My Project Work,

CHAPTER ONE 1. 0 INTRODUCTION 1. 1 Background Organisations, both private and public, in nowadayss dynamic marketplace and market space be increasingly leaving change merchandising philosophies and strategies to the adoption of more guest-driven initiatives that seek to ben depletehstand, d young, throw and build intimate long term kindred with profitable nodes (Kotler, 2006 Gronroos, C 1994 Paradise-Tornow, 1991 Narver and Slater, 1990).This paradigm shift has undoubtedly led to the growing interest in client relations, management initiatives that aim at ensuring customer identification and interactions, customisation and personalisation that unreservedly lead to customer cheer, storage and profitability, among different things (Thompson, 2004 Gronroos et al. , 1996 Xu et al, 2002 Dyche, 2001 Ryals & Knox, 2001 St sensation, 2000). Organisations be therefore increasingly being more customer-centric and be much interested non legal in acquiring un lend oneselfd c ustomers, but more importantly, retaining existing customers.This is perhaps beca use it addresss more to attract new customers than to retain existing ones. It is believed that the average pedigree spends six (6) times more to attract new customers than to retain old customers. Again it is more profitable retaining an old customer who is more standardizedly to re-purchase or re-use a companys proceedss/ dos and recommend them to some former(a)s. Customer retention is, therefore, basi promisey a ingathering of customer hard-corety and honor which in round of drinks is a work let on of the level of customer satis featureion or dis triumph (Reichheld, 1996).Customer satisfaction is central to the customer-centric paradigm shift, and has gained much attention from scholars and practitioners as it has run low one of the cardinal grosbeak means for achieving quality remediatement programmes, and one of the crucial foci of strategic selling management in business organisati ons that retain long-term perspective for egression. This is because of the intriguing findings, that slaked customers be more likely to remain loyal and committed to an organisation which in the end leads to profits as opined by the popular assistant-profit-chain proponents (Heskett et al. 1994 Heskett et al. , 1997 Reichheld and Sasser, 1990). In this regard, it is a fact that a genuinely satisfactory customer is or so six times more likely to be loyal and to re-purchase and/or recommend a fruit than a customer who is just fit. It is again believed that convenient customers tell five other(a) throng ab push through their goodly treatment, and that five-percent gain in loyalty digest increase profits by 25% 85%. Conversely, the average customer with a problem blushtually tells eight (8) to ten (10) other populate (SPSS White paper 1996 Limayem M. , 2007).Consequently, organizationsattempt to adoptmea genuines to as definite customer satisfaction/dissatisfaction. about organisations tralatitiously affirm on customer complains to ascertain customer satisfaction. Unfortunately the average business rigid never hears from 96% of their unhappy customers and 91% exit never come pricker they get back lonesome(prenominal) 4% of disgruntled customers will complain (SPSS White paper 1996). Consequently, the shift toward the recognition of effective customer satisfaction and its measurement has led companies to change their paradigms about satisfying customers.Many organisations no longer use only customer complains rather they adopt rigorous qualitative and quantitative mechanisms to measure customer satisfaction. In this regard, measuring customer satisfaction provides the feedback of how successful an organization is at providing products and/or divine ser unrighteousnesss to the satisfaction of customers at the marketplace and market space. This makes it imperative for organisations to take pragmatic and reliable steps towards alter the q uality of attend to preservation, managing customer set and satisfaction more effectively.The shift to devoting considerable attention and resources to customer acquisition and retention finished customer satisfaction is not different with the six mobile tele conversationmunication communicates in gold coast, viz. MTN of S thronecom gold coast Ltd, Tigo of Millicom gold coast Ltd, Airtel of Airtel gold coast Ltd, Kasapa of Kasapa Telecom, Glo of Glo gold coast Ltd and Vodafone of Vodafone Ghana Ltd. Though rivalry has been keen in the constancy, distributively of the five operational mobile ne twainrks (MTN, Tigo, Vodafone, Airtel and Kasapa) has been growing in customer acquisition since Ghana deregulated its telecommunicationmunication heavens in 1994.According to NCA statistics, (December, 2011), the number of registered mobile re bundles and furbish up lines in Ghana is 21,450,564 which represents 89. 4% of Ghanas estimated 24 billion people comprising of 88. 2 m obile penetration and 1. 2 fixed line penetration. Going by the NCA figures in December, 2011, MTN commands 48% market share, Vodafone 20. 2%, Tigo fol abjects with 18. 53%, Airtel comes in at 12. 4% and Expresso trails with a relatively insignificant 0. 88%. Each of the telecom net formulate companies is continually improving upon the quality of their expediency pitch shot in order to survive the high competition in the labor.Since survival and growth or monetary outcome is driven by customer loyalty and retention which is in turn is driven by customer satisfaction and value (Rust and Oliver, 1994 Wang and Hing-Po Lo, 2002), delivering quality expediency and customer satisfaction have been important goals and interestingness for each of the four expanding smooth Telecom Networks as well as the regulators of the industry 1. 2Problem Statement Tanina is a participation in Wa West District of the upper berth West Region with a universe of 2194.With six (6) registered mobile telecommunication profits nationwide, Tanina is privileged to have four (4) available profits MTN, Vodafone, Airtel and Tigo with MTN having the highest subscribers. The problem of this use up is propelled by the numerous complaints by MTN drug users about the bad temper of their networks in farming(prenominal) areas in the Upper West Region which Tanina is part of. The state of customer satisfaction with aid speech communication is not assoil as there is scanty enumerationation of the issue. According to a discussion paper on telecom developments and investments in Ghana (Frempong & Henten, February 2004, p. ), the authors noted that the goals set by government have only partly been met especially with respect to the development in cracker-barrel areas and the quality of service is still low and has even deteriorated on some indicators. There is, therefore, a widespread dissatisfaction with the general telecom development in Ghana among users as well as policy decisio n makers and administrators. Since the past decade, the industry has witnessed a tremendous increase in subscriber growth rate for all the mobile telecom operators (ITU 2008 Africa ICT indicators 2007).This growth trend could not be attributed to customer satisfaction it is fundamentally ascribable to the substantial growth in investment and expansion of network access during the last decade. This seems a success story, and there are high hopes that the service quality delivered by the smooth Telecommunication Networks becomings customer expectations, ideal service, or satisfaction. moreover, since 2006, there had been many complaints from customers about the service delivery of the mobile telecom networks in Ghana (BIZ Community. com October, 2007), notably MTN Ghana Limited.As a resolving power, a statement released by the National communicatings trust (NCA) in Ghana profusely lamented that in spite of the appreciable growth and expansion enter in the industry, the quality of service is anything but good (BIZ Community. com, October 19, 2007). The NCA further gave some officious Telecommunication Networks an ultimatum to improve upon their run within thirty-days. Evidently, the growth trend in the mobile telecom industry in Ghana does not provide empirical support for the claim that customers are squelched with the service delivery of the telecom providers in Ghana. 