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STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA

Authors: MAGAJI Nanle

Publication Type: Journal article

Journal: Imsu Business & Finance Journal

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Abstract

Strategic human resource management practices are means by which organizations manage human capital in order to improve performance. Consequently, without clear implementation of these practices, organizational performance may be less than expected. Lack of implementation of strategic human resource practices leading to poor services in the Nigerian telecommunication industry has been identified as the problem. This study examined the relationship between strategic human resource management and customer satisfaction of selected telecommunication companies in Nigeria. The study employed survey research design. Target population comprised 13,058 staff of the four major telecommunications company in Nigeria (MTN, GLOBACOM, Airtel and 9mobile) and a sample size of 582. Reliability test of the questionnaire was carried out and also validated. The Cronbach’s alpha coefficient for the constructs ranged between 0.744 and 0.825. The data collected was analyzed using descriptive (percentages, mean and standard deviation) and inferential (correlation) statistics using Statistical Package for Social Sciences (SPSS) version 21. Findings from the study revealed that performance management and recruitment have a positive significant relationship with customer satisfaction in the companies (r = .0.575, p ? 0.05) and (r = .0.549, p ? 0.05) respectively. However, the study recommended that MTN, GLOBACOM, Airtel and 9mobile further adopt these practices in order to enhance their performance.

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MAGAJI,N. . (2018). STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA, 6 (), 235-235.

MAGAJI,N. . "STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA" 6, no (), (2018): 235-235.

MAGAJI,N. and . (2018). STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA, 6 (), pp235-235.

MAGAJIN, . STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA. 2018, 6 ():235-235.

MAGAJI,Nanle , . "STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA", 6 . (2018) : 235-235.

M.Nanle , "STRATEGIC HUMAN RESOURCE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED TELECOMMUNICATION COMPANIES IN NIGERIA" vol.6, no., pp. 235-235, 2018.

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