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An evaluation of total quality management practices on business performance of the Nigerian telecommunications sector: a case study of MTN Nigeria Limited

Alamutu, S. A and Hotepo, O. M and Oyeobu, A. J and Nwatulegwu, B. I (2012) An evaluation of total quality management practices on business performance of the Nigerian telecommunications sector: a case study of MTN Nigeria Limited. In: 2012 International Conference on Clean Technology & Engineering Management (ICCEM 2012), November 12 - 15, 2012, Mechanical Engineering, Covenant University, Ota, Nigeria.

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Abstract

This study examines the effects of The Total Quality Management practices on Business Performance of the Nigerian Telecommunications Sector. A review of literatures on TQM shows that no study has been carried out on its application in the Nigerian Telecommunication sector hence the need for this research. To assess the situation One hundred and fifty (150) questionnaires were administered to customers of MTN Limited within the Lagos environ. These customers were randomly selected from five (5) different MTN customer care centres within the five divisions of Lagos State. These divisions include Epe, Ikorodu, Lagos Island, Lagos Mainland and Badagry. Thirty (30) questionnaires were administered at each centre. Fifty (50) questionnaires were also administered to employees of MTN and a total of twenty (20) questionnaires were administered to top management in the same organizations. The data collected were analyzed using descriptive statistics and regression analysis. Our finding revealed that 90.7% of the changes that occurred in employees’ satisfaction could be traced to the policy and commitment of top management. It also shows that 69.4% of the changes in customer satisfaction could be attributed to continuous training in quality. The study recommended among other things the training of telecommunications personnel on Total Quality Management practices and the adoption of alternative renewable sources of energy like solar to address their energy problems.

Item Type: Conference or Workshop Item (Paper)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 09 Jan 2014 16:47
Last Modified: 09 Jan 2014 16:47
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/1971

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