Nakudin uses cookies to serve ads, including personalized ads based on your visits to this and other sites. See our Privacy Policy for details.
Business Administration — 2025, Undergraduate
This study investigated the influence of customer relationship management (CRM) practices on customer loyalty in the Nigerian telecommunication industry. A survey was conducted among subscribers of major network providers using a structured questionnaire. Data were analysed using descriptive statistics and regression analysis. The findings showed that customer care responsiveness, complaint handling, and personalised offers significantly influenced customer satisfaction and loyalty. The study, however, observed persisting problems of poor network quality and delayed complaint resolution that erode the gains of CRM. It recommends that service providers strengthen complaint management channels and use customer data to personalise service delivery.
For reference and learning only. Do not submit this work as your own.
Report a problem with this project
Too time-strapped to build it yourself?
Our team writes final-year projects and builds software on request — source, materials and support included. Get a quote.