Assessment of Quality of Service of Mobile Network Operators in Akure

Abstract

This study assessed and compared the Quality of Service provided by the four major Mobile Network Operators(MNOs) in Akure, Nigeria as well as assessed their level of compliance with Nigerian Communications Commission standard. The study also examined the level of customer satisfaction on the services delivered by the MNOs. The effect of Quality of Service on the satisfaction of the customers of the MNOs was also investigated in this study.Primary data was collected in this study using both the drive test and survey questionnaire techniques. The drive test technique was used to collect data on the Quality of Service provided by the MNOs while the survey questionnaire was used to collect data on customer satisfaction from 527 respondents.Descriptive statistics was used to assess the level of Quality of Service provided and also to examine the level of customer satisfaction. The one-way ANOVA was adopted to compare the Quality of Service provided among the MNOs while Regression analysis was used to examine the effect of Quality of Service on customer satisfaction.The study revealed that the Quality of Service of the Mobile Network Operators in Akure differed significantly (P<0.05). It also revealed a moderate level of satisfaction among the customers. Though the Quality of Service provided by the Mobile Network Operators was found not to meet Nigerian Communications Commission standard for most of the key performance indicators, MTN was found to be the best. The study also revealed that the effect of Quality of Service on the satisfaction of customers is insignificant. The study recommended that the Mobile Network Operators should build more base stations as this would help reduce coverage gaps and blind spots and ultimately increase their network coverage.

Guaging of key performance indicators for 2G mobile networks in Calabar, Nigeria

“…Mobile network has raised the economic activities in Nigeria and has upgraded the standard of life of Nigerians [1][2]. As the number of services and subscribers increase, the demand for good Quality of Service (QoS) increases [3][4]. In finding a lasting solution to this problem, the Nigerian Communication Commission (NCC), the body in charge of the regulation of mobile networks in Nigeria, on 6 th July, 2007 issued out the performance threshold on Key Performance Indicators (KPIs).…”

“…It became necessary for mobile network providers to monitor the quality of service of their networks accurately, with a view to improving them in the most effective and cost-efficient way, so as to achieve customers' loyalty and maintain competitive edge [4]. The significance of performance assessment of mobile networks is motivated by the exigency to utilize the limited radio resources in the most efficient manner.…”

Hybrid K-Mean Clustering and Markov Chain for Mobile Network Accessibility and Retainability Prediction

“…In contrast to prior attempts, we established four states [16], namely "Idle," "Good," "Acceptable," and "Bad" states, to conform to the ITU's recommendations. Furthermore, the Markov chain is constructed to jointly estimate accessibility and retainability in a single operation, yielding a model with 16 states.…”