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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/4097

Title: Assessing Customer Perception of the Performance of Telecommunication Operators Using the Analytic Network Process
Authors: Akwaa, Kingsley
Issue Date: 20-Jun-2012
Abstract: Telecommunication has a significant social, cultural and economic impact on society and it’s of no difference in Ghana. The objective of this thesis is to assess the perceived performance of the telecommunication operators in Kumasi, Ghana and rank them. There are five telecommunication operators currently in operation and they are MTN, Tigo, Expresso, Airtel and Vodafone. The performance of the telecommunication operators were assessed according to the following criteria: Total Area of Network coverage, Quality of Network service, Average cost per user, Internet access and speed, Innovation and Contribution to society. These criteria were based on the NCA and the customers‟ perceptions. The model implemented in solving this multi-criteria decision problem is the Analytic Network Process (ANP) which is one of the best models of the Multi-criteria Decision Making (MCDM) methods because of its property of allowing dependence between its elements. Data collection involved administering an appropriately designed questionnaire to a sample of size one hundred of people who are customers of at least two of the telecommunication operators and also have a fair perception of the performance of all the telecommunication operators in Kumasi. They were also students of Kwame Nkrumah University of Science and Technology who are occupants of the Independence hall of the university. Upon the completion of the analysis of the problem with ANP, the ranking of the telecommunication operators are as follows from first to last; Vodafone, Airtel, Tigo, Expresso and MTN. Hence Vodafone is the perceived best and MTN, the worst. Also the results showed Contribution to Society to be a more appropriate measure of the perceived performance for the telecommunication operators than the rest a result confirming why network service and network coverage of the various telecommunication operators tend to be not so good on the average.
Description: A thesis submitted to the School of Graduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirements for the award of the Degree of Master of Science in Industrial Mathematics, 2012
URI: http://hdl.handle.net/123456789/4097
Appears in Collections:Distance Learning

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