1. 3General ObjectiveAssess the level of satisfaction among MTN subscribers in Tanina. 1. 4Specific Objectives * To find out how MTN to MTN auspicates or MTN to other networks or other networks to MTN forebodes effective in Tanina. * To ascertain what MTN product(s) or service(s) is/are more or less preferred. * To examine how cheerful MTN subscribers have access to their processline (111) in Tanina. * To find out whether users of MTN earnings wideband are quenched with the service or not. 1. 5Research Questions * Are MTN to MTN calls or is MTN to other networks or other network s to MTN calls effective in Tanina. * What MTN product(s) or service(s) is/are roughly preferred. How convenient do MTN subscribers have access to their helpline (111) in Tanina * How quelled are MTN users with their internet/ broadband service in Tanina? 1. 6Research Methodology 1. 6. 1 Sample Size Target existence the target gathering was both MTN users and non-users in Tanina. Out of the total universe of 2194, it was assumed that 658 people representing 30% of the total population are mobile phone users who are our model size. A sample size for the study comprised cxxx responsives representing 20% of the targeted population. 1. 6. 1 Sampling Techniques Purposive sampling was the technique employed by the group.This enabled the group to name MTN and non MTN subscribers because they have the necessary knowledge privationed for the study. 1. 6. 2 quotations of Data Collection The data was obtained from both primary and secondary sources. In this study the primary data wa s obtained from our targeted group ( one hundred thirty0 respondents). Secondary data on the other hand was collected from current and front report at MTN Regional office in Wa, 1. 6. 3 Methods of Data Collection Separate focus group discussion comprising of 10 people each and interviews was utilize to collect data from the illiterates and literates respectively. 1. 6. Tools of Data Collection A self-administered questionnaire was apply to collect data. 1. 6. 5 Techniques of Data abbreviation Data collected was analyzed exploitation quantitative and qualitative techniques. Quantitative data summary was used to assess figures whiles qualitative would be used to assess the level of customer satisfaction. 1. 7Significance of the Study The study will lay bare the problems of MTN service delivery to its customers and stakeholders in rural areas and the nation at large. To step up the quality of service delivery in Upper West Region especially in rural areas like Tanina. 1. 8Anticip ated LimitationThe anticipated limitation that would be encountered during this enquiry acknowledges Language barriers the translation or explaining questionnaire into their local idiomatic expression perfectly will be a problem since none of the group members can speak the lyric poem and limitation of vocabularies in the dialect. Finance The finance and material resource needed for a larger sample size for this study is inadequate. 1. 9Organisation The organization of the study would be centered on five chapters Chapter One (1) and two (2) would consist of introduction, background, problem statement, main and specific explore objectives, significance of the study, esearch methodology, limitation, references as well as bodily resources household, the socio-demographic characteristics, spatial distribution of settlement among others. Chapter three (3) and four (4) would as well as consist of literature which takes the review of document relevant to the area of study and data presentation and analysis on sources, types and techniques of data collection and analysis respectively. The final chapter will talk about the conclusion, summary and recommendation. CHAPTER TWO 2. 0 PROFILE OF TANINA COMMUNITY . 1 Physical and Resource Base 2. 1. 1 Location Upper West is one of the ten administrative neighbourhoods in Ghana. The region is located at the north-western corner of Ghana and it is boarded by Burkina-Faso to the north, Ivory Coast to the west, Yankee region to the south and Upper east approximately region to the east. Wa is the capital of Upper west region of Ghana and it is mainly inha maculationed by the Wala people with a absolute majority of the inhabitants being Muslims. Wa East soil is one of the eight administrative districts of the Upper West region.The district shares boundaries with west Mamprusi to the north-west, West Gonja to the southeasterly and the Sisala East district to the north. It has a land mass of about 1078km2, which lies b etwixt latitude 905511N and 1002511N and longitude 101011W and 20511W. Tanina is one of the communities under the Bulenga Area council under the Wa West district. It is located in south-western corner of the district and it is about cardinal miles from the district capital, Funsi. It shares boundaries to the north with Piisi, Poyentanga to the south, Polee to the west and Loggu to the east. . 1. 2 Relief and Drainage The landform in the fraternity is gently sloping towards the east and undulating in character. The soil is clayey and due to the gentle sloppy nature of the land, drainage is slightly good. The nature of the soil and rock formation in the community makes water seepage a bit hard resulting in run offs in to water bodies which has contributed immensely to the expansion of irrigation farming in the modify harden. 2. 1. 3 Climate and Vegetation The climate is the tropical equatorial which prevails throughout the Northern part of Ghana.There is a single rainfall period which spans between the months of May and October supporting farming activities in the area. The other season which is between the months of November and April usually is modify and accompanied by legal injuryattan winds which reduces farming activities since these activities are more often than not rain fed. The community falls within the guinea savanna zone which is associated with short thick trees, shrubs and grasses of varying heights. It is also indue with economic tress like dawadawa, baobab, shea and nim trees which contain medicinal properties. 2. 1. 4 Soil and GeologyThe soil found in most parts of the community is clayey in nature with trace amounts of gravel whilst the farming areas are clayey loam. Soil associations that exist are the Wenchi-Varempere, Wenchi-Baleufill, Wenchi-Tafali, which are fairly distributed to marginally suitable areas for crop production. These serial publication have similar characteristics to the S-rated soils and are thus suitable for mec hanized irrigated cultivation of some export and solid food crops. The community is surrounded by extrusive an igneous rock which is believed to contain traces of granite. 2. 2 Socio-demographic characteristics 2. 2. 1 Population SizeAccording to the 2000 population and housing census, a population of 1922 was realized the district had a project population of 2191, 2234 and 2277 for 2007, 2008 and 2009 respectively. However it was realized from the groups study that the total population of Tanina is currently 2194 and out of this, the males were 1047 representing 48. 8% and females were 1 cxlv representing 52. 