The Impact of Service Quality Delivery on Customer Loyalty in the Telecommunication Industry: A Case Study of Expresso Telecom, Ghana

Abstract

Companies today operate in an increasingly dynamic and challenging environment. The search for quality service is debatably the most important consumer trend as consumers are now demanding higher quality in products and in services than ever before. The paper examined the impact of service quality delivery on customers in the Telecommunication industry.  A sample of 150 customers as well as 13 staffs from the chosen company was used for study. Convenient and stratified sampling techniques were used in selecting 163 respondents. Data was collected from both primary and secondary sources. Primary data was in a form of questionnaires and interviews in eliciting information for the study while the secondary data was culled from other related works from libraries as well as information from the internet. Qualitative and Quantitative research approaches were also adopted .SPSS version 16 was used in analyzing the data. It was revealed from the study that, the company has an excellent customer service policy based on the five dimensions of SERQUAL. The study recommended for the company develops innovative products geared towards the needs of the market.