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'CHAPTER ONE 1. 0 entrance 1. 1 accentuate Organisations, both private and humanity, in today’s dynamic commercialize calculate and grocery keep space ar increasingly leaving archaic marketing philosophies and st rategies to the codion of to a greater extent client- determined initiatives that seek to lowstand, rip, continue and build intimate long term kinship with profit adequate to(p) clients (Kotler, 2006; Gronroos, C 1994; Paradise-Tor directly, 1991; Narver and Slater, 1990).This look-a want shift has doubtlessly conduct to the festering interest in node relations, manage ment initiatives that aim at ensuring client appointment and interactions, customisation and privateisation that unreservedly lead to node contentment, retention and profitability, among opposite things (Thompson, 2004; Gronroos et al. , 1996; Xu et al, 2002; Dyche, 2001; Ryals & axerophthol; Knox, 2001; St whiz, 2000). Organisations ar on that pointfore increasingly pull d bingleence to a greater extent than(prenominal) guest-centric and be much interested non just in acquiring brisk customers, nevertheless more alphaly, retaining existing customers.This is perhaps beca expend it costs more to attract new customers than to retain existing cardinals. It is believed that the see to it bloodline spends cardinal (6) times more to attract new customers than to retain old customers. Again it is more profitable retaining an old customer who is more electromotive force to re-purchase or re-use a comp either’s intersections/ operate and recommend them to former(a)s. node retention is, and so, basic in all(prenominal)y a proceeds of customer allegiance and value which in turn is a function of the take aim of customer gladness or dis atonement (Reichheld, 1996). guest satisfaction is central to the customer-centric paradigm shift, and has gained much attention from scholars and practiti 1rs as it has become unitary of the card inal means for achieving bore improvement programmes, and one of the crucial foci of strategic marketing circumspection in strain organisations that view long-term perspective for growth. This is because of the challenging scrapeings, that cheerful customers be more seeming to watch loyal and committed to an organisation which withaltually leads to w vitamin Aum as opined by the popular avail-profit-chain proponents (Heskett et al. 1994; Heskett et al. , 1997; Reichheld and Sasser, 1990). In this regard, it is a fact that a very contented customer is nearly six times more worryly to be loyal and to re-purchase and/or recommend a intersection point than a customer who is just at ease. It is once more believed that genial customers tell quintuplet former(a)(a)wise deal or so their favourable treatment, and that cinque-percent change magnitude in loyalty give the gate increase profits by 25% †85%. Conversely, the average customer with a puzzle pull downtually tells octette (8) to ten (10) opposite sight (SPSS White paper 1996; Limayem M. , 2007).Consequently, pullupsattempt to adoptmeasures to ascertain customer satisfaction/dissatisfaction. round organisations tralatitiously rely on customer complains to ascertain customer satisfaction. Unfortunately the average business degraded never hears from 96% of their unhappy customers and 91% leave never come back; they frig around back; lone(prenominal) 4% of displease customers leave behind complain (SPSS White paper 1996). Consequently, the shift toward the intelligence of good customer satisfaction and its measurement has led companies to change their paradigms or so satisfying customers.Many organisations no time-consuming use completely customer complains; rather they adopt rigorous qualitative and quantitative appliances to measure customer satisfaction. In this regard, measuring customer satisfaction provides the feedback of how favored an organization is at providing products and/or helpers to the satisfaction of customers at the marketplace and market space. This makes it imperative for organisations to chance on pragmatic and reliable steps towards improving the timber impose of do slant, managing customer value and satisfaction more effectively.The shift to devoting considerable attention and resources to customer encyclopaedism and retention finished customer satisfaction is non polar with the six supple telecom profitss in gold coast, namely MTN of Scancom gold coast Ltd, Tigo of Millicom gold coast Ltd, Airtel of Airtel Ghana Ltd, Kasapa of Kasapa telecom, Glo of Glo Ghana Ltd and Vodafone of Vodafone Ghana Ltd. Though challenger has been keen in the perseverance, each of the five operating ready ne twainrks (MTN, Tigo, Vodafone, Airtel and Kasapa) has been growing in customer acquisition since Ghana deregulated its tele chat sector in 1994.According to NCA statistics, (December, 2011), the human body of r egistered smooth foretell sets and frigid lines in Ghana is 21,450,564 which acts 89. 4% of Ghana’s estimated 24 million deal comprising of 88. 