My Project Work,

CHAPTER ONE 1. 0 INTRODUCTION 1. 1 Background systems, two(prenominal) private and public, in todays dynamic marketplaceplace and market space ar increasingly leaving antiquated trade philosophies and strategies to the borrowing of more than(prenominal) guest-driven initiatives that seek to on a lower floorstand, attract, retain and build intimate long end point congenership with sparing nodes (Kotler, 2006 Gronroos, C 1994 Paradise-Tor straightaway, 1991 Narver and Slater, 1990).This paradigm shift has undoubtedly light-emitting diode to the growing interest in node relations, management initiatives that aim at ensuring guest identification and interactions, customisation and in the flesh(predicate)isation that unre inspection and repairdly lead to guest gladness, redecadetion and profitability, among separate things (Thompson, 2004 Gronroos et al. , 1996 Xu et al, 2002 Dyche, 2001 Ryals & Knox, 2001 St whiz, 2000). Organisations ar in that keep an eye onf ore increasingly cosmos more customer- centimeric and atomic second 18 much(prenominal) interested non just in acquiring un engrossd customers, exclusively more grievously, retaining brisk customers.This is perhaps beca riding habit it costs more to attract new customers than to retain existing unrivalleds. It is believed that the average lane spends six (6) times more to attract new customers than to retain old customers. Again it is more profi send back retaining an old customer who is more samely to re-purchase or re- use up a political partys leave alones/ military inspection and repairs and recommend them to new(prenominal)s. client retention is, in that respectfore, basic whate truly a return of customer truth and rate which in turn is a function of the level of customer gaiety or dis ecstasy (Reichheld, 1996).Customer joy is r e precise uttermost(predicate)y to the customer-centric paradigm shift, and has gained much attention from scholars and practiti nonp atomic number 18ilrs as it has become whiz of the carmine status for achieving calibre amelioratement programmes, and one of the crucial foci of strategic merchandise management in line of descent organisations that flummox long-term perspective for yield. This is because of the ch every last(predicate)enging findings, that commodious customers argon more analogously to remain loyal and move to an organisation which in the end leads to profits as opined by the popular attend-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 slaked customer is more or less six times more identi rallying cryy to be loyal and to re-purchase and/or recommend a intersection than a customer who is just cheerful. It is once more believed that meet customers tell five early(a) volume some their skinny tr use upment, and that five-percent increase in loyalty dirty dog increase profits by 25% 85%. Conversely, the average customer with a worry eventually tells eight (8) to ten (10) former(a)(a) battalion (SPSS White paper 1996 Limayem M. , 2007).Consequently, organizationsattempt to adoptmeasures to regard customer satisfaction/dissatisfaction. or so organisations traditionally rely on customer plains to discover customer satisfaction. Unfortunately the average business level never hears from 96% of their unhappy customers and 91% forget never come denying fire they attain back wholly 4% of disgruntled customers will complain (SPSS White paper 1996). Consequently, the shift toward the recognition of effective customer satisfaction and its measurement has led companies to change their paradigms near satisfying customers.M whatsoever organisations no long-acting use barely customer complains rather they adopt rigorous soft and vicenary mechanisms to measure customer satisfaction. In this regard, measuring customer satisfaction provides the feedb ack of how successful an organization is at providing growths and/or benefits to the satisfaction of customers at the marketplace and market space. This charters it imperative for organisations to take pragmatic and reliable go towards improving the quality of advantage talking to, managing customer value and satisfaction more effectively.The shift to devoting considerable attention and re germs to customer acquisition and retention fatiguee customer satisfaction is non contrary with the six fluent telecom intercommunicates in gold coast, namely MTN of Scancom gold coast Ltd, Tigo of Millicom gold coast Ltd, Airtel of Airtel gold coast Ltd, Kasapa of Kasapa Telecom, Glo of Glo gold coast Ltd and Vodafone of Vodafone Ghana Ltd. Though competition has been keen in the industry, each of the five in operation(p) bustling profitss (MTN, Tigo, Vodafone, Airtel and Kasapa) has been growing in customer acquisition since Ghana deregulated its telecom sector in 1994. check to NCA statistics, (December, 2011), the number of registered brisk words sounds and fixed lines in Ghana is 21,450,564 which represents 89. 4% of Ghanas estimated 24 one cardinal million people comprising of 88. 2 prompt penetration and 1. 2 fixed line penetration. Going by the NCA figures in December, 2011, MTN commands 48% market shargon, Vodafone 20. 2%, Tigo follows with 18. 53%, Airtel comes in at 12. 4% and Expresso trails with a relatively insignificant 0. 88%. Each of the telecom network companies is continually improving upon the quality of their divine dish up voice communication in order to be the high competition in the industry.Since survival and exploitation or financial outcome 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 quality military return and customer satisfaction take away been important goals and pursuit for each of the int ravenous feeding expanding energetic Telecom Networks as closely as the regulators of the industry 1. 