8% of the total population. This increase in population could be as a result of high birth rate and low death rate. 2. 2. 2 Age Distribution AGE GROUP NUMBER OF PEOPLE PERCENTAGES(%) 0-17 980 44. 7 18-54 827 37. 7 55+ 387 17. 6 TOTAL 2194 100 turn off 2. 1. 1 Age Distribution 2. 2. 3 Ethnicity, Religion, affinity Inheritance and Marriage Tanina is inhabited by two major tribes to wit the Walas who represent 94% of the total population, the Dagaabas who represent 5% and other tribes namely Akans and Fulaanis taking up the rest of the 1% of the total population. info also gathered revealed that there are three main religions being practiced in the community, namely Islam, Christianity and the African conventional religion with Islam being the most dominant. 92% of them practiced Islam, 6% were Christians whilst the stay 2% belong to the African traditional religion.The patrilineal system of inheritance is practiced by the inhabitants with majority of the people practicing Polygamy as a system of marriage. 2. 2. 4 Economy The economy of the community is mostly driven by agriculture with commerce and industrial sectors being least developed. Out of a sample of fifty houses that was studied, 90% of the people were engaged in rural activities like farming and the rearing of animals, 6% were in to trading whilst the stay 4% were engaged in the local indust ries and service sectors available in the community. . 2. 4. 1 land Tanina is endowed with fertile soil which makes the cultivation of crops very productive so it is therefore not affect that it is the backbone of the economy. The people are both commercial and subsistence farmers but dominantly subsistence. Mixed cropping, mixed farming and infectious mononucleosis cropping are some of the farming systems adopted by the people to yield positive results with the help of uncomplicated farm tools like hoes, cutlasses, dibbers and many others, only a a couple of(prenominal) farmers use tractors and bullocks for cultivation of crops.The chief is the custodian of the land so he has the sole power to give out land to individuals who want to find farming activities in the community but however, some individuals own family lands which they could use for this purpose. Agriculture in the community like all communities in the three northern regions is mostly rain-fed which results in s easonal unemployment in the run dry season. However, there are two dams that have been constructed in the community to serve home(prenominal) and irrigation purposes during the long dry season.Productivity is affected mainly by the lack of ready market for perishable crops, small farm size, and absence seizure of a community market and high cost of transportation. Since there are no markets in the community, marketing of agricultural produce and livestock is carried out in intimatelyby community markets and at home. When it comes to the issue of support agriculture in the community, the people rely mainly on their personal savings and sales from their previous harvest. They also relied on family labour as well as hired labour to support their agricultural activities.The industrial sector of the community is comprised of several activities such as soap making, shea butter affect, dawadawa processing, rice processing and charcoal burning and all of them are undertaken and domina ted by the women. The community is abound with the necessary raw materials needed to power these industries but these activities sometimes have a negative impact o the sensual environment, for instance bush burning caused by the charcoal burners, indiscriminate felling of trees, pollution and many others. 2. 2. 5 CommunicationIn the traditional institution, data flows from the chief through the sub-chiefs to the council of elders, then to the family heads and finally to the community members and vice versa. With regards to the modern institution, information flows from the district assembly through the assembly man who discusses it with the unit committee and then to the entire community members and vice versa. There is a cordial and cooperative relationship existing between the two institutions as a result of mutual understanding and respect for each others views.The flow chart on a lower floor depicts the flow of information in the community. TRADITIONAL MODERN CHIEF DISTRICT ASSEMBLY SUB-CHIEFS ASSEMBLY humans COUNCIL OF ELDERS UNIT COMMITTEE FAMILY HEADS COMMUNITY MEMBERS COMMUNITY MEMBERSIn Tanina community, the modern political institutions take decisions in consultation with the traditional authority dominated by men with the exclusion of women. The political institutions consults with the mixer institutions for prayers and the genial institutions in turn rely on the political institutions for protection an d care of law and order in the community. peculiar(a) preferences are given to men than women in the community this is evident since women are not allowed to hold certain positions like family heads, clan heads and also to play leadership roles in major decision making activities for the community.However, the women work hard by playing an assisting role by providing labor on farms aside their numerous domestic chores. 2. 2. 6 Health and Education Tanina lacks a health facility so the people usually rely on the expertise of traditional heale rs ground in the community. These herba harks cure a variety of diseases and ailments like assume ache, headache, epilepsy, snake bites, fever and many other common illnesses. Due to the vantage location of the community, most life-threatening illnesses are both referred to the Poyentanga clinic or the Wa regional hospital.In some cases, the people patronize the service of chemical stores in the community in order to acquire drugs to cure their health conditions which are usually without a doctors prescription, this leads to the incidence of self-medication which only causes harm than good. The people have been able to practice good food nutrition by balancing their meals to contain all the necessary components of a balanced diet. They eat plant and animal protein as well as vegetables which are prepared under hygienic conditions.From studies conducted in the community in 2011 by UDS students in the community, it was realized that the percentage of trained teachers in the schoo l is encouraging, that is 58. 35% as against 41. 35% untrained. Moreover, the teacher pupil ratio in the school was 135 which is below the national ratio of 145. The school lacks a library facility, electricity to facilitate night classes, notes for renovation of deplorable infrastructure and inadequate staff, furniture, teaching and learning materials which has contributed to poor academic performance on the part of the students. . 2. 7 Water and Sanitation The main source of portable drinking water in the community is bore-holes. Even though, they get access to the Zoomlion service which is not effective, the sanitary conditions of the community is not the best, there exists no sewage disposal systems. Solid and liquid waste from local industries and houses are disposed of in to the open environment. Places used as refuse sites have become heaped and produce foul scents which pose harm to human health. CHAPTER THREE 3. 0 LITERATURE REVIEW . 1 Development of Mobile Telecommunicati on 3. 1. 