Pay TV Product quality and customer satisfaction: An investigation

IF 0.9 Q4 MEDICAL INFORMATICS
Chidinma Udeh, Chukwudi Ifekanandu, E. Idoko, C. Ugwuanyi, Chioma Okeke
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引用次数: 2

Abstract

The pay TV service sector in Nigeria is growing rapidly as new entrants are joining the market and consumers are adopting several brands to suit their needs. This implies a high rate of competition among the service providers to win over customer and expand their market share. The main objective of this study is to examine the effects of product quality on Pay TV customer satisfaction. The study used a survey research design and sampled 397 Pay TV subscribers. A total of 241 copies of the questionnaire were returned and the study hypotheses were tested using the multiple regression analysis. The study findings revealed that content quality, reception quality, and customer service has a positive and significant relationship and impact on Pay TV customer satisfaction. The study recommends that to increase the level of customer satisfaction and win the competitive war, operators in the pay TV service sector should improve their customer service unit, improve the stability of reception irrespective of weather conditions, maintain unique, educative and entertaining contents to stay ahead of competition while maintaining a competitive price.
付费电视产品质量与顾客满意度调查
随着新进入者加入市场,尼日利亚的付费电视服务部门正在迅速增长,消费者正在采用几个品牌来满足他们的需求。这意味着服务提供商之间的竞争率很高,以赢得客户并扩大市场份额。本研究的主要目的是检验产品质量对付费电视客户满意度的影响。该研究采用调查研究设计,对397名付费电视用户进行了抽样调查。共回收问卷241份,采用多元回归分析对研究假设进行检验。研究发现,内容质量、接收质量和客户服务对付费电视客户满意度有显著的正向关系和影响。该研究建议,收费电视服务营办商应改善客户服务单位,改善接收讯号的稳定性,不论天气情况如何,保持独特的教育及娱乐内容,以在竞争中保持领先地位,同时维持具竞争力的价格,以提高客户满意度和赢得竞争。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
3.30
自引率
0.00%
发文量
12
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