This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. 5.8 Areas for further research This study focused on examining the relationship between customer satisfaction and service quality in telecom industry in Tanzania: citing a case study of Vodacom Tanzania. The results … This paper aimed to assess the level of service quality and customer satisfaction at Emtel LTD. As the level of competition is constantly increasing in the telecommunications sector, one key way to stand out of this rivalry is to provide respectable service quality. Service quality acts as an antecedent to customer satisfaction (CS). Usually, it is difficult to rate service quality due to the presence of vagueness in the available information as well as impreciseness in the physical nature of the problem. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. ABSTRACT:The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. PDF. It also identifies various factors affecting the both constructs. In addition there is a need to be aware of socio-economic characteristics which influence the customer’s satisfaction. Previous studies showed that limited studies have been conducted in Malaysia on customer loyalty towards the telecommunications industry. When Gerpott, Rams, and Schindler (2001), and Tung (2004), examined the telecom industry in Germany and SMS service in Singapore, they also identified that customer satisfaction was positively related to post-purchase intention. The impact of service quality on customer satisfaction in telecom sector of Pakistan. Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. 37 Full PDFs related to this paper. Ahlam Salem. The important influence of e-service quality (e-SQ) on customer satisfaction and loyalty has been demonstrated in many contexts, but has not been examined in telecom settings yet. Moreover, the studies of Turel & Serenko (2006), Wang et al. It is important to explore and map the differences which indicate that there is scope for improvement on behalf of the mobile phone service providers. Download PDF. A short summary of this paper. 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