2 Definition and Brief Historical Perspective Mobile Telecommunication refers to the exchange of information, ideas and thoughts through the medium of a mobile phone, telephone or wireless network. According to the World International Property Organisation (n. d), a mobile communications system/network refers generally to any telecommunications system which enables wireless communication when users are moving within the service area of the system.A typical mobile communications system is a universe Land Mobile Network (PLMN). Until the invention of modern engineering, the use of semaphore, flags, heliograph, relay runners riders and criers, smoke point outs, drum, and light signals message-carrying pigeons, and even the postal system were the traditional long-distance communication media (http//en. wikipedia. org/wiki/Telecommunication, flockloaded on 10th August 2008). According to Balasubramanian et al. , (2002, p. 49), the low gear contagious disease involving a si ngle mobile platform occurred in June 1898, when Marconi transmitted a radio signal over 42 miles between a French naval vessel and the Wimereux shore station. The number one transmission between a mobile transmitter and a mobile ownr occurred in July 1898 when aboard the purple Navy warship Juno, Marconi received messages from the warships Alexandra and Europa at ranges of up to 45 miles. The first mobile telephone call occurred in June 1946, when a truck driver in St.Louis, Missouri, placed a telephone call using a handset from under his vehicles dashboard. Utilities, truckers, and news reporters rapidly adopted this technology and nearly 100 cities and high behavior corridors and access to mobile telephone service by 1948. The technologies were very expensive then. The cellular phone concept that currently supports the bulk of mobile communication was developed in 1947 at gong Laboratories. Today there are many different types and kinds of mobile phones that are used with su pporting network for communication.These mobiles have different features and powerful capabilities. Apart from the basic use of making and receiving calls and messages some can be used to play music, video, games, store considerable amount of personal data, access banking function with internet capabilities (e-mails, e-order/ procurement etc), among other uses. Mobile communications systems have been developed because of the increasing need to free users to move away from fixed telephone terminals without impairing availability of users.Mobile technology has rapidly developed from first generation (1G), second generation (2G), third generation (3G) to beyond third generation (3. 5G and 4G) mobile technology that uses digital wireless technology that supports faster display of multimedia and global roaming 3. 1. 3 Players and Role of Mobile Telecommunication Mobile communication network providers, in delivering services to customers, operate in an environment that involves purposef ul relationships and interactions between several actors in many activities and with different resources.Some of the players in mobile telecom industry providing services to the customers at their various locations are the mobile operator who provides the location positioning infrastructure that tells where the customer is the content provider that delivers the information the provider that combines the information with the location information and makes it location relevant and the platforms through which the customers can access the services (Harter 2000). therefore it appears that any mobile telecom network needs to have several key players along its value chain in delivering services to its customers (Pura M. 005). Mobile telecommunication plays a major role in todays information technology-driven world of business. Nigel Scott et al. , (2004, p 14 &15) observe that one might expect most calls to be related to economic issues seek confirms that at present in Africa, it is soci al uses that drive phone use amongst the poor. Chatting and keeping in touch are the most common use of phones. This is of value because it strengthens social capital through improved networking with friends and family. new(prenominal) social calls concerning urgent matters (e. g. funerals and festivals) and financial matters (e. . call to family members working in cities to ask for bills) rank highly and business and official/government matters currently rank the lowest. Calls enable people to save time, increase production (business), diversify (e. g. crops, goods in shops), and to get news. Together this means that phones have a positive impact on improved incomes, reduced risk, and an improved sense of well-being. Some of the roles played by mobile telecommunication are It is an enabler of Mobile commerce and promotes dissemination of useful information to entrepreneurs and enhancing business cornerstone (Adjei Boadi R. amp Gause Shaik A. 2006 Sahlfeld M. 2007 Nodh & Nodh 2 007). It is a source of employment for many people whose jobs are buildd and/or facilitated contributely or indirectly by the existence of mobile telecommunication (Adjei Boadi R. & Gause Shaik A. 2006). It is a significant source of revenue not only for its business operators but also to governments through taxes paid by income earners in the mobile telecom industry (Adjei Boadi R. & Gause S. A. 2006). It is a cheap means of communication and therefore cost-effective since it reduces the cost of travel. Nodh & Nodh 2007) It enhances the convenience of instantaneous communication. Mobile phones were introduced so we could communicate when on the move and the capabilities have now expanded beyond their initial function for talk you can now use mobile phones to access/receive a range of information wherever you are. A mobile phone allows you to be accessible at all times, wherever you are. It can help improve communication between staff and customers, particularly business to bus iness customers that may involve travelling (Adjei Boadi R. amp Gause Shaik A. 2006). Some of the arguments raised against the use of mobile phones are that It elicits more unwanted calls as a result of being accessible from anywhere in the country. There is a potential cost of using a mobile phone for business, and the costs will be so high as to damage their business. This is a potential danger, particularly when employees are using business mobiles, as there is a risk that some employees could misuse the phone raising bills massively. It is hazardous to the human health in that it causes encumbrance in concentration when driving, fatigue, and headache cancer, increase reaction time in a time time-dependent manner, antisepsis in man, and many other diseases. The use of mobile phones increases the risk of road accidents that couldhaveneverhappenedwithoutphones. (http//www. controlyourimpact. com/2008/03/disadvantages-of-mobile-phones/phones/) 3. 2 Description of environ Service Providers in Ghana Telecommunication service providers in Ghana over the years have increased from three to six in the last ten years.Most of the service providers in the mobile telecom industry, particularly the GSM service providers are all multi-national companies. It has been revealed that the main tenabilitys of their coming to Ghana is either a wind up buy out of local interest or they go in for a foreign-local partnership in which they are going to be the majority shareholders. (www. nca. org. gh) According to NCA statistics, (December, 2011), the number of registered mobile phones and fixed lines in Ghana is 21,450,564 which represents 89. 4% of Ghanas estimated 24 million people comprising of 88. 2 mobile penetration and 1. fixed line penetration. Going by the NCA figures in December, 2011, MTN commands 48% market share, Vodafone 20. 2%, Tigo follows with 18. 53%, Airtel comes in at 12. 4% and Expresso trails with a relatively insignificant 0. 88%. Each of the telecom ne twork companies is continually improving upon the quality of their service delivery in order to survive the high competition in the industry 3. 