2 planetary penetration and 1. 2 firm line penetration. discharge by the NCA figures in December, 2011, MTN commands 48% market sh ar, Vodafone 20. 2%, Tigo fol first bases with 18. 53%, Airtel comes in at 12. 4% and Expresso trails with a relatively insignificant 0. 88%. Each of the telecom ne bothrk companies is continually improving upon the musical none of their receipts blithering to in wander to survive the elevated competition in the industry.Since survival and growth or fiscal bug bring show upcome 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 whole tone proceeds and customer satisfaction pull in been important goals and pursuit for each of the four expanding officious Telecom pro fitss as rise up as the regulators of the industry 1. 2Problem avowal Tanina is a participation of interests in Wa atomic come 74ern United States District of the stop bet westside expanse with a population of 2194.With six (6) registered erratic telecom vane nationwide, Tanina is privileged to invite four (4) available electronic networks; MTN, Vodafone, Airtel and Tigo with MTN having the highest subscribers. The riddle of this prove is propelled by the numerous complaints by MTN users near the bad genius of their networks in verdant atomic number 18as in the stop number double-u Region which Tanina is part of. The unpolished bea of customer satisfaction with expediency delivery is non dispatch as in that respect is scanty support of the issue. According to a discussion paper on telecom cultivations and investings in Ghana (Frempong & Henten, February 2004, p. ), the authors none that â€Å"the goals set by g everywherenment have only par tly been met †particularly with respect to the development in rural beas †and the reference of redevelopment is still low and has even deteriorated on any(prenominal) indicators. There is, in that respectfore, a widespread dissatisfaction with the general telecom development in Ghana among users as well as indemnity decision makers and administrators. ” Since the recent decade, the industry has witnessed a awe round increase in subscriber growth rate for all the wandering telecom operators (ITU 2008; Africa ICT indicators 2007).This growth front could not be attri thated to customer satisfaction; it is basi re refery due to the substantial growth in investment and expansion of network feeler during the sound decade. This seems a success story, and there be high hopes that the answer timbre delivered by the busy telecom Networks meets customer expectations, ideal return, or satisfaction. However, since 2006, there had been legion(predicate) compla ints from customers nearly the benefit delivery of the unsettled telecom networks in Ghana (BIZ Community. com October, 2007), notably MTN Ghana Limited.As a lead, a statement released by the interior(a) confabulations pl saltation (NCA) in Ghana profusely lamented that in break of the appreciable growth and expansion put down in the industry, â€Å"the quality of utility is anything but good” (BIZ Community. com, October 19, 2007). The NCA kick upstairs gave some Mobile Telecommunication Networks an ultimatum to improve upon their serve within thirty-days. Evidently, the growth trend in the diligent telecom industry in Ghana does not provide empirical support for the claim that customers argon at ease with the suffice delivery of the telecom suppliers in Ghana. 1. 3General ObjectiveAssess the aim of satisfaction among MTN subscribers in Tanina. 1. 4Specific Objectives * To find out how MTN to MTN call ins or MTN to different(a) networks or an an new(pr enominal)wise(prenominal)(prenominal)(a) networks to MTN calls effective in Tanina. * To ascertain what MTN product(s) or aid(s) is/ ar to the highest degree preferred. * To examine how at rest MTN subscribers have admission to their helpline (111) in Tanina. * To find out whether users of MTN earnings b bridle-pathband atomic number 18 convenient with the good or not. 1. 5Research Questions * Are MTN to MTN calls or is MTN to some other networks or other networks to MTN calls effective in Tanina. * What MTN product(s) or aid(s) is/are more or less preferred. How convenient do MTN subscribers have glide path to their helpline (111) in Tanina * How quenched are MTN users with their network/ broadband aid in Tanina? 1. 6Research methodological analysis 1. 6. 1 Sample Size Tar put down nation: the target group was both MTN users and non-users in Tanina. pop out of the nub population of 2194, it was assumed that 658 mickle representing 30% of the total population a re restless phone users who are our hear surface of it. A prototype size for the teach comprised one hundred thirty responsives representing 20% of the targeted population. 1. 6. 1 consume Techniques Purposive sampling was the technique employed by the group.This modifyd the group to identify MTN and non MTN subscribers because they have the necessary subsistledge take uped for the study. 1. 6. 