Telecommunication Service and Customers Satisfaction in Hormuud And Somafone Companies in Mogadishu, Somalia

ABSTRACT 

This study sought to establish the relationship between telecommunication service and customer satisfaction in Hormuud and Somafone. The study was guided by four research objectives; to determine the demographic characteristics of the respondents in terms age, gender, educational level and number of years experience in telecommunication service; to determine the level of telecommunication service; to determine the level of customer satisfaction and to establish whether there is significant relationship between telecommunication service and customer satisfaction in Hormuud and SomafoneJt utilized descriptive correlation survey design using questionnaire as the research instruments. The population size was 140 and a Sample size of the respondents 72 customers and 32 staff of Hormuud and Somafone equally; stratified random sampling method was used to identify the respondents. The data collected was analyzed using SPSS for means to determine level of dependent and independent variables, using Person’s Linear Correlation Coefficient the correlation between two variables were determined. The findings discovered that there is positive relationship between telecommunication services and customers satisfaction. It was concluded that the null hypothesis rejected and recommended that Telecommunication companies should improve the internet service in order to increase customer satisfaction.

TABLE OF CONTENTS

Title Page Page

Declaration A II

Declaration B III

Approval Sheet IV

Dedication V

Acknowledgement VI

Abstract VII

Table of Contents VIII

List of Tables X

Chapter

One THE PROBLEM AND ITS SCOPE

Background of the Study 1

Statement of the Problem 4

Purpose of the Study 4

Research Objectives 4

Research Questions 5

Hypothesis 6

Scope 6

Significance of the Study 7

Operational Definitions of Key Terms 7

Two REVIEW OF RELATED LITERATURE 9

Concepts, Ideas, Opinions From Authors/Experts 9

Theoretical Perspectives 12

Related Studies 13

Three METHODOLOGY 21

Research Design 21

Research Population 21

Sample Size 22

Sampling Procedure 22

Research Instrument 23

Validity and Reliability of the Instrument 24

Data Gathering Procedures 24

Data Analysis 25

Ethical Considerations 27

Limitations of the Study 27

Four PRESENTATION, ANALYSIS AND INTERPRETATION

OF DATA 29

Five FINDINGS, CONCLUSIONS, RECOMMENDATIONS 47

Findings 47

Conclusions 50

Recommendations 52

References 54

Appendices

Appendix I - Transmittal Letter 59

Appendix II - Clearance from Ethics Committee 63

Appendix III - Informed Consent 64

Appendix IVA — Calculation of Content Validity Index 65

Appendix IVB - Research Instrument 67

Researcher1s Curriculum Vitae 73