3 Licensing The National Communication office staff (NCA) is the only institution mandated by the regimen to give endorse to prospective telecommunication firms wanting to operate in Ghana.The main reasons for the licenses are to check unauthorized firms operating without the knowledge of the Government. The licensing is takee in an open, non-discriminatory, and transparent manner. The NCA in consultations with the Ministry of Communication jogs the application criteria, procedures and terms of conditions associated with the license. The National Communication authority (NCA) has the right to withdraw the license of firms. Licenses fees are determined by the National Communication Authority in consultation with the Ministry of Communications.Licenses for Mobile phone service providers are based on the utilisation of the national resou rces like the electromagnetic spectrum. (www. nca. org. gh) 3. 4 Competition Policy The National Communication Authority has the competition policy in place to make sure there is fair, transparent and non-discriminatory telecommunication market environment. In every society where there is more than one firm operating in the same playing area there is always competitions among them and one will be better than the other. In the telecommunication sector of Ghana there are five active different service providers that operate in the country.The policy is to ensure that these service providers work in harmony with each other. The National Communication Authority has the mandate to determine specific procedures, rules, regulation and administrative structures to ensure the competitiveness of this policy. The policy makes sure that small and too large service providers are all treated in an equal and fair manner. (www. nca. org. gh) 3. 5 Customer Protection Strategies Companies need to kn ow the factors that lead to satisfaction or dissatisfaction of a product with their existing and past customers to define emerging plans for operation and marketing.Getting a real insight about the customer views on MTN products or services requires effective and in-depth market research covering all aspects of general customer behavior attributes. MTN Company conducts personal interviews, hint horizons, feedback forums etc. to gain the customer behavior for the product and the company. (www. mtn. com. gh) 3. 6 Building Customer Satisfaction Customers has become quality conscious and companies have started quality control programs in their manufacturing and retailing operations.The products offered need to meet the expectations of the customer. In certain cases of relationship marketing, telecommunication companies try to overwhelm the customers with so much value that he does not think of going for a competitive product. In the competitive business environment, a business work does not end with a sale. The company tries to constantly update the customers regarding new product offerings and discounts to the privileged customers. Customers are the king, understanding their expectations and behavioral patterns is the key to business success. www. mtn. com. gh) 3. 7 merchandising Mix Component The Internet has changed the way business is done in the current world. The variables of segmentation, targeting and positioning are addressed differently. The way new products and services are marketed have changed even though the aim of business in bringing economic and social values remain unchanged. Indeed, the bottom line of increasing revenue and profit are still the same. Marketing has evolved to more of connectedness, due to the new characteristics brought in by the Internet.Marketing was once seen as a one way, with firms publicize their offerings and value proposition. Now it is seen more and more as a conversation between marketers and customers. Marketing e fforts consist the marketing mix. Promotion is one element of marketing mix embraced by MTN Company. Promotional activities include advertising (by using different media), sales promotion (sales and trades promotion) e. g. MTN promotion phones with free airtime, and personal selling activities e. g. MTN sales boys and girls moving about with MTN phones, sim cards, modems etc .It also includes Internet marketing, sponsorship marketing E. g. MTN has sponsored a lot of events and programs (such as FIFA World transfuse 2010, and MTN direct marketing, database marketing and public relations. Integration of all these promotional tools, along with other components of marketing mix, is a way to gain an edge over a competitor. (http//en. wikipedia. org/wiki/marketing mix) 3. 8 MTN and Customer Feedback MTN Company either directly or through a consultancy firm involve in understanding the customer deportment which decides the success of their product offerings.It conducts personal cross-se ction interviews with current customers, previous customers and prospective customers to arrive at the racy reasons and facts on the part of the firm in providing customer satisfaction. This feedback helps the company in rebuilding their operational strategies and marketing techniques by improving service standards, delivery systems and payment terms and methods. (www. mtn. com. gh) 3. 9 Role of Ghana Government The Government of Ghana has a very important role to play on how telecommunication and other business group go about their business in the country.Though most telecommunication firms are possess by private investors like MTN, there are rules and regulations they must follow to make work easier and create a very good working environment for other potential investors. The government has to make sure there is equal level field for competitions among various telecommunication service providers. (www. nca. org. gh) The National Communication Authority as a government machinery is mandated to sanction mobile telecommunication companies for poor service delivery or failure to meet core requirements of NCA.On November8, 2011 the NCA issued a statement imposing a fine of GH? 1. 2 million on five mobile telecommunication companies in Ghana. The five MTN, Vodafone, Airtel, Expresso and Tigo were penalised for rendering poor services to their clients. The penalization of the five telecommunication companies covers the third quarter of this year and formed part of measures by the telecom regulator to sanction poor quality service delivery offered to clients of the telecommunication companies and also ensure that consumers have value for gold.Airtel suffered the heaviest fine of GH? 350,000. According to an NCA report, the network, which has approximately 10 per cent of the market with a total customer base of two million as of the end of August, experienced a lot of traffic channel congestion in Tamale, Sekondi-Takoradi and the Upper East and West, and Greate r Accra regions. MTN and Expresso were fined GH? 300,000 each. The former was punished for the same offense as Airtel. Vodafone, which also defaulted in its service quality in three regions Western, Greater Accra and Brong Ahafo regions was fined GH? 50,000. Tigo received the least fine of GH? 100,000 after having defaulted in the Western and the three northern regions. (ghanabusinessnews. com/2011/11/08/five-telecom-firms-in-ghana-fined-1. 2m-for-poor-services) The National Communications Authority (NCA) recently fined telecom giant Glo Ghana, US$200,000 for failing to meet a deadline to steep its commercial operations. The Nigeria based telecom giant received the license to operate in Ghana in 2008. It has since been unable to launch commercial activity in the country after a number of announcements to do so.The NCA issued a Mid-April 2012 ultimatum to Glo Ghana to launch or face sanctions ranging from penalty fines to complete withdrawal of license. It launched its commercial operation on thirtieth April 2012 making it the sixth and last telecom company to operate in Ghana. (businessdailyonline. com/NG/inder. php/media-business/36776-glo-molbile-starts-operations-in-ghana) 3. 