Academy of Strategic Management Journal (Print ISSN: 1544-1458; Online ISSN: 1939-6104)


Effect of Stakeholders Intimacy on Quality of Products and Services of Telecommunication Firms in Nigeria

Author(s): Stanley N Ajalie, Chinonye L Moses, Olaleke O Ogunnaike

This paper examined the effect of stakeholders’ intimacy on quality of products and services of telecommunication firms in Nigeria. The study population consists of the four major telecommunication service providers in Nigeria namely MTN, Globacom, Airtel and 9Mobile. The sample size was made up of 1200 subscribers of telecommunication products/services selected based on random and convenient sampling techniques. In order to obtain relevant data for the survey, a well-structured questionnaire was used as an instrument. A total of 1200 questionnaires were distributed and a total of 1003 were retrieved and analysed. Data analysis was carried out with the aid of structural equation model (SEM) and statistical package for social sciences (SPSS) software. The findings showed that stakeholders’ intimacy has a significant effect on quality of products and services. The study recommends that telecommunication firms should ensure they offer quality products and services to promote loyalty and cordial relationships with stakeholders.

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