Corporate Reputation and Customer Satisfaction in the Telecommunication Industry in Nigeria

Abstract

Despite the widespread belief that corporate reputation is a valuable intangible asset that helps firms to compete favourably in the telecommunication industry, the scientific evidence is deficient on how corporate reputation influence customer satisfaction in the study area. The study focused on the relationship between corporate reputation and customer satisfaction. The survey research design method was employed in the study. The research instrument was a validated structured questionnaire. The reliability of the questionnaire was estimated by assessing the internal consistency of the items representing each construct. Cronbach’s alpha was used to establish the reliability of the constructs. The correlation and multiple regression analyses were used in the study. The sample size of 135 respondents was administered with the questionnaire. The finding of the analyses revealed that trustworthiness (B = 0.251, P<.001); corporate social responsibility (B = 0.283, P<.001); credibility (B = 0.198, P<.001) and reliability (B = 0.219, P<.001) were respectively significant and exhibited significant positive effects on customer satisfaction. The major conclusion that emerged from the findings is that corporate reputation is a multifaceted construct whose dimensions have significant positive relationships with marketing performance outcome of customer satisfaction in the mobile telecommunications services industry. In the competitive context, managers should apply the dimensions of corporate reputation that is appropriate for their target segment and develop their customer satisfaction strategy.

Customer perceptions of mobile telecommunication providers in determining satisfaction and loyalty: focusing on college students

“…The brand image affected customer satisfaction, and H3 is supported. This finding is in line with the study by Ugwunwanyi et al (2021), Ting et al (2020), andChigwende andGovender (2020). Brand image is a factor that predicts the level of customer satisfaction by strengthening the bond of satisfaction between consumers and service providers (Ting et al, 2020).…”

“…There is a positive relationship between a good brand image by mobile network companies and customer satisfaction (Chigwende and Govender, 2020). In their research, Ugwunwanyi et al (2021) added that doing business by promoting a positive image will foster a reputation that can increase customer satisfaction and marketing performance in the mobile telecommunications industry. Based on these things, this study hypothesizes that: H1: A significant positive relationship exists between customer perception of service quality and customer satisfaction.…”