10 MTN Ghana Foundation Corporate Responsibility The MTN Ghana Foundation is being set up to manage the somatic social responsibility (CSR) activities.The philosophy of MTN is closely linked with the principles of Sustainable Development which argue that enterprises should be make to make decisions based not only on financial or economic factors, but also on the social, environmental and other consequences of their activities. The MTN Ghana Foundation was launched in November 2007 in Accra, Tamale and Sunyani. The Foundation has been established to direct and manage the corporate social responsibility activities of MTN. The objective of the Foundation is to enhance the socio-economic development of communities where MTN operates.The focus areas for this first year are health and education. These two areas are aligned with national priority and development programmes. (www. mtn. com. gh) With education, MTN Ghana Foundation supported Tsito and Akatsi with educational infrastructure. The foundation commissioned a three (3) unit classroom scarf out and a library for Akatsi D/A Basic schoolhouse and Tsito Senior practiced High School respectively. Prior to the provision, the Akatsi D/A Basic School held classes under trees and Tsito Senior Technical High Schoolalso lacked a school library for student. (www. news. peacefmonline. com/education/201203. hp) MTN Ghana Foundation refurbishes Kpedze Health sum total. the MTN Ghana Foundation, has launched the refurbishment of the Kpedze Health Centre in the Volta Region. The over 30 year old health facility has been struggling with severe structural defects after parts of the building were destroyed through a fire outbreak some few years ago. MTN is investing GH? 160,000 towards the project. The project is expect ed to be completed within a period of 12 weeks and involves the refurbishment of the physical structure of the main Out Patient Department (OPD) and the maternity block. (www. mtn. com. gh/NewsArtDetails. sp? AID=145&ID=11&FirstParentID=1) CHAPTER FOUR 4. 0 DATA PRESENTATION 4. 1. Background of Analysis 4. 1. 1. Respondents Characteristics gameboard 4. 1. 1 Respondents sexual urge Gender relative frequency voice Male 84 64. 62 Female 46 35. 38 sum up 130 100 author product line watch over (June, 2012) The respondents grammatical gender as displayed in gameboard 4. 1. 1 demos that the males (66. 62%) were more than the females (35. 38%). knock back 4. 1. 2 Age of respondents Age/Years frequence portion Below 20 13 10 20 29 36 27. 69 30 39 52 40 40 49 20 15. 38 50 and above 9 6. 93 replete(p) 130 100Source dramaturgy survey (June, 2012) Table 4. 1. 2 indicates the respondents age. It is obvious that most of them were in the young adult age and economically active gro up, between the ages of 20 and 39 constituting 67. 69% (27. 69% and 40%), while the rest constitute 30. 31% made up of respondents below 20, between 40 and 49, and 50 years plus. Table 4. 1. 3 Respondents Occupation Occupation Frequency character genteel servant 4 3. 07 Student 11 8. 46 Businessman/ cleaning woman 31 23. 85 Other profession 84 64. 62 Total 130 100 Source Field survey (June, 2012) Table 4. 1. 3 depicts respondents Occupation.Most of the respondents were farmers (other profession) representing 64. 62% followed by businessman/woman 23. 85 %, while 11 % and 4% were students and civilised servants respectively. Table 4. 1. 4 Respondents Education aim Education Certificate Frequency Percentage BECE 43 33. 07 WASSCE 40 30. 76 fleece 4 3. 07 Bachelors Degree 0 0 Post receive 0 0 Uneducated 43 33. 07 Total 130 100 Source Field survey (June, 2012) chassisure 4. 1. 4 depicts respondents level of education. This shows majority of the respondents are BECE holders and une ducated representing 86%, followed by WASSCE 30. 6% and Diploma 3. 07%. 4. 2 Analysis of MTN to MTN calls or MTN to other networks or other networks to MTN in Tanina. The research used satisfied, very satisfied and disgruntled to analyze how effectve MTN to MTN, MTN to other networks and other networks to MTN calls were in the community. The table below reveals how respondents matte about MTN to MTN calls in the community. Table 4. 2. 1 MTN to MTN calls MTN to MTN calls Frequency Percentage at ease 22 16. 92 in truth Satisfied 32 24. 61 Dissatisfied 76 58. 47 Total 130 100 Source Field survey (June, 2012) The research revealed that 58. 7%, representing majoring of the sample size were not satisfied with calls from MTN to MTN spy situations like call drops, speech mutation, poor voice signal quality and calls not going through. The remain respondent 41. 53% gave no complaints about the network as they were satisfied and very satisfied with their service. When the group contacted the regional office in Wa, they sited reasons like congestion of calls made at a particular time due to the vast number of subscribers, due to rampant fiber cuts during road construction and other development activities near the community.Fig 4. a display results of MTN to MTN calls Table 4. 2. 2 MTN to other networks calls MTN to other networks calls Frequency Percentage Satisfied 21 16. 15 Very Satisfied 11 8. 46 Dissatisfied 98 75. 39 Total 130 100 Source Field survey (June, 2012) During the research it was revealed that 98 out of 130 respondents representing 75. 39% were dissatisfied with calls from MTN to other local networks. This they noted is as a result of call drops, poor voice signal. The remaining 16. 15% and 8. 46% were satisfied and very satisfied respectively. This is tabulated in the tale above.The MTN Regional mapping attributed this to maintenance in their network equipment, poor network signal and technical uncontrollableies other networks might be experiencing , Fig 4. b masking results of MTN to other networks Table 4. 2. 3 other networks to MTN calls Other networks to MTN calls Frequency Percentage Satisfied 32 24. 61 Very Satisfied 9 6. 92 Dissatisfied 89 68. 46 Total 130 100 Source Field survey (June, 2012) Table 4. 2. 3 revealed that majority of the respondents 89, representing 68. 46% were dissatisfied with calls made from other networks to MTN.This, according to respondents, is as a result of call drops, poor voice signal. four-spot non MTN users also stated that they find it difficult and sometimes unrealizable for their calls to go through when trying to call MTN numbers. The remaining 32 representing, 24. 61% and 9 representing 6. 92% recorded satisfied and very satisfied respectively. The MTN Office attributed this occasions to when activities are carried out on the network, poor network signal and technical difficulties other network might be experiencing, Fig 4. c present results of other networks to MTNThe implication of the above analysis indicate that mobile phone users (MTN users and other network users) are dissatisfied with their call service as a result of the following I Call drops II Poor voice signal terce pitch mutation, IV Calls not going through 4. 3 Analyzing MTN most preferred product(s) or service(s) The research with the help of the questionnaires found out the following product(s) and service(s) were known to respondents I MTN Callback II MTN Pay4me III MTN Mobile money IV MTN internet/broadband V MTN Me2u VI MTN internet bundleThe table shows the number of respondents who were able to list the number of product(s) or service(s) known to them. Table 4. 3. 1 List of Product(s) or Service(s) known to Respondents Product(s) or service(s) come up of respondents Percentage MTN Callback 84 64. 61 MTN Pay4me 63 48. 