GENDER DIFFERENCES, SERVICE QUALITY AND CUSTOMER LOYALTY IN CHOICE OF MOBILE TELECOMMUNICATION INDUSTRY IN SIERRA LEONE.

Abstract

Mobile Telecommunication industry is now one of the growing sectors in the economy; thus making it the fastest growing market in the world. This paper aims at examining the correlation that exists between customer’s loyalty and qualities of services provided by the Mobile Telecommunication Companies in Sierra Leone. Data was collected through a questionnaire using simple sampling method. Findings from the study revealed that a vast majority of the respondents subscribe to more than one network provider. Also revealed in the analysis was that female customers preferred low service charge mobile network while male customers preferred network with wide coverage. The paper recommends that mobile telephone companies should give more prompt attention to customer’s complaints and they should try to improve their connectivity.