AN ASSESSMENT OF CUSTOMER SATISFACTION IN THE TELECOM SECTOR OF GHANA

Abstract

The recent growth in the information technology and mobile devices in Ghana has increased the rate of competition in the telecommunication industry. Ghana's telecoms sector has enjoyed a financial boost in the last couple of years, with deals across both fixed and mobile platforms bringing some of the biggest operators in the world to the West African state (Burkson, 2011). Whilst the opportunities to make money in the mobile sector in Ghana remain buoyant, the network operators are increasingly looking at other sources of revenue as they are compelled to cut call prices in order to stay competitive. The competitive environment in the telecom sector has led to brand consciousness among subscribers and potential subscribers. Researches have proven that there are a number of factors, which influence awareness creation, satisfaction, loyalty and sense of belongingness toward services provided by telecommunication companies (telcos).