A Survey Of Customer Acceptability Of MTN Self-Service Delivery In Kogi State Nigeria

Despite the available MTN self-service options (i.e. MTN web self-service, MyMTN App and the interactive voice response IVR on its customer centre channel known as 180), MTN walk-ins and customer care helpline are constantly flooded by subscribers. This results in long queues and waiting time problems. Therefore, the study investigates the factors that influence subscribers’ adoption of online self-service by MTN subscribers in Kogi State of Nigeria. The specific objectives of the study were to investigate: the extent to which perceived usefulness (PU) affect the adoption of MTN online self-service, and the effect of perceived ease of use (PEOU) on adoption of MTN online self-service. Cross sectional descriptive survey was adopted in the study to solicit data from 381 MTN customers. Structured questionnaire was used in obtaining data. Data obtained were analyzed and presented in tables (Frequency, percentage and mean). Regression analysis was used to test hypotheses. The results following the analysis indicate that: Perceived usefulness of service significantly affected usage of MTN online self-service in the area (t = 24.406, p < 0.05). Perceived ease of use significantly affected usage of MTN online self-service in the area (t = 17.695, p < 0.05).