Satisfaction de la clientèle avec les services de télécommunication

Chapter three

Research methodology

3.1 Introduction

This chapter explains how data was collected and analyzed as well as the methodological problems and their solutions or effects. The purpose of this study is to examines and identify the extent customers are satisfied with telecommunication services.

Research Design.

The research design used in this study is the descriptive research and the survey research which is largely got from questionnaires personal interview and controlled observation.

3.2 Area of study

The area of study was Lagos. The survey was carried in five (5) major places in Lagos which included Festac, Ojodu-Berger, surelere Balongun and Iganmu areas. The customers in these areas were used for the study.

3.3 Population of study.

The population of Zoom mobile’s customers in Lagos was not known as it was not disclosed by any of t heir staff; therefore, the national population of 1.5 million customers as was used. This was disclosed by the chief executive officer (CEO), Mr Ken Aigbinode of Zoom mobile as found on the company’s website.www.zoommobilenigeria.com.

3.4 Sample selection procedure

The sample procedure was random. The stratified random procedure was used in the selection process Balogun Stratum comprises of traders. Festac stratum comprises of customers who make use of zoom mobile services for business. The marketing and distribution of Zoom mobiles’ product is at the Zoom mobile shop at Iganmu. Ojodu-Berger stratum comprises of customer who make use of Zoom mobile’s services for business and private use. Zoom mobile’s has been dominance in this area. Surulere stratum comprises mainly of private users. Not with standing, customers at the different area have equal chances of being selected. 400 customers at Zoom mobiles will be administered questionnaires in Lagos which was when divided by the five (5) chosen areas in Lagos will be 80 customers per area.

3.5 Determination of sample size

To find out the required sample size Bourley’s formula for sampling techniques was applied using the esteem population of 1.5 million.

Bourley’s formula is given as:

N = N n = N

1 +Ne2 1 + Ne2

When n = sample size to be determined

N = Total population size = 1.5 million

E = error margin = 0.05

=1500, 000 = 1500,000

1+1500, 000 x 0.05 1+1500, 000 x 0.0025

= 1500,000 = 1500,000

1 + 3750 3751

= 399.9 = 400 customers / respondents

3.6 Source of data

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