Investigation into Customer Relation of Two Global Systems for Mobile Communication (GSM) Service Provider in Nigeria. (August 2019)

• Record Type: Journal Article
• Authors: Usikalu, M. R.; Nwosu, G.; Onumejor, C. A.; Akinpelu, A.; Akinyemi, M. L.
• Is Part Of: Journal of physics. Volume 1299(2019)
• Publication Date: 2019-08
• Subjects: GSM -- customer care -- service providers -- subscribers -- Nigeria; Physics -- Congresses; 530.5
• DOI: 10.1088/1742-6596/1299/1/012048
• Languages: English
• ISSNs: 1742-6588

Abstract

Abstract: The assessment of customer care response of TEL1 and TEL2 global systems for mobile communication (GSM) service providers in Nigeria was done. Data were obtained from the customer care Departments of these two mobile service providers in their head office in Lagos for six months period. The data assessment result shows that the four service types: prepaid/postpaid, premium/HNI, BB/3G-HIS, and call roaming had 445510, 328396, 45221, and 4127 number of calls respectively for TEL 1 and 416935, 357810, 41968, and 2106 respectively for TEL 2, with prepaid/postpaid having the highest values and call roaming service type had the least for both TEL 1 and TEL2. The number of calls answered followed the same trend for both TEL1 and TEL2.It was observed that about 96% of the calls offered by prepaid/postpaid customers, 95% of Premium/HNI, were answered for both TEL 1 and TEL 2. About 93% of calls offered by BB/3G-HIS, and 95% of call roaming customers were answered for TEL1, while it is 92% and 93% respectively for TEL2. It can be deducted that PREPAID/POSTPAID customers enjoy highest customer service care in both telecommunication networks. Higher values of AHT(S) of TEL 1 over TEL 2 imply that TEL 1 spends the more time with its subscribers when attending to a complaint.