Service Quality, Value Offer, Satisfaction and Loyalty: an Empirical Relationship in the Nigerian Telecom Industry.

This study investigates the empirical relationships between service quality, value offer, satisfaction and loyalty. Subscribers of major telecom companies in Nigeria were used for the study. The result show strong positive relationship between service quality and satisfaction; service quality and loyalty and value offer and satisfaction. Service quality was found to impact positively on satisfaction and loyalty. An understanding of the various dimensions that affect loyalty will help managers to develop appropriate courses of action in providing better services and build customer loyalty. Copyright of Journal of Contemporary Management Research is the property of Journal of Contemporary Management Research and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstrac