ABSTRACT

This study assesses the level of customer satisfaction with fixed broadband internet services provided by MTN Cameroon in Buea. The growing demand for reliable internet services has heightened the importance of customer satisfaction in the telecommunications industry. The research aims to identify key factors influencing customer satisfaction, including service quality, pricing, network reliability, and customer support.

The study utilized both quantitative and qualitative research methods. Data was collected through structured questionnaires distributed to MTN broadband users in Buea. Interviews with MTN staff provided additional insights into their customer service approach. Secondary data from online reviews, company reports, and market analysis helped to provide a comprehensive understanding of the topic.

Results show that network reliability and speed are the most critical factors influencing customer satisfaction. Many users expressed dissatisfaction with frequent network disruptions and slow internet speeds during peak hours. However, pricing was another significant concern, as some customers felt the rates were too high compared to the quality of service received. On the positive side, the research found that MTN Cameroon’s customer support was generally perceived as satisfactory, with quick response times to complaints.

The study also highlights the gap between customer expectations and service delivery. While customers expect consistent internet access, technical issues and service downtimes have been a recurring challenge. This has led to growing frustration among customers, many of whom have considered switching to other service providers.

In conclusion, the study reveals that while MTN Cameroon provides important broadband services in Buea, there is room for improvement in terms of network stability and pricing policies. Recommendations include investing in infrastructure upgrades to minimize service disruptions and revising pricing models to reflect the quality of service provided. Enhancing customer service through proactive communication during outages could also improve customer satisfaction.

Keywords: Customer satisfaction, fixed broadband, MTN Cameroon, internet service, network reliability, pricing, Buea, telecommunications.