Abstract

Costumers’ perception of quality service delivery is beneficial in any competitive company to enhance its growth and expansiveness. This comparative study assesses/analyses customers’ perception of customer satisfaction on quality service delivery. This study also analyses customer retention intention for two major telecommunication companies Africell and Orange mobile company in Sierra Leone, with intrinsic development and implementation of global business strategies. The concentrated competition and fluctuating reliabilities in any company push companies to focus on service quality for increased customer satisfaction, customer loyalty, and organizational profitability. The methodology implored in this study is the citizens’ perception survey. The data was collected through the use of a smartphone with KoBo Collect application for persons within the research District and sharing of google forms remotely via social media for citizens in other Districts. This is to ensure reach the information is triangulated in doing analysis. Data analysis was done through Microsoft excel as a simple tool that produces charts that depict comparisons of the quality service delivery of the two selected telecommunication companies in Sierra Leone. To enhance quality service delivery, the result/conclusions of this paper could be used to develop lessons learned. Hence the paper is a comparative study of two companies. With other subsequent research, an in-depth lens of examination will be placed on the result and conclusions to develop a strong rock of understanding of global business strategies. Recommendations are provided to ensure that other communication companies in the country improve their quality service delivery to attract more customers/subscribers.

Keywords: Growth and Expansiveness, Organizational Profitability, Global Business Strategies, Service Delivery, KoBo Collect