Users’ Perception and Satisfaction with Information Services Provision by Mobile Communication Networks in Zaria, Nigeria

Abstract

The study was undertaken to determine the users’ perception and satisfaction with information services provision by mobile communication networks in Zaria, Nigeria. 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 GSM users, as well as the perception of users and their satisfaction with those mobile networks information services. Survey research method was adopted for the study and data was collected from the sample of 1,269 out of the total population of the study of 1534. The data were analyzed descriptively using frequency tables, percentage, mean, mode, pie chart and histogram. The study revealed that GSM users in Zaria metropolis are provided with awide range of information services The study revealed that users’ experience high quality with information services in Etisalat and Airtel network as they rate half (50%)of their services as good than MTN and GLO. It was also revealed that GSM users are partially satisfied with the overall services of call, S.M.S, Internet, and SIM card service in the entire networks. The study recommends that urgent step should be taken by network providers to reduce the gap by considering users perception in this study rather than from their perception with services quality which will help them to reduce the gap on lower service quality and improve the services quality. Attention should be directed to services with lower satisfaction by setting a target using a set of bench mark 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 users.