A STUDY ON CUSTOMER SATISFACTION AND RETENTION IN THE TELECOMMUNICATION INDUSTRY; AN EMPIRICAL STUDY OF THE NEW JUABEN MUNICIPALITY

This is about the Telecommunication Industry in the New Juaben Municipality of Ghana. From being a monopoly the market has switched into a more competitive market with more competitors that offer more services. Increased in the number of networks together with high expectation of consumers for quality services have brought about a very keen competition in the industry. There has been a lot of rivalry from the various competitors such as MTN Vodafone Tigo Zain and Kasapa. There is the continuous switching or defecting of customers from one network to the other if one's service is deemed as less quality. It is easier for Telecommunication providers to acquire customers but are they really satisfied with their offerings in order to be retained overtime?