MacMillan Press.

Polit, Denise; Hungler, Bernadette. (1999). Nursing Research: Principles and Methods. Philadephia, PA: Lippincott 1999.

Rahman, Md. Hasebur; Redwanuzzaman Md.; Masud-Ul-Hasan Md.; Rahman, Md. Asfaqur. (2014). Factors Affecting Customer Satisfaction on Grameenphone. Users in Bangladesh. Retrieved trough web https://globaljournals.org/GJMBR_Volume14/7-Factors-Affecting-Customer-Satisfaction.pdf.

Research Methodology. (2017). Data Collection Methods. Retrieved through web https://research-methodology.net/research-methods/data-collection/.

Research Methodology. (2017). Descriptive Research. Retrieved through web https://research-methodology.net/descriptive-research/.

Schneider, Benjamin. (2017). How Companies Can Really Impact Service Quality. Retrieved through web http://web.a.ebscohost.com.lopesalum.idm.oclc.org/ehost/pdfviewer/pdfviewer?vid=3&sid=c7bef5b0-d1c4-4813-a18a-31bb8bea6be1%40sessionmgr4010.

Strouse, Karen. (2004). Customer-centered Telecommunications Services Marketing. Norwood, MA: Artech House, Inc.

Thietart, Raymond-Alain. (2003). Management. France: Presses University.

University of Wisconsin. (2018). Data Collection Methods. Retrieved through web https://people.uwec.edu/piercech/researchmethods/data%20collection%20method s/data%20collection%20methods.htm

Vogt, Crystal. (2018). How to Improve Internal Customer Satisfaction. Retrieved through web http://smallbusiness.chron.com/improve-internal-customer-satisfaction-25240.html.

Webhosting UK. (2013). Internal Vs. External Customer Satisfaction – GettingAn Equilibrium. Retrieved through web https://www.webhosting.uk.com/blog/internal-vs-external-customer-satisfaction-getting-an-equilibrium/.

Weir, Kristen. (2013). More than job satisfaction. Retrieved through web http://www.apa.org/monitor/2013/12/job-satisfaction.aspx.

Wikipedia. (2018). Mali. Retrieved through web https://en.wikipedia.org/wiki/Mali.




DOI: http://dx.doi.org/10.46827/ejefr.v0i0.528

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Keita Oualy

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2015 - 2018. European Journal of Economic and Financial Research (ISSN 2501-9430) is a registered trademark of Open Access Publishing GroupAll rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.