Customer Satisfaction with Service Quality of Mobile Phone Repair Technicians

Abstract

The reliance on mobile phones has expanded the mobile phone repair sector, thereby making service quality an important factor for customer retention and business sustainability. Therefore, this study examined the extent of customer satisfaction with the service quality of mobile phone technicians. The study focused on five dimensions of service quality: reliability, responsiveness, empathy, assurance, and tangibles. A descriptive survey research design was adopted, and data were collected from 220 customers who had patronised mobile phone technicians in Ijebu-Ode, Ogun State, Nigeria. A validated and reliable questionnaire (α = 0.89) was used for data collection. Mean and standard deviation were used to answer the research questions, while t-test statistics were used to test five hypotheses at the 0.05 level of significance. Findings revealed that customers were satisfied with all dimensions of service quality. Reliability had a mean of 3.30 ± 1.42; responsiveness (x ‾= 3.27 ± 1.40); empathy (x ‾= 3.31 ± 1.41); assurance (x ‾= 3.40 ± 1.40); and tangibles (x ‾= 3.45 ± 1.38). T-test results showed no significant differences between adolescents and adults on responsiveness, empathy, and tangibles (p > 0.05), but significant differences were found for reliability and assurance (p < 0.05). The study concluded that all five service quality dimensions enhance customer satisfaction. It recommended continuous professional development and better customer-relation practices among technicians.