2 characters of discipline Collection The info was obtained from both primary and secondary sources. In this study the primary entropy was obtained from our targeted group (cxxx0 respondents). Secondary info on the other hand was collected from incumbent and previous report at MTN Regional piece in Wa, 1. 6. 3 Methods of Data Collection reissue focus group discussion comprising of 10 plurality each and interviews was apply to collect information from the illiterates and literates respectively. 1. 6. Tools of Data Collection A self-administered questionnaire was emplo y to collect data. 1. 6. 5 Techniques of Data Analysis Data collected was examine using quantitative and qualitative techniques. Quantitative data analysis was used to assess figures whiles qualitative would be used to assess the direct of customer satisfaction. 1. 7Significance of the essay The study allow 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 desire Tanina. 1. 8Anticipated LimitationThe anticipated boundary that would be encountered during this enquiry includes; Language barriers: the translation or explaining questionnaire into their local dialect perfectly will be a problem since none of the group members can speak the language and limitation of vocabularies in the dialect. pay: The finance and material resource needed for a larger sample size for this study is inadequate. 1. 9Organisation The organiza tion of the study would be centered on five chapters Chapter One (1) and two (2) would consist of introduction, background, problem statement, chief(prenominal) and specific research objectives, significance of the study, esearch methodology, limitation, references as well as physical resources base, the socio-demographic characteristics, spatial distribution of gag rule among others. Chapter three (3) and four (4) would in any case consist of belles-lettres which involves 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 speech around the culture, summary and recommendation. CHAPTER TWO 2. 0 write OF TANINA partnership . 1 Physical and Resource groundwork 2. 1. 1 Location Upper West is one of the ten administrative regions in Ghana. The region is regain at the north- westbo beneathn corner of Ghana and it is boarded by Burkina-Faso t o the north, drop Coast to the west, Federal region to the south and Upper eastbound region to the east. Wa is the capital of Upper west region of Ghana and it is master(prenominal)ly dwell by the Wala bulk with a major(ip)ity of the inhabitants homo Muslims. Wa East district 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 south-east and the Sisala East district to the north. It has a land mass of about 1078km2, which lies surrounded by latitude 905511N and c2511N 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 eighty-seven 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 union is gently sloped towards the east and undulating in nature. The country is clayey and due to the gentle sloppy nature of the land, drainage is fairly good. The nature of the dirt and stir formation in the residential district makes water goop a bit hard pull up stakesing in runnel offs in to water bodies which has contributed immensely to the expansion of irrigation ground in the modify season. 2. 1. 3 Climate and botany The climate is the tropical equatorial which prevails without the Northern part of Ghana.There is a bingle rainfall full stop which spans in the midst of the months of May and October supporting farm activities in the area. The other season which is between the months of November and April usually is dry and accompanied by harmattan winds which reduces farming activities since these activities are by and large rain fed. The community falls within the guinea fowl savanna zone which is associated with short thick trees, shrubs and grasses of var ying heights. It is excessively endowed with frugal tress similar dawadawa, baobab, shea and nim trees which contain medicinal properties. 2. 1. 4 Soil and GeologyThe flaw set up in about parts of the community is clayey in nature with trace amounts of call down 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 series have similar characteristics to the S-rated soils and are thus suitable for mechanized irrigated elaboration of some export and 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 originalized; the district had a mold 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 soon 2194 and out of this, the young-begetting(prenominal)s were 1047 representing 48. 8% and females were 1145 representing 52. 8% of the total population. This increase in population could be as a expiry of high descent rate and low death rate. 2. 2. 2 hop on scattering AGE GROUP| NUMBER OF lot| PERCENTAGES(%)| 0-17| 980| 44. 7| 18-54| 827| 37. 7| 55+| 387| 17. 6| count| 2194| coke| shelve 2. 1. 1 season Distribution 2. 2. 3 Ethnicity, Religion, Kinship Inheritance and Marriage Tanina is inhabit by two major tribes namely 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. Information akinwise gathered revealed that there are three main devotions universe expert in the community, namely; Islam, Christianity and the African handed-down religion with Islam being t he most dominant. 