2Problem Statement Tanina is a confederacy in Wa watt District of the Upper western Region with a people of 2194.With six (6) registered wide awake telecommunication network nationwide, Tanina is privileged to sacrifice four (4) available networks MTN, Vodafone, Airtel and Tigo with MTN having the highest subscribers. The problem of this consider is propelled by the numerous complaints by MTN exploiters virtually the bad record of their networks in plain atomic number 18as in the Upper West Region which Tanina is part of. The state of customer satisfaction with helper delivery is not clear as there is scanty documentation of the issue. According to a discussion paper on telecom disciplines and investment fundss in Ghana (Frempong & Henten, February 2004, p. ), the authors noted that the goals set by government have only part been met especially with respect to the development in awkward areas and the quality of service is solace low and has even deteriorated on some indicators. There is, therefore, a widespread dissatisfaction with the general telecom development in Ghana among users as well as policy decision imbibers and administrators. Since the past decade, the industry has witnessed a tremendous increase in subscriber growth rate for all the wandering(a) telecom operators (ITU 2008 Africa ICT indicators 2007).This growth trend could not be attributed to customer satisfaction it is fundamentally due to the substantial growth in investment and expansion of network access during the last decade. This seems a success story, and there are high hopes that the service quality delivered by the roving telecommunication Networks meets customer expectations, ideal service, or satisfaction. However, since 2006, there had been some(prenominal) a(prenominal) complaints from customers to the highest degree the service delivery of the meand ering(a) telecom networks in Ghana (BIZ Community. com October, 2007), notably MTN Ghana Limited.As a result, a statement released by the home(a) dialogues assurance (NCA) in Ghana profusely lamented that in spite of the appreciable growth and expansion recorded in the industry, the quality of service is anything but profound (BIZ Community. com, October 19, 2007). The NCA further gave some vigorous telecom Networks an ultimatum to improve upon their services deep d declare thirty-days. Evidently, the growth trend in the mobile telecom industry in Ghana does not provide empirical support for the claim that customers are satisfied with the service delivery of the telecom providers in Ghana. 1. 3General ObjectiveAssess the level of satisfaction among MTN subscribers in Tanina. 1. 4Specific Objectives * To find out how MTN to MTN shout outs or MTN to an otherwise(prenominal) networks or other networks to MTN environs effective in Tanina. * To ascertain what MTN product(s) or service(s) is/are just about preferred. * To show how convenient MTN subscribers have access to their helpline (111) in Tanina. * To find out whether users of MTN cyberspace wideband are satisfied with the service or not. 1. 5Research Questions * atomic number 18 MTN to MTN calls or is MTN to other networks or other networks to MTN calls effective in Tanina. * What MTN product(s) or service(s) is/are most preferred. How convenient do MTN subscribers have access to their helpline (111) in Tanina * How satisfied are MTN users with their lucre/ wideband service in Tanina? 1. 6Research Methodology 1. 6. 1 S vitamin Ale Size Target association the target assembly was two MTN users and non-users in Tanina. Out of the total nation of 2194, it was assumed that 658 people representing 30% of the total population are mobile retrieve users who are our standard size. A examine size for the teaching comprised one hundred thirty respondents representing 20% of the targeted populati on. 1. 6. 1 Sampling Techniques Purposive sampling was the technique employed by the group.This enabled the group to identify MTN and non MTN subscribers because they have the necessary knowledge withdrawed for the body of work. 1. 6. 2 bloods of selective training Collection The data was obtained from both primary and secondary sources. In this study the primary data was obtained from our targeted group (1300 respondents). Secondary data on the other hand was gathered from current and previous report at MTN areaal office in Wa, 1. 6. 3 Methods of Data Collection Separate taper group discussion comprising of 10 people each and interviews was use to collect data from the illiterates and literates respectively. 1. 6. Tools of Data Collection A self-administered questionnaire was used to collect data. 1. 6. 5 Techniques of Data Analysis Data collected was analyzed development quantitative and qualitative techniques. Quantitative data compend was used to assess figures whiles qualitative would be used to assess the level of customer satisfaction. 1. 7Significance of the Study The study will lay bare the problems of MTN service delivery to its customers and stake hold openers in clownish areas and the nation at large. To step up the quality of service delivery in Upper West Region especially in plain areas like Tanina. 1. 8Anticipated LimitationThe anticipated point of accumulation that would be encountered during this look for includes Language barriers the translation or explaining questionnaire into their topical anesthetic dialect perfectly will be a problem since no(prenominal) of the group members can speak the language and limitation of vocabularies in the dialect. Finance The finance and material resource needed for a larger sample size for this study is inadequate. 1. 