Assessment of User Satisfaction with 4G/LTE Network Performance in North-Central Nigeria

Abstract

Despite the introduction of 5G in Nigeria, its deployment still faces major challenges as it has not been fully deployed. Its availability is just centered on few major cities within the urban setting, while the majority of the population especially at the rural settings still rely on 3G and 4G for connectivity. This study investigates user satisfaction with 4G/LTE network performance in North-Central Nigeria, focusing on key performance indicators of major network operators such as speed, coverage, reliability, data bundle plan, signal strength and customer support. Through a mixed-method approach involving 384 participants, data was collected via structured questionnaires, interviews, and network performance testing. Results indicate an overall satisfaction rate of approximately 73.70% with customer support and a positive likelihood of recommendation for their network technology by approximately 74.74% of respondents. Recommendations for optimization include enhancing network coverage, reliability, and customer support. The study contributes to understanding user satisfaction factors in the telecommunications industry and provides practical insights for improving service quality and competitiveness. Limitations include regional focus and reliance on self-reported data. Future research avenues include longitudinal studies, comparative analyses, and exploration of regulatory influences on user satisfaction.