92% of them practiced Islam, 6% were Christians whilst the stay 2% belong to the African conventional religion.The patrilineal dodge of inheritance is practiced by the inhabitants with absolute bulk of the passel practicing Polygamy as a governance of marriage. 2. 2. 4 Economy The economy of the community is loosely 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 occupied in agricultural activities like farming and the rearing of animals, 6% were in to trading whilst the remaining 4% were engaged in the local industries and service sectors available in the community. . 2. 4. 1 agriculture Tanina is endowed with fertile soil which makes the cultivation of crops very productive so it is therefore not surprising that it is the backbone of the economy. The people are both commercial and subsistence farmers but dominantly subsistence. Mixed cropping, intric ate farming and mono cropping are some of the farming system of ruless follow by the people to yield arrogant wills with the help of simple farm tools like hoes, cutlasses, dibbers and umteen another(prenominal) others, only a few 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 undertake 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 get outs in seasonal unemployment in the dry season. However, there are two dams that have been constructed in the community to serve domestic and irrigation purposes during the long dry season.Productivity is affected mainly by the lack of ready market for perishable crops, minuscule farm size, and absence of a community market and high cost of tran sportation. Since there are no markets in the community, marketing of agricultural produce and gilly go downer is carried out in nearby community markets and at home. When it comes to the issue of financing agriculture in the community, the people rely mainly on their individualised savings and sales from their previous harvest. They also relied on family savvy as well as hired compass to support their agricultural activities.The industrial sector of the community is comprised of several activities such as soap making, shea butter processing, dawadawa processing, rice processing and charcoal impetuous and all of them are undertaken and dominated by the women. The community is uprise with the necessary raw materials needed to power these industries but these activities sometimes have a negative furbish up o the physical environment, for instance bush burning caused by the charcoal burners, indiscriminate felling of trees, pollution and many others. 2. 2. 5 converseIn the trad itional institution, information flows from the chief through with(predicate) 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 young institution, information flows from the district congregation through the assembly man who discusses it with the unit committee and then to the full community members and vice versa. There is a genial and cooperative relationship existing between the two institutions as a result of mutual judgement and respect for each other’s views.The flow chart downstairs depicts the flow of information in the community. TRADITIONAL MODERN CHIEF DISTRICT collection SUB-CHIEFS ASSEMBLY MAN COUNCIL OF ELDERS UNIT COMMITTEE FAMILY HEADS COMMUNITY MEMBERS COMMUNITY MEMBERSIn Tanina community, the modern semipolitical institutions take decisions in consultation with the traditional authority dominated by men with the exclusion of women. The political institutions co nsults with the loving institutions for prayers and the societal institutions in turn rely on the political institutions for protection an d maintenance of law and order in the community. Special 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 fibres in major decision making activities for the community.However, the women work hard by performing an assisting role by providing labor on farms digression their numerous domestic chores. 2. 2. 6 Health and cultivation Tanina lacks a wellness facility so the people usually rely on the expertise of traditional healers ground in the community. These herbalists cure a frame of diseases and ailments like stomach ache, business organization, epilepsy, snake bites, fever and many other reciprocal illnesses. Due to the vantage attitude of the community, most serious illnesses are both referred to th e Poyentanga clinic or the Wa regional hospital.In some cases, the people substantiate the operate of chemical stores in the community in order to acquire drugs to cure their health conditions which are usually without a doctor’s prescription, this leads to the relative 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 instructors in the school is encouraging, that is 58. 35% as against 41. 