Assessing the Impact of Performance Metrics Optimization on Service Quality and Customer Satisfaction in the Nigerian Telecommunications Industry

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@article{1718539,
      author = {Ogheneochuko Derrick Oghenevwede, Obojobo Donatus Obukeajeta, Joseph Thompson Eseoghene},
      title = {Assessing the Impact of Performance Metrics Optimization on Service Quality and Customer Satisfaction in the Nigerian Telecommunications Industry},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {9},
      number = {12},
      pages = {3733-3749},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1718539.pdf},
      abstract = {The Nigerian telecommunications industry has experienced remarkable growth over the past two decades, becoming one of the largest mobile markets in Africa. However, persistent challenges such as poor network quality, frequent call drops, congestion, and unresolved customer complaints continue to undermine service delivery and erode customer satisfaction. This study evaluates the impact of optimizing key performance metrics—including Call Setup Success Rate (CSSR), Call Drop Rate (CDR), Handover Success Rate (HOSR), and signal strength—on both service quality and customer satisfaction within Nigeria’s mobile sector. A mixed-methods research design was employed, relying on secondary data drawn from the Nigerian Communications Commission (NCC) Quality of Service reports (2022–2023), GSMA publications, and a dataset of 4,327 customer complaints lodged with consumer protection agencies. Data analysis was carried out using Microsoft Excel for KPI computation and SPSS for statistical testing, including ANOVA to compare operator performance. Results indicate that MTN and Airtel consistently outperformed Glo and 9mobile in CSSR and HOSR, yet none of the operators met NCC’s benchmark for CDR. Analysis of complaints further revealed that billing irregularities and poor customer service responsiveness were the dominant drivers of dissatisfaction, surpassing even technical network failures. The findings demonstrate that optimizing technical KPIs alone does not guarantee improved customer satisfaction; effective complaint resolution and transparent customer engagement mechanisms are equally critical. The study concludes that sustainable satisfaction requires a dual strategy combining network quality enhancement with robust customer relationship management. Limitations of this study include reliance on secondary data and the exclusion of real-time proprietary operator datasets, which may provide deeper insights. Future research should incorporate predictive analytics and machine learning approaches to monitor QoS trends and forecast customer churn, offering more proactive strategies for improving service quality in Nigeria’s telecommunications sector},
      keywords = {Performance Metrics, Service Quality, Customer Satisfaction, Telecommunications, Nigeria},
      month = {June},
      doi = {https://doi.org/10.64388/IREV9I12-1718539}
  }