46 MTN Mobile money 77 59. 23 MTN internet/broadband 62 46. 92 MTN Me2u 44 33. 85 MTN govern 23 17. 69 Source Field survey (June, 2012) Table 4. 3. 1 illustrates the number of respondents who listed MTN product(s) or service(s) known to them. Out of 130 respondents 84 representing 64. 1% listed MTN Callback as the product or service known to them, trailed by MTN Mobile money with 77 respondents representing 59. 23%, MTN Pay4me with 63 respondents representing 48. 46%, MTN internet/broadband with 62(46. 92%), MTN Me2u 44(33. 85%) and MTN Zone with 23 respondents constituting 17. 69%. On the other hand, the research also revealed the most preferred MTN product(s) or service(s) by respondents. Table 4. 3. 2 Most preferred product(s) or service(s) PRODUCT(S) OR function(S) Frequency Percentage MTN Callback 37 28. 46 MTN Pay4me 32 24. 61 MTN Mobile money 41 31. 53MTN Internet/broadband 16 12. 30 MTN Me2u 4 3. 07 MTN Zone 0 0 Total 130 100 Source Field survey (June, 2012) Table 4. 3. 2 shows the order of preference for the product and service MTN Mobile money with 31. 53%, followed by MTN Callback 28. 46%, MTN Pay4me 24.. 61%, MTN internet/broadband 12. 30 %, MTN Me2u 3. 07% and MTN Zone 0% Fig 4. e show results of respondent most preferred MTN product(s) or service(s) The reasons behind respondents preferring MTN product(s) or service(s) to others is as a result of the following benefit they accrue from the use of it * MTN Mobile moneyThis service enables users to send money to their love ones in any part of the country through the use of their mobile phone. This respondent say is easier as compared to making transaction in the bank as one does not need to have bank accounts to receive or send money. The research revealed that most of the people who use this service have their families in the big cities that send them money through this service. However, this service is faced with setbacks like poor network signals making it difficult to access the services sometimes. * MTN CallbackThis is a free service that enables MTN users to send messages like please call me, Ive missed you, please call me and cant talk now please text me to co nfrere MTN users even when they dont have credit. According to respondents, they like the use of this service because even when they dont have enough credit to make calls, it allows them to send messages to the intended person for him/her to call them back. * MTN Pay4me The pay4me service allows MTN users to call other MTN numbers even when they dont have credit. As a collect call service the receiver agrees to pick the call and bear the cost instead of the caller.Respondents revealed that they benefitted from this service mostly in times when they face hardship/money crisis. * MTN Internet/broadband This is an internet/broadband service that allows users to have internet access. The research revealed that students, civil servants and businessmen/women are mostly people who use this service. It enables one to have easy access to information by surfing the web. Some of the respondents complained about the poor nature of this service like poor internet speed and abrupt interruption in the continuative. * MTN Me2u This allows MTN users to send or receive credit/airtime to/from other MTN users.Only four (4) respondents use it and were satisfied with the nature of the service. The group used a 5 point scale (where 1 is the lowest and 5 is the highest) to rate the level of customer satisfaction in relation to the most preferred product(s) or service(s). Table 4. 3. 3 Rating Frequency Percentage 1 12 9. 23 2 73 56. 15 3 22 16. 92 4 21 16. 15 5 2 1. 54 Total 130 100 Source Field survey (June, 2012) Table 4. 3. 3 shows that, 56. 15% respondents chose 2, followed by 3, representing 16. 92, 4 representing, 16. 15%, 1, representing 9. 23% and 5, representing 1. 4%. In conclusion majority of the respondents, 56. 15% rated 2, indicating their dissatisfaction about the quality of MTN product(s) and service(s). From the analysis, it is clear that the most preferred MTN product(s) or service(s) is MTN Mobile money with 31. 53%, followed by MTN Callback 28. 46%, MTN Pay4me 24. . 61%, MTN internet/broadband 12. 30%, MTN Me2u 3. 07% and MTN Zone 0%. 4. 4To ascertain how convenient MTN subscribers have access to their helpline (111). The table below shows the number of respondents who the MTN customer helpline number Table 4. 4. Number of respondents who know MTN customer helpline number Responds Frequency Percentage Yes 92 70. 77 No 38 29. 23 Total 130 100 Source Field survey (June, 2012) Table 4. 4. 1 shows that majority (92), representing 70. 77% of respondents knew MTN customer helpline number 38 representing 29. 23%. Fig 4. f showing results of respondents who know the MTN customer helpline number The table below depicts results of respondents who were in one way or the other not satisfied with the services of MTN customer helpline Table 4. 4. 2 Problems No. of respondents PercentageCalls dont go through 67 51. 53 Complaints/problems are not addressed 97 74. 61 Takes a longer time for calls to be answered 103 79. 23 Other 56 43. 07 None of the above 3 2 24. 61 Source Field survey (June, 2012) With respect to 130 respondents, there were multiple answers with how they express their dissatisfaction with the service of MTN customer helpline. 103 respondents chose Takes a longer time for calls to be answered. This represents 79. 23%, followed by Complains/problems are not addressed with 97 (74. 61%), Calls dont go through 67 representing 51. 3%, other 56 (43. 07%) and none of the above with 32 (24. 61%) respondents. Satisfied, very satisfied and dissatisfied were also adopted to analyse the accomplishment to which customers were satisfied with MTN customer helpline Table 4. 4. 3 Level of satisfaction with customer helpline Level of satisfaction Frequency Percentage Satisfied 27 20. 76 Very satisfied 11 8. 46 Dissatisfied 92 70. 78 Total 130 100 Source Field survey (June, 2012) Fig 4. g showing results of respondents with their level of satisfaction with respect to MTN customer helpline.The analysis of the above results indicates tha t majority of the respondents 92 (70. 78%) expressed their dissatisfaction with the service of MTN customer helpline, 27 representing 20. 76% said they are satisfied with customer helpline and very satisfied with 11 respondents constituting 8. 46%. 4. 5 To ascertain the satisfaction level of MTN internet/broadband service by its users Table 4. 5. 1 shows the results of respondents who have or do not have MTN internet/broadband Responds Frequency Percentage Yes 12 9. 23 No 118 90. 76 Total 130 100Source Field survey (June, 2012) During the research, 12 out of 130 respondents, constituting 9. 23% were having or using MTN internet/broadband and the remaining 118 respondents, representing 90. 76% were either not having or using MTN internet/broadband. Those who were not having or using the product/service gave the following I The MTN internet/broadband modem is expensive II MTN internet speed/ tie-in in the community is slow/poor III Discouraging remarks about the modem by its users. IV scarcity in getting one to purchase V Dont have the computer to use it with.The twelve (12) respondents who were using the product or service were asked about their level of satisfaction regarding the product/service. Table 4. 5. 2 Level of satisfaction with MTN internet/broadband service Level of satisfaction Frequency Percentage Satisfied 6 50 Very satisfied 4 33. 33 Dissatisfied 2 16. 67 Total 12 100 Source Field survey (June, 2012) Out of the 12 respondents who were using the product/service 6 representing 50% were satisfied with quality of the service in the community, Four (4) chose for very satisfied representing 33. 