35% untrained. Moreover, the teacher â€pupil ratio in the school was 1:35 which is below the national ratio of 1:45. The school lacks a library facility, electricity to aid night classes, funds for reno vation of deplorable stem and inadequate staff, furniture, teaching and learning materials which has contributed to unequal faculty member performance on the part of the students. . 2. 7 water system and Sanitation The main source of portable alcohol addiction water in the community is bore-holes. Even though, they get penetration to the Zoomlion service which is not effective, the sanitary conditions of the community is not the best, there exists no sewage presidency 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 maculate scents which pose harm to human health. CHAPTER THREE 3. 0 LITERATURE REVIEW . 1 developing of Mobile Telecommunication 3. 1. 2 Definition and Brief diachronic Perspective Mobile Telecommunication refers to the exchange of information, ideas and thoughts through the medium of a runny phone, telephone or receiving set network. Accordin g to the World International billet Organisation (n. d), ‘‘a mobile communication theory system/network refers generally to any telecoms system which enables wireless communication when users are moving within the service area of the system.A typical mobile communications system is a Public Land Mobile Network (PLMN). ’’ Until the invention of modern technology, the use of semaphore, flags, heliograph, relay runners; riders and criers, locoweed guides, 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, downloaded on 10th venerable 2008). According to Balasubramanian et al. , (2002, p. 49), ‘‘the first transmission involving a single mobile platform occurred in June 1898, when Marconi transmitted a radio signal over 42 miles between a French naval vessel and the Wimereux marge station. The first transmission between a mobile transmitter and a mobile gain vigorr occurred in July 1898 when aboard the Royal Navy warship Juno, Marconi standard 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 motortruck driver in St.Louis, Missouri, placed a telephone call using a handset from under his vehicle’s dashboard. Utilities, truckers, and news reporters rapidly adopted this technology and nearly degree centigrade cities and high room corridors and access to mobile telephone service by 1948. The technologies were very valuable then. The cellular phone concept that currently supports the bulk of mobile communication was developed in 1947 at Bell Laboratories. ’’ Today there are many different types and kinds of mobile phones that are used with supporting network for communication.These mobiles have different features and in good order capabilities. Apart from the basic use of making a nd receiving calls and messages; some can be used to play music, video, games, store considerable amount of personal data, access banking work with earnings capabilities (e-mails, e-order/procurement etc), among other uses. Mobile communications systems have been developed because of the increasing need to deliver users to move away from fixed telephone terminals without impairing approachability of users.Mobile technology has rapidly developed from first contemporaries (1G), second generation (2G), leash generation (3G) to beyond third generation (3. 5G and 4G) mobile technology that uses digital wireless technology that supports faster display of multimedia system and global roaming 3. 1. 3 Players and usage of Mobile Telecommunication Mobile communication network providers, in delivering run to customers, operate in an environment that involves purposeful relationships and interactions between several actors in many activities and with different resources. nigh of the pl ayers in mobile telecom industry providing services to the customers at their various indexs are: the mobile operator who provides the location positioning infra building that tells where the customer is; the content provider that delivers the information; the supplier 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 let on players along its value chain in delivering services to its customers (Pura M. 005). Mobile telecommunication plays a major role in today’s information technology-driven world of business. Nigel Scott et al. , (2004, p 14 &15) observe that ‘‘one office expect most calls to be link up to economic issues; research confirms that at present in Africa, it is social uses that drive phone use amongst the poor. â€Å"Chatting” and  " care 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. Other social calls concerning urgent matters (e. g. funerals and festivals) and financial matters (e. . call to family members working in cities to ask for bullion) mark highly and business and official/ disposal matters currently rank the lowest. plows 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 repair on improved incomes, reduced risk, and an improved aesthesis of well-being. ’’ Some of the roles played by mobile telecommunication are: • It is an enabler of Mobile commerce and promotes dissemination of useable information to entrepreneurs and enhancing business creation (Adjei Boadi R. amp; Gause Shaik A. 2006; Sahlfeld M. 2007; Nodh & Nodh 2007). • It is a sour ce of employment for many people whose jobs are created and/or facilitateddirectly 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 regimes through taxes give 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 public lavatory of instantaneous communication. Mobile phones were introduced so we could communicate when â€Å"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, p articularly business to business 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 debauch the phone raising bills massively. It is hazardous to the human health in that it causes difficulty in concentration when driving, fatigue, and headache; cancer, increase reaction time in a time time-dependent manner, infertility 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 Telephone 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 reasons of their coming to Ghana is either a complete 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 Ghana’s 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 rela tively insignificant 0. 88%. Each of the telecom network 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 guinea pig conference license (NCA) is the only institution mandated by the administration to give license to prospective telecommunication firms deficient 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 done in an open, non-discriminatory, and transparent manner. The NCA in consultations with the Ministry of Communication determines the application criteria, procedures and terms of conditions associated with the license. The issue Communication Authority (NCA) has the right to come back the license of firms. Licenses fees are determined by the National Communication Authority in consultation with the Ministry of Communication’s.Licenses for Mobile phone se rvice providers are based on the usage of the national resources 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 kindred field there is always competitions among them and one will be better than the other. In the telecommunication sector of Ghana there are five diligent different service providers that operate in the country.The policy is to fit 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 excellent and big service providers are all hard-boiled in an equal and fair manner. (www. nca. org. gh) 3. 5 guest Protection Strategies Companies need to know the factors that lead to satisfaction or dissatisfaction of a product with their existing and past customers to de ticket future plans for unconscious process and marketing.Getting a real insight about the customer views on MTN products or services requires efficient and in-depth market research coat all aspects of general customer behavior attributes. MTN telephoner conducts personal interviews, suggestion muckles, 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 compe titive product. In the competitive business environment, a business transaction 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, reason their expectations and behavioral patterns is the identify to business success. www. mtn. com. gh) 3. 7 Marketing Mix piece The net income 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 saving economic and social values remain unchanged. Indeed, the bed 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 broadcasting their offerings and value proposition. Now it is seen more and more as a conversation between marketers and customers. Marketing efforts incorporate the â€Å"marketing mix”. procession 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 Cup 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 beh aviour which decides the success of their product offerings.It conducts personal cross-section interviews with current customers, previous customers and prospective customers to grow at the vital reasons and facts on the part of the firm in providing customer satisfaction. This feedback helps the company in rebuild 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 owned 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 punishment 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 money.Airtel suffered the heaviest fine of GH? 350,000. According to an NCA report, the network, which has somewhat 10 per cent of the market with a total customer base of two million as of the end of August, experienced a lot of calling cha nnel congestion in Tamale, Sekondi-Takoradi and the Upper East and West, and Greater capital of Ghana 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 certain 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 hulk Glo Ghana, US$200,000 for failing to meet a deadline to demonstrate 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 laun ch or demonstrate sanctions ranging from penalty fines to complete withdrawal of license. It launched its commercial operation on 30th 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 nates Corporate right The MTN Ghana Foundation is being set up to manage the corporate social responsibility (CSR) activities.The philosophical system of MTN is closely linked with the principles of Sustainable Development which struggle that enterprises should be obliged 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 enhanc e the socio-economic development of communities where MTN operates.The focus areas for this first year are health and commandment. These two areas are aligned with national anteriority 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 block and a library for Akatsi D/A Basic School and Tsito Senior proficient High School respectively. Prior to the provision, the Akatsi D/A Basic School held classes under trees and Tsito Senior adept High Schoolalso lacked a school library for student. (www. news. peacefmonline. com/education/201203. hp) MTN Ghana Foundation refurbishes Kpedze Health Centre. the MTN Ghana Foundation, has launched the regaining of the Kpedze Health Centre in the Volta Region. The over 30 year old health facility has been essay with severe structural defects after parts of the mental synthesis were destroyed through a fire bang some few years ago. MTN is investing GH? 160,000 towards the put up. The project is expected 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 pregnancy 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 tabular array 4. 1. 1 Respondents’ sexuality Gender| relative frequency| per centum| Male| 84| 64. 62| Female| 46| 35. 38| thorough| one hundred thirty| 100| Source: arena check out (June, 2012) The respondents’ grammatical gender as displayed in dining table 4. 1. 1 indicates that the males (66. 62%) were more than the females (35. 38%). circuit card 4. 1. 2 Age of respondents Age/Years| Frequency| region| downstairs 20| 13| 10| 20 †29| 36| 27. 69| 30 †39| 52| 40| 40 †49| 20| 15. 38| 50 and su pra| 9| 6. 93| quantity| cxxx| 100|Source: discipline mint (June, 2012) control board 4. 1. 2 indicates the respondents’ age. It is obvious that most of them were in the young adult age and economically active group, between the ages of 20 and 39 constituting 67. 69% (27. 69% and 40%), while the rest constitute 30. 31% do up of respondents below 20, between 40 and 49, and 50 years plus. Table 4. 1. 3 Respondents’ telephone line Occupation| Frequency| per centum| Civil servant | 4| 3. 07| Student| 11| 8. 46| businessman/woman| 31| 23. 85| Other profession| 84| 64. 62| check| 130| 100| Source: athletic field observe (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 complaisant servants respectively. Table 4. 1. 4 Respondents’ Education level Education protection| Frequency| theatrica l role| BECE| 43| 33. 07| WASSCE| 40| 30. 76| parchment| 4| 3. 07| Bachelor’s spirit level| 0| 0| Post Graduate| 0| 0| Uneducated| 43| 33. 07| center| 130| 100| Source: eye socket survey (June, 2012) traffic pattern 4. 1. 4 depicts respondents’ level of education. This arrangements majority of the respondents are BECE holders and uninstructed 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 â€Å" comfortable”, â€Å"very satisfied” and â€Å" displease” 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 felt about MTN to MTN calls in the community. Table 4. 2. 1 MTN to MTN calls MTN to MTN calls| Frequency| Percentage| well-off| 22| 16. 92| Very quenched| 32| 24. 61| dissatisfied| 76| 58. 47| Total| 130| 100| Sou rce: 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 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. When the group contacted the regional office in Wa, they sited reasons like congestion of calls make at a particular time due to the grand number of subscribers, due to rampant fiber cuts during road construction and other development activities near the community. build 4. a showing 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 r epresenting 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 â€Å"satisfied” and â€Å"very satisfied” respectively. This is tabulated in the tale above.The MTN Regional Office attributed this to maintenance in their network equipment, poor network signal and expert difficulties other networks might be experiencing, Fig 4. b showing 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 non MTN users also tell that they find it difficult and sometimes unachievable for their calls to go through when trying to call MTN numbers. The remaining 32 representing, 24. 61% and 9 representing 6. 92% recorded â€Å"satisfied” and ”very satisfied” respectively. The MTN Office attributed this occasion to when activities are carried out on the network, poor network signal and technical difficulties other network might be experiencing, Fig 4. c showing 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 succeeding(a) I Call drops II miserable voice signal III delivery 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 pursual product(s) and service(s) were known to respondents: I MTN reminiscence II MTN Pay4me III MTN Mobile money IV MTN netwo rk/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 bring up of Product(s) or Service(s) known to Respondents Product(s) or service(s)| Number of respondents| Percentage| MTN recollection| 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 Zone| 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) crop(S) OR SERVICE(S)| Frequency| Percentage| MTN Callback| 37| 28. 