Abstract
This research work was carried out to investigate the determinants of the quality of service of telecommunication firms in North-East Geo-political zone, Nigeria. Two research objectives and two research questions guided the study. Two null hypotheses were raised and tested at 0.05 level of significance. Survey research design was employed. The population for the study included 104, management staff of four mobile telecommunication firms in four states across the zone which includes 32 from MTN, 24 from GLOBACOM, 32 from AIRTEL and 16 from ETISALAT. The data was collected using questionnaire. The researcher used one week for collecting data in each state. The face and content validity of the instrument were determined by the reseachers two supervisors and two lectures in Bussiness Education Section in Faculty of Education, Ahmadu Bello University Zaria. The research questions were answered using mean while the null hypotheses were tested using Pearson Product Moment Correlation at 0.05 level of significant. The findings revealed that political factors, technological factors had significant relationship with quality of service of telecommunication firms in North-east Geopolitical zone of Nigeria. On the basis of the findings it was concluded that the regulatory framework provided by the Nigerian Communication Commission (NCC) and the Federal Government does not enhance good practice by mobile operators to provide the required quality of service to its customers in North-east Geo-political Zone, Nigeria.Based on the findings of the study, it was recommended among others that NCC should establish national policies and law that are free from any political influence and which will ensure open and competitive practice that would enhance the quality of service. Telecommunication firms should provide adequate information and communication technology infrastructures to mobile operators to ease business operation and enhance quality of service delivery.