Global system for mobile telecommunications services: the unending battle of quality of services in Nigeria

Abstract

The Global System for Mobile Telecommunication (GSM) and Code Division Multiple Access (CDMA) services have been in operation in Nigeria since 2001. Despite the perceived benefits associated with the utilisation of these services, problems of quality of services have remained continuous among subscribers in Ibadan, Southwestern Nigeria. The study examined the level of quality of GSM services.  The Neoliberalism and Rational Choice theory guided this study. Research design was cross sectional survey. A sample of 1600 respondents consisting of 800 in Ibadan Main City (MC) and 800 in Less City (LC) areas was selected. Moreover, 38 respondents were interviewed. Respondents mean age was 29.6±9.3 with 45.2% from MC, 54.4% were females, 80.4% earned less than N50,000 monthly and 72.9% had secondary education and above. More respondents from MC (62.0%) and LC (71.8%) perceived quality of GSM services as poor due to incessant call drops (82.4%), network disruption (78.9%), and poor call set-up (79.5%). There was positive association between location and perception on quality of services (X² =32.24), between age and perception on quality of GSM services (X² =49.24); between income and level of utilization of GSM (X² =184.77). Qualitative data showed that infrastructure inadequacies, governments inconsistent policies, heavy import duties and multiple taxations limited the capacity of GSM providers to offer quality services and relatively low tariffs. NCC and CPC officials identified unethical practices in promotions by service providers, exploitation of subscribers and problem of infrastructure as real challenges in the sector. Deregulation increased access and utilization of telecommunication services in Ibadan. Quality of GSM services remained erratic in the face of poor electricity supplies. Government should improve infrastructure to enhance stability in GSM services.