Customer satisfaction in the mobile telecommunication industry Dissertation

Customer satisfaction in the mobile telecommunication industry - Dissertation Example Basically, the purpose of research is the production of knowledge on how to best address the world’s problems, new ideas that lead to improvements and evidence carefully and meticulously gathered. Research on customer satisfaction involves finding out what a customer wants, how he wants it and providing it when he needs it. Several scholars in the business field recognize that substantial investments have been put in research on customer satisfaction. A successful company like Wall-mart knows more about its customers and uses this information to generate profits (Denove & Power, 2011).The only way to know whether customers are satisfied with a certain product is by doing research especially in a market like the mobile telecommunication industry in Nigeria. In cases of such an industry, even the employees of that company are customers, and their attitudes towards their employer affect their dealings with the customers. If satisfied with the services of their employer, such empl oyees will work hard not just in their dealings with a customer but also in evangelizing for the firm. Herein arises the fact that it is crucial when doing research a company should cater for both its internal and external customers.Customer satisfaction is an unclear and undefined field having personal bias affecting judgment and, therefore, any company should strive to know what satisfies their customers through intense research. Apparently, psychological aspects together with physical variables directly.... In cases of such an industry, even the employees of that company are customers, and their attitudes towards their employer affect their dealings with the customers. If satisfied with the services of their employer, such employees will work hard not just in their dealings with a customer but also in evangelizing for the firm. Herein arises the fact that it is crucial when doing research a company should cater for both its internal and external customers. Customer satisfaction is an unclear and undefined field having personal bias affecting judgment and, therefore, any company should strive to know what satisfies their customers through intense research. Apparently, psychological aspects together with physical variables directly affect utility of a product which in turn determines customer recommendation on such a product. Thus, this is a complex cycle and can only be unearthed by research done from time to time. Research philosophy My approach to research is one of searching for valua ble knowledge of issues affecting us in the everyday life. The world is complex and keeps emerging as such it is almost impossible to understand the world through principles (Lancaster, 2005). My research agenda can be divided into two; customer satisfaction and changing trends in the mobile telecommunication industry. In my research, I have found evidence that deep unanswered questions on customer satisfaction affect most businesses eating deep into their profit account. I hope to pursue this issue with an aim of helping businesses and I understand the customer’s satisfaction better to maximize profits. Research methodologies This section describes procedures that were followed in conducting research. The pertinent areas to be