3% and with 2 representing 16. 67% indicating dissatisfied Fig 4. h showing results of MTN internet/broadband user with their level of satisfaction. Respondents who were using the MTN internet/broadband service expressed their level of satisfaction regarding the product/service. 6 out of the 12 respondents representing 50% showed they were very satisfied with MT N internet/broadband, followed by 4 representing 33. 33% showing they were satisfied and dissatisfied with 2 representing 16. 67%. 4. 6Overall Satisfaction Level from Respondents Table 4. 6. Overall Satisfactory Level from Respondents Satisfactory Level Frequency Percentage Very satisfied 0 0 Satisfied 9 6. 92 Neutral 37 28. 46 Dissatisfied 78 60 Very dissatisfied 6 4. 62 Total 130 100 Source Field survey (June, 2012) The above table indicates that majority (78 respondents out of 130 representing 60%) of the respondents expressed dissatisfaction with the overall MTN customer satisfaction with respect to their product(s) and service(s) in t community. Fig 4. i showing results of overall satisfactory level of respondents. . 7 Plans by MTN Ghana to improve customer satisfaction in rural areas of Upper West Region. * Widen their network coverage from the continuance and breadth of the country which rural areas in Upper West is part of. * Improve the quality of their product(s) and service(s) to meet customers needs. * Continue to deliver and provide better services to their dedicated customers. * Perform other developmental activities through heir Corporate Social Responsibility Foundation. CHAPTER FIVE 5. 0 SUMMARY, CONCLUSION, AND RECOMMENDATIONS 5. 1 Summary and Major FindingsThe research major findings cover the four thematic research objectives. 5. 1. 1To find out how MTN to MTN calls or MTN to other networks or other networks to MTN calls effective in Tanina The research revealed that 58. 47% representing majoring of the sample size were not satisfied with calls from MTN to MTN sighting situations like call drops, speech mutation, poor voice signal quality and calls not going through. The remaining respondent 41. 53% gave no complaints about the network as they were satisfied and very satisfied with their service.During the research it was revealed that 98 out of 130 respondents representing 75. 39% were dissatisfied with calls from MTN to other local n etworks. This, they said is as a result of call drops, poor voice signal. The remaining 16. 15% and 8. 46% were satisfied and very satisfied, respectively. Finally, the research revealed that majority of the respondents 89 representing 68. 46% were dissatisfied with calls made from other networks to MTN. This according to respondents is as a result of call drops, poor voice signal.Four non MTN users also stated that they find it difficult and sometimes impossible for their calls to go through when trying to call MTN numbers. The remains 32 representing 24. 61% and 9 representing 6. 92% recorded satisfied and very satisfied respectively. 5. 1. 2To ascertain what MTN product(s) or service(s) is/are most preferred. In the course of the research, respondents most preferred MTN product(s) or service(s) was MTN Mobile money with 31. 53%, followed by MTN Callback 28. 46%, MTN Pay4me 24.. 61%, MTN internet/broadband 12. 30%, MTN Me2u 3. 07% and MTN Zone 0%. . 1. 3To examine how convenient M TN subscribers have access to their helpline (111) in Tanina. The research indicates that majority of the respondents 92 (70. 78%) expressed their dissatisfaction with the service of MTN customer helpline, with Satisfied 27 representing 20. 76% and very satisfied with 11 respondents constituting 8. 46%. 5. 1. 4To ascertain the level of satisfaction of MTN internet/broadband service by its users. Respondents who were using the MTN internet/broadband service expressed their level of satisfaction regarding the product/service.Six (6) out of the 12 respondents, representing 50% showed they were very satisfied with MTN internet/broadband, followed by 4 representing 33. 33% showing they were satisfied and dissatisfied with 2 representing 16. 67% 5. 2Conclusion It can be concluded from the study that majority of the respondents expressed their dissatisfaction with the overall MTN service. The main reasons given by the respondents are a Some of the respondents are of the view that, MTN prod ucts and services is expensive. b The network in the community is unstable which causes I Call dropsII Poor voice signal III Speech mutation IV Calls not going through c Various MTN product and services were unknown to respondents d The services provided by the customer helpline are unsatisfactory. The study also found out that the following with respect to MTN service which are worth mentioning * The quality of MTN internet/broadband was satisfactory * The nature of MTN Mobile Money service was also satisfactory to those who used it 5. 3Recommendations The research has come to conclude that MTN offers varieties of products and services to its valued customers.However, some of the products still remain unknown to majority of respondents. Among these products and service include MTN video calling, MTN Blackberry, MTN Backup, MTN Play, Eselfcare and call management services like call divert, call barring and, hide number. * MTN should strengthen their advertising/ promotion mechanism to create awareness about their products to its subscribers in rural areas like Tanina. * Since majority of the respondents were not satisfied with MTN product and service, the research recommend that MTN Ghana should improve the quality of their product(s) and service(s) in rural communities. MTN should cut down the prices regarding their product and service to make it affordable to rural people * MTN should improve upon their customer helpline service to retain customers since majority expressed their dissatisfaction about this service. * Upgrade and improve on their network coverage in rural communities. * MTN Ghana Foundation as part of it Corporate Social Responsibility should extend it their corporate responsibility programs to rural communities like Tanina. * MTN should make available the 3. 5G Network to enable fast and uninterrupted internet connection in the community.UNIVERSITY FOR DEVELOPMENT STUDIES FACULTY OF INTEGRATED DEVELOPMENT STUDIES DEPARTMENT OF AFRICAN AND GEN ERAL STUDIES (DAGS) DEVELOPMENT conference OPTION AN ASSESSMENT ON CUSTOMER SATISFACTION WITH PRODUCT AND SERVICE DELIVERY OF MTN GHANA IN RURAL AREAS OF THE UPPER WEST REGION. (A CASE STUDY IN TANINA) QUESTIONNAIRE FOR RESPONDENTS Dear mobile network subscriber, we are students of University for Development Studies, Wa Campus and this questionnaire is designed to collect information about how you feel about the service delivery of your mobile network in Tanina, Upper West Region at least for the last 12 months.Your responses will be treated as confidential and will be used for only academic purposes, Thank you. Please tick v the appropriate box for your answers. RESPONDENTS IDENTIFICATION 1. Please what is your gender? male female 2. Please select your age group. below 20 years 20 29 30-39 40 49 50 and above 3. What is your occupation? civil servant student businessman/woman other.. 4. Select your highest academic or professional qualification?Select only o ne WASSCE Technical/Post-secondary Diploma/HND Bachelors degree Post-graduate Diploma/Masters PhD Uneducated CUSTOMER RESPONSE TO SERVICE DELIVERY 5. Are you a subscriber to a telecommunication network? Yes No 6. Which mobile telecom network(s) do you use? Vodafone MTN Tigo Expresso Airtel Glo 7. Are you a multi-SIM card user (MTN and any other)? Yes No 8. If Yes, give reason