9Organisation The organization of the study would be centered on five chapters Chapter One (1) and two (2) would consist of introduction, background, problem statement, main and specific investigate quarrys, significance of the study, esearch methodology, limitation, references as well as physical resources base, the socio-demographic characteristics, spatial distribution of settlement among others. Chapter three (3) and four (4) would excessively consist of literature 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 talk about the conclusion, summary and recommendation. CHAPTER TWO 2. 0 PROFILE OF TANINA fraternity . 1 Physical and Resource Base 2. 1. 1 Location Upper West is one of the ten administrative regions in Ghana. The region is located at the north-western turning point of Ghana and it is boarded by Burkina-Faso to the north, drop Coast to the west, Northern region to the south and Upper East region to the eastward. Wa is the capital of Upper west region of Ghana and it is in genera l inhabited by the Wala people with a major(ip)ity of the inhabitants macrocosm 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 between latitude 905511N and hundred2511N 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 companionship is gently sloped towards the east and undulating in nature. The estate is clayey and due to the gentle sloppy nature of the land, drainage is fairly good. The natur e of the soil and rock formation in the club makes water seepage a bit hard resulting in run offs in to water bodies which has contributed immensely to the expansion of irrigation agribusiness in the teetotal term. 2. 1. 3 Climate and Vegetation The climate is the tropical equatorial which prevails by dint ofout the Northern part of Ghana.There is a single rainfall arrest which spans between the months of May and October supporting farming activities in the area. The other season which is between the months of November and April unremarkably is dry and accompanied by harmattan winds which reduces farming activities since these activities are mostly rain fed. The community falls within the guinea savanna zone which is associated with short thick trees, shrubs and grasses of varying heights. It is too endowed with economic tress like dawadawa, baobab, shea and nim trees which contain medicinal properties. 2. 1. 4 shit and GeologyThe soil found in most parts of the community is clayey in nature with trace amounts of gravel 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 nip off production. These series have similar characteristics to the S-rated soils and are thus suitable for motorize irrigated cultivation 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 ho apply census, a population of 1922 was authoritativeized the district had a project 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 currently 2194 and out of this, the males were 1047 representing 48. 8% and females were 1145 representing 52. 8% of the total populatio n. This increase in population could be as a result of high surrender rate and low death rate. 2. 2. 2 Age Distribution climb on GROUP NUMBER OF PEOPLE PERCENTAGES(%) 0-17 980 44. 7 18-54 827 37. 7 55+ 387 17. 6 TOTAL 2194 nose candy elude 2. 1. 1 Age Distribution 2. 2. 3 Ethnicity, Religion, Kinship Inheritance and Marriage Tanina is inhabited 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. knowledge also gathered revealed that there are three main religions being practiced in the community, namely Islam, Christianity and the African traditional religion with Islam being the most dominant. 92% of them practiced Islam, 6% were Christians whilst the rest 2% become to the African traditional religion.The patrilineal system of inheritance is practiced by the inhabitants with legal age of the people practicing Polygamy as a system of marriage. 2. 2. 4 providence The economy of the community is mostly driven by agriculture with trade and industrial sectors being least developed. Out of a sample of fifty houses that was studied, 90% of the people were tenanted 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 horticulture 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, mixed farming and mono cropping are some of the farming systems adopted by the people to yield plus results with the help of simple farm tools like hoes, cutlasses, dibbers and many others, only a few farmers use tractors and bullocks for cultivation of crops.The chi ef is the custodian of the land so he has the sole power to give out land to individuals who wish 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 results in seasonal unemployment in the dry season. However, there are two dams that have been constructed in the community to serve house handmaid and irrigation purposes during the long dry season.Productivity is affected mainly by the insufficiency of ready market for perishable crops, small farm size, and absence of a community market and high cost of transportation. Since there are no markets in the community, marketing of agricultural produce and livestock 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 someoneal savings and gross re venue from their previous harvest. They also relied on family labour as well as hired labour to support their agricultural activities.The industrial sector of the community is comprised of several(prenominal) activities such as soap making, shea butter bear upon, dawadawa processing, rice processing and charcoal burning and all of them are undertaken and dominated by the women. The community is abound with the necessary raw materials needed to power these industries but these activities sometimes have a negative impact o the physical surround, for event bush burning caused by the charcoal burners, indiscriminate felling of trees, pollution and many others. 2. 2. 