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This document discusses a case study of factors affecting customer satisfaction and preference for MTN Ghana mobile telecommunications network. It develops a conceptual framework suggesting that customer satisfaction is influenced by service quality, service recovery, price fairness, brand image, and customer orientation of employees. The study collected data through questionnaires from 165 MTN customers. Descriptive statistics showed low customer satisfaction. Correlation analysis confirmed the framework,

Author

Rasheeq Rayhan

Language

EN