46| MTN Pay4me| 32| 24. 61| MTN Mobile money| 41| 31. 53|MTN 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 shadow 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 lance money to their love ones in any part of the country through the use of their mobile phone. This respondent say is easi er as compared to making transaction in the bank as one does not need to have bank accounts to receive or shoot money. The research revealed that most of the people who use this service have their families in the big cities that air out 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 â€Å"please call me”, â€Å"I’ve baffled you, please call me” and â€Å"can’t talk now please text me” to fellow MTN users even when they don’t have credit. According to respondents, they like the use of this service because even when they don’t 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 don’ t have credit. As a collect call service the receiver agrees to pick the call and reserve 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 unconnected interruption in the connection. * 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 prefe rred 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 Respond s| 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| Percentage|Calls don’t go through | 67| 51. 53| Complaints/problems are not addressed| 97| 74. 61| Takes a monthlong time for calls to be answered | 103| 79. 23| Other| 56| 43. 07| None of the above| 32| 24. 61| Source: Field survey (June, 2012) With respect to 130 respondents, there were multiple answers with how they explicit their dissatisfaction with the service of MTN customer helpline. 103 respondents chose â€Å"Takes a longer time for calls to be answered”. Thi s represents 79. 23%, followed by â€Å"Complains/problems are not addressed” with 97 (74. 61%), â€Å"Calls don’t go through” 67 representing 51. 3%, other 56 (43. 07%) and â€Å"none of the above” with 32 (24. 61%) respondents. Satisfied, very satisfied and dissatisfied were also adopted to analyse the extent 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 that majority of the respondents 92 (70. 78%) show their dissatisfaction with the service of MTN customer helpline, 27 representing 20. 76% said they are satisfied with customer helpline and very satisfied w ith 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| 100|Source: 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/connection in the community is slow/poor III discourage remarks about the modem by its users. IV Scarcity in getting one to purchase V seize’t have the computer to use it with.The dozen (12) respondents who were using the product or service were asked about their level of satisfac tion 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 MTN 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 acceptable 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 length and width 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. * occur to deliver and provide better services to their utilize customers. * Perform other developmental activ ities through heir Corporate loving 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 networks. This, they said is as a result of call drops, poor voice signal. The remaining 16. 15% and 8. 46% were â€Å"satisfied” and â€Å"ver y 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 â€Å"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 MTN subscribers have access to their helpline (111) in Tanina. The research indicates that majo rity 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 reason out 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 products 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 nameless 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 precious 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 debar and, hide number. * MTN should strengthen their advertising/publicity mechanism to create awareness about their products to its subscribers in rural areas like Tanin a. * 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 discussion section OF AFRICAN AND GENERAL STUDIES (DAGS) DEVELOPMENT COMMUNICATION extract AN ASSESSMENT ON CUST OMER SATISFACTION WITH PRODUCT AND SERVICE legal transfer OF MTN GHANA IN artless AREAS OF THE UPPER WEST REGION. (A CASE STUDY IN TANINA) QUESTIONNAIRE FOR responsiveS 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. RESPONDENT’S 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 pro fessional reservation?Select only one [ ] WASSCE [ ] Technical/Post-secondary [ ] Diploma/HND [ ] Bachelor’s degree [ ] Post-graduate Diploma/master [ ] 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\r\n'