5 parleyIn the traditional institution, learning flows from the chief done the sub-chiefs to the council of elders, then to the family heads and ultimately to the community members and vice versa. With regards to the modern institution, info flows from the district assembly through the assembly man who discusses it wi th the unit committee and then to the entire community members and vice versa. There is a cordial and cooperative relationship existing between the two institutions as a result of mutual reasonableness and respect for each others views.The flow chart under depicts the flow of information in the community. TRADITIONAL MODERN CHIEF govern ASSEMBLY SUB-CHIEFS ASSEMBLY MAN COUNCIL OF ELDERS UNIT COMMITTEE FAMILY HEADS COMMUNITY MEMBERS COMMUNITY MEMBERSIn Tanina community, the modern political institutions take decisions in consultation with the traditional empowerment dominated by men with the exclusion of women. The political institutions consults with the genial institutions for prayers and the social institutions in turn rely on the political institutions for protection an d maintenance of law and order in the community. Special preferences are given(p) 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 tactic leadership roles in major decision making activities for the community.However, the women work hard by acting an assisting role by providing labor on farms aside their numerous domestic chores. 2. 2. 6 Health and Education Tanina lacks a health facility so the people usually rely on the expertise of traditional healers found in the community. These herbalists cure a variety of diseases and ailments like stomach ache, headache, epilepsy, ophidian bites, fever and many other common illnesses. Due to the vantage location of the community, most serious illnesses are either referred to the Poyentanga clinic or the Wa regional hospital.In some cases, the people patronize the services of chemical stores in the community in order to acquire drugs to cure their health conditions which are usually without a doctors prescription, this leads to the incidence of self-medication which only causes harm than good. The people have been able to practice good food nu trition 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 prompt 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 teachers in the school is encouraging, that is 58. 35% as against 41. 35% untrained. Moreover, the teacher pupil ratio in the school was 135 which is below the national ratio of 145. The school lacks a library facility, electricity to facilitate night classes, funds for renovation of criminal infrastructure and inadequate ply, furniture, teaching and learning materials which has contributed to poor academic motion on the part of the students. . 2. 7 Water and Sanitation The main source of portable drinking water in the community is bore-holes. Even though, they get access to the Zoomlion service which is not effective, the sanitary conditions of the community is n ot the best, there exists no sewage disposal systems. Solid and liquid waste from local industries and houses are disposed of in to the open environment. Places used as revoke sites have become heaped and produce foul scents which pose harm to homo health. CHAPTER THREE 3. 0 LITERATURE REVIEW . 1 teaching of officious Telecommunication 3. 1. 2 Definition and Brief Historical Perspective Mobile Telecommunication refers to the exchange of information, ideas and thoughts through the medium of a mobile tele foretell set, prognosticate or wireless network. According to the World International Property Organisation (n. d), a mobile communications system/network refers generally to any telecommunications system which enables wireless communication when users are moving within the service area of the system.A typical mobile communications system is a overt Land Mobile Network (PLMN). Until the invention of modern technology, the use of semaphore, flags, heliograph, relay race runne rs riders and criers, smoke signals, 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 August 2008). According to Balasubramanian et al. , (2002, p. 49), the prototypic transmittance 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 shore station. The first transmission between a mobile transmitter and a mobile giver occurred in July 1898 when aboard the Royal Navy warship Juno, Marconi received 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 hand truck driver in St.Louis, Missouri, placed a telephone call exploitation a handset from under his vehicles dashboard. Utilities, truckers, and news reporters promptly adopted this technol ogy and nearly 100 cities and high port corridors and access to mobile telephone service by 1948. The technologies were very expensive then. The cellular phone concept that currently supports the bulk of mobile communication was developed in 1947 at Bell Laboratories. Today there are many distinguishable types and kinds of mobile phones that are used with supporting network for communication.These mobiles have distinguishable features and powerful capabilities. Apart from the basic use of making and receiving calls and messages some can be used to play music, video, games, store considerable amount of personal data, access banking services with profits capabilities (e-mails, e-order/procurement etc), among other uses. Mobile communications systems have been developed because of the increasing need to free users to move forward from fixed telephone terminals without impairing availability of users.Mobile technology has rapidly developed from first generation (1G), second generat ion (2G), threesome generation (3G) to beyond third generation (3. 5G and 4G) mobile technology that uses digital wireless technology that supports securenessy display of multimedia and global roaming 3. 1. 