Abstract

This paper empirically assesses the effect of queue management on MTN service users, using Sultan Abubakar road MTN service center Sokoto as a case study. The study employed survey research design. Purposive sampling technique was used by the present study, because, the study is interested in customers that come to the MTN service center to receive service such as sim card registration, welcome back, upgrading and so on. Moreover, the study adopted primary data through questionnaire where 384 copies were administered but 356 were validly returned by the respondents. The questionnaire were designed in open and closed ended patterns and administered directly to the customers of MTN service centre. Both descriptive and inferential statistics were employed to analyze the data. Descriptive statistics was used to describe the demographic features for the respondents. On the other hand, the multiple regression model was used in testing hypothesis. The study rejected all hypotheses and concluded that queue management components were all significant determinants of customer satisfaction. The study therefore concluded that improving the queue management practices will inherently increase customers’ satisfaction towards MTN service quality.