Does Customer Perceived Satisfaction Determine Profit? Evidence from the Mobile Telecommunication Sector in Bamenda, Cameroon.

Does Customer Perceived Satisfaction Determine Profit? Evidence from the Mobile Telecommunication Sector in Bamenda, Cameroon.

tchatat_kezeta_bili_samuel

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Tchatat Kezeta Bili Samuel

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Badjo Ngongue Martial Annicet

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University of Bamenda

Does Customer Perceived Satisfaction Determine Profit? Evidence from the Mobile Telecommunication Sector in Bamenda, Cameroon.

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Abstract

The survival and profitability of any company depends on the ability of this company to meet the needs of its customer satisfactorily. Thus, the perception of customer about the services offered by the company and their satisfaction becomes a crucial tool for business managers. The main objective of this paper is to investigate the effect the effect of customers’ satisfaction on profit of the mobile telecommunication sector in Bamenda Municipality. A sample of 105 respondents was constituted using random sampling technique. The Multiple Correspondence Analysis was used to construct indexes of profit, customer expectation, perceived quality and perceived value and the Ordinary Least Squares estimation technique was used to test the hypotheses of the study.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

How to Cite This Article

tchatat_kezeta_bili_samuel. 2021. \u201cDoes Customer Perceived Satisfaction Determine Profit? Evidence from the Mobile Telecommunication Sector in Bamenda, Cameroon.\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 21 (GJMBR Volume 21 Issue E1).

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GJMBR Volume 21 Issue E1

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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-E Classification JEL Code: A19

Submission ReceivedFebruary 8, 2021
Peer Review Double Blind
Handling Editor
Accepted March 4, 2021
Published March 15, 2021

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v1.2

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March 1, 2021

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