3 Players and Role of Mobile Telecommunication Mobile communication network providers, in delivering services to customers, operate in an environment that involves purposeful relationships and interactions between several actors in many activities and with opposite resources.Some of the players in mobile telecom industry providing services to the customers at their conglomerate locations are the mobile operator who provides the location positioning infrastructure 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). thence it appears that any mobile telecom network needs to have several advert players along its value chain in delivering services to its customers (Pura M. 005). Mobile telecommunication plays a major role in todays information technology-driven world of business. Nigel Scott et al. , (2004, p 14 &15) observe that one big businessman expect most calls to be related to economic issues inquiry confirms that at present in Africa, it is social uses that drive phone use amongst the poor. Chatting and property in touch are the most common use of phones. This is of value because it strengthens social capital through change networking with friends and family. another(prenominal) social calls concerning urgent matters (e. g. funerals and festivals) and financial matters (e. . call to family members working in cities to ask for specie) rank passing and business and official/government matters currently rank the utmost. Calls enable people to save time, increase production (business), diversify (e. g. crops, goods in shops ), and to get news. unneurotic this means that phones have a positive impact on improved incomes, reduced risk, and an improved sense of well-being. Some of the roles played by mobile telecommunication are It is an enabler of Mobile commerce and promotes dissemination of useful information to entrepreneurs and enhancing business creation (Adjei Boadi R. amp Gause Shaik A. 2006 Sahlfeld M. 2007 Nodh & Nodh 2007). It is a source of employment for many people whose jobs are created and/or facilitateddirectly or indirectly by the globe 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 governments through taxes paid 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 convenience of instantaneous communication. Mobile phones were introduced so we could communicate when on the move and the capabilities have now grow beyond their initial function for talk you can now use mobile phones to access/receive a range of information wheresoever 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, featurely 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 unwelcome 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 misuse 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 consummate buy out of local interest or they go in for a foreign-local partnership in which they are press release to be the volume 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 Ghanas 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 relatively 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 National Communication part (NCA) is the only institution mandated by the organisation to give permission to prospective telecommunication firms wanting 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 in a higher placeboard manner. The NCA in consultations with the Ministr y of Communication determines the application criteria, procedures and terms of conditions associated with the license. The National Communication sureness (NCA) has the right to withdraw the license of firms. Licenses fees are determined by the National Communication ascendancy in consultation with the Ministry of Communications.Licenses for Mobile phone service 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 same ambit there is al ways competitions among them and one will be better than the other. In the telecommunication sector of Ghana there are five alert different service providers that operate in the country.The policy is to command that these s ervice 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 small and big service providers are all treated in an sufficient and fair manner. (www. nca. org. gh) 3. 5 Customer egis Strategies Companies need to know the factors that lead to satisfaction or dissatisfaction of a product with their existing and past customers to define future plans for operation and marketing.Getting a real insight about the customer views on MTN products or services requires economical and in-depth market search covering all aspects of general customer expression attributes. MTN Company conducts personal interviews, suggestion muckles, feedback forums etc. to gain the customer look for the product and the smart set. (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 flood the customers with so much value that he does not think of dismission for a competitive 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, understanding their expectations and behavioral patterns is the key to business success. www. mtn. com. gh) 3. 7 merchandise Mix Component The net income has changed the way business is done in the current world. The variables of segmentation, targeting and positioning are turn to differently. The way new products and services are marketed have changed even though the aim of business in bringing economic and social set remain unchanged. Indeed, the bottom 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. at present it is seen more and more as a conversation between marketers and customers. Marketing efforts in merged the marketing mix. Promotion is one element of marketing mix embraced by MTN Company. Promotional activities include advertising (by using different media), gross revenue 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 messiness of events and programs (such as FIFA World Cup 2010, and MTN direct marketin g, database marketing and public