Determinants of Mobile Subscriber Satisfaction in Kenya: A Case of JOMO Kenyatta University of Agriculture and Technology, NCBD Campus

This study sought to find out determinants of mobile subscriber satisfaction in Kenya. It focused on Jomo Kenyatta University of Agriculture and Technology, CBD Campus students as the respondents. It evaluated how four variables: network quality, customer care service, service pricing and switching barriers affect mobile subscriber satisfaction in Kenya. A descriptive survey research design was used to collect primary data. Structured questionnaires were used to collect primary data. Inferential statistics was done using Regression analysis, correlation, ANOVA and β-coefficients. From the findings, it was observed that network quality, customer care service, service pricing and switching barriers are important determinants of mobile subscriber satisfaction in Kenya. From correlation analysis, it was observed that each independent variable had a strong positive relationship with dependent variable, while from regression analysis and analysis of variance it was established that an improvement in one of the variables had a positive influence on mobile subscriber satisfaction. It was also concluded that majority of customers are satisfied with the services offered by their respective service providers. It is further deduced that customers are likely to remain loyal to their current mobile phone service providers