SERVICE RECOVERY AND CUSTOMER VALUE OF SELECTED TELECOMMUNICATION FIRMS OPERATING IN EDO UNIVERSITY AND IYAMHO COMMUNITY

In the Nigerian telecommunications sector, this study looks at the connection between customer satisfaction and service recovery. Interest-grabbing variables include behavioral intention, service recovery, and service satisfaction.

A cross-sectional research design was employed for the study. The Edo State University Uzairue students and Iyamho community who use mobile phones comprise the study's population. We utilized a sample of 397 users from each of the four well-known providers of telecommunications services: MTN, Glo, Airtel, and 9Mobile. The instrument for gathering data was the questionnaire; experts in the Department of Business Administration were employed to test for validity. Thereafter, the Cronbach alpha was used to test for reliability. The Statistical Package for the Social Sciences (SPSS) was used to analyze the data both descriptively and inferentially.

According to the study, there is a statistically significant and positive correlation between service recovery and satisfaction. The results also revealed that, among other things, there is no statistically significant correlation between demographic characteristics and service recovery. Additionally, it was discovered that frequent instances of service failure in the Nigerian telecom sector include bad network connectivity that prevents users from connecting, money being deducted without calls, interruptions and unwanted SMS, overbilling, and fictitious and unmet promotional promises.

Thus, in order to increase customer satisfaction, telecom companies should respond to complaints from their clients regarding service failures in a timely and genuine manner.