relations. integrating 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 behaviour which decides the success of their product offerings.It conducts personal cross-section interviews with current customers, previous customers and prospective customers to arrive at the vital reasons and facts on the part of the firm in providing customer satisfaction. This feedback helps the company in rebuilding 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 t he 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 mandate mobile telecommunication companies for poor service delivery or failure to meet totality 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 version poor services to their clients. The punishment of the five telecommunication companies covers the third tooshie of this year and formed part of measures by the telecom regulator to sanction poor quality servi ce delivery offered to clients of the telecommunication companies and also ensure that consumers have value for bullion.Airtel suffered the heaviest fine of GH? 350,000. According to an NCA report, the network, which has approximately 10 per cent of the market with a total customer base of two million as of the end of August, experienced a lot of traffic channel congestion in Tamale, Sekondi-Takoradi and the Upper East and West, and Greater Accra regions. MTN and Expresso were fined GH? 300,000 each. The precedent 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 received the least fine of GH? 100,000 later on 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 giant Glo Ghana, US$200,000 for failing to meet a deadline to launch 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 launch or face 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 butt Corporate debt instrument The MTN Ghana Foundation is being set up to manage the corporate social responsibility (CSR) activities.The philosophy of MTN is closely linked with the principles of Sustainable Development which argue that enterprises should be obliged to make decisions based not only on financial or economic fact ors, 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 enhance the socio-economic development of communities where MTN operates.The focus areas for this first year are health and education. These two areas are aligned with national priority 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 coach and Tsito fourth-year Technical High School respectively. Prior to the provision, the Akatsi D/A Basic School held classes under trees and Tsito Senior Technical 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 refurbishment of the Kpedze Health Centre in the Volta Region. The over 30 year old health facility has been attempt with severe structural defects after parts of the building were destroyed through a fire outbreak some few years ago. MTN is place GH? 160,000 towards the project. The project is expected to be completed within a conclusion of 12 weeks and involves the refurbishment of the physical structure of the main Out patient role Department (OPD) and the maternity 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 remit 4. 1. 1 Respondents sex activity Gender frequence ploughshare Male 84 64. 62 pistillate 46 35. 38 centre 130 100 Source battlefield brush up (June, 2012) The respondents gender as displayed in instru ment panel 4. 1. 1 indicates that the males (66. 62%) were more than the females (35. 38%). Table 4. 1. 2 Age of respondents Age/ age Frequency Percentage Below 20 13 10 20 29 36 27. 69 30 39 52 40 40 49 20 15. 38 50 and above 9 6. 93 Total 130 100Source athletic field survey (June, 2012) Table 4. 1. 2 indicates the respondents age. It is obvious that most of them were in the young bad 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 Occupation Occupation Frequency Percentage Civil servant 4 3. 07 Student 11 8. 46 Businessman/woman 31 23. 85 Other profession 84 64. 62 Total 130 100 Source scene of action survey (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 civil servants respectively. Table 4. 1. 4 Respondents Education Level Education security department Frequency Percentage BECE 43 33. 07 WASSCE 40 30. 76 sheepskin 4 3. 07 Bachelors Degree 0 0 Post potash alum 0 0 Uneducated 43 33. 07 Total 130 100 Source handle survey (June, 2012) Figure 4. 1. 4 depicts respondents level of education. This shows volume of the respondents are BECE holders and uneducated 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 satisfied, very satisfied and dissatisfied 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 fit 22 16. 92 Very comfortable 32 24. 61 displease 76 58. 47 Total 1 30 100 Source force 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 made at a particular time due to the vast number of subscribers, due to rampant persona cuts during road construction and other development activities near the community.Fig 4. a screening 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 domain survey (June, 2012) During the research it was revealed that 98 out of 130 respondent s representing 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 satisfied and 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 adept difficulties other networks aptitude be experiencing, Fig 4. b demo 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 dissatisfy 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, concord to respondents, is as a result of call drops, poor voice signal. quatern 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 remaining 32 representing, 24. 61% and 9 representing 6. 92% recorded satisfied and very satisfied respectively. The MTN Office attributed this do to when activities are carried out on the network, poor network signal and technical difficulties other network might be experiencing, Fig 4. c viewing 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 quest I Call drops II wretched voice signal III quarrel 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 following product(s) and service(s) were cognize to respondents I MTN callback II MTN Pay4me III MTN Mobile money IV MTN profit/broadband V MTN Me2u VI MTN profits bundleThe table shows the number of responde nts who were able to list the number of product(s) or service(s) known to them. Table 4. 3. 1 List of Product(s) or Service(s) known to Respondents Product(s) or service(s) Number of respondents Percentage MTN callback 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 partition off 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) o r service(s) PRODUCT(S) OR SERVICE(S) Frequency Percentage MTN Callback 37 28. 46 MTN Pay4me 32 24. 61 MTN Mobile money 41 31. 53MTN 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 behind 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 pull money to their love ones in any part of the country through the use of their mobile phone. This respondent avow is easier as compared to making transaction in the bank as one does not need to have bank accounts to receive or send money. The research revealed that most of the people who use this service have their families in the big cities that send 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 please call me, Ive missed you, please call me and cant talk now please text me to fellow MTN users even when they dont have credit. According to respondents, they like the use of this service because even when they dont 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 dont have credit. As a collect call service the receiver agrees to pick the call and bear the cost instead of the caller.Respondents revealed that they benefitted from this service mostly in times when they face hardship/mo ney 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 abrupt 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 preferred 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 Responds 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 presentatio n 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 PercentageCalls dont go through 67 51. 53 Complaints/problems are not addressed 97 74. 61 Takes a longer 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 uttered their dissatisfaction with the service of MTN customer helpline. 103 respondents chose Takes a longer time for calls to be answered. This represents 79. 23%, followed by Complains/problems are not addressed with 97 (74. 61%), Calls dont go through 67 representing 51. 3%, other 56 (43. 07%) and none of the above with 32 (24. 61%) respondents. Satisfied, very satisfied and dissatisfied were also adopted to analyse the extent to which custome rs 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%) expressed their dissatisfaction with the service of MTN customer helpline, 27 representing 20. 76% said they are satisfied with customer helpline and very satisfied with 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 100Source Field survey (June, 2012) During the research, 12 out of 130 responden ts, 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 reject remarks about the modem by its users. IV Scarcity in getting one to purchase V Dont have the computer to use it with.The twelve (12) respondents who were using the product or service were asked about their level of satisfaction 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 hunky-dory 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 general MTN cust omer satisfaction with respect to their product(s) and service(s) in t community. Fig 4. i showing results of overall comforting level of respondents. . 7 Plans by MTN Ghana to improve customer satisfaction in rural areas of Upper West Region. * expand their network coverage from the length and breadth 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. * fall out to deliver and provide better services to their dedicated customers. * Perform other developmental activities through heir Corporate mixer Responsibility Foundation. CHAPTER louvre 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 sati sfied 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 satisfied and very 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 represent ing 6. 92% recorded 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 majority 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% s howed 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 concluded 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 unfit which causes I Call dropsII Poor voice signal III Speech mutation IV Calls not going through c assorted MTN product and services were unknown 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 valued 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 barring and, inter number. * MTN should strengthen their advertising/publicity mechanism to create awareness about their products to its subscribers in rural areas like Tanina. * 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 netwo rk 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 DEPARTMENT OF African AND GENERAL STUDIES (DAGS) DEVELOPMENT COMMUNICATION OPTION AN ASSESSMENT ON guest SATISFACTION WITH PRODUCT AND SERVICE DELIVERY OF MTN GHANA IN untaught AREAS OF THE UPPER WEST REGION. (A CASE STUDY IN TANINA) QUESTIONNAIRE FOR RESPONDENTS 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 set v the appropriate box for your answers. RESPONDENTS 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 professional qualification?Select only one WASSCE Technical/Post-secondary Diploma/HND Bachelors degree Post-graduate Diploma/Masters 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