CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND TO THE STUDY
Modern civilization cannot do without communication, especially by distant
wireless communication. This has become a consumer product that is bought
and enjoyed on a massive level and repeatedly. Therefore, organizations that
provide more and cost effective telecommunication services tend to have more
customers than other organizations (Ndukwe, 2006).
The significance of telecommunications services in the smooth operation of
business activities in any country cannot be overemphasized.
Telecommunications services are most vital infrastructure in national
development, ranking in importance to only water supply, electricity and
transportation system. In this era of information age there is a consensus
among economists and political leaders that the most important factors of
production are not capital, land and labour but instantaneous access to global
information network (Akuyili, 2009).In Nigeria, Telecommunication is owned
by the government, this makes telecommunication a public organization and
product. Nigerian telecommunications Limited has been saddled with the
responsibility of providing telecommunications services in Nigeria and has
distinguished itself for over a decade as a leading telecommunications services
provider (Vanguard, 2008).
The increasing importance of services, particularly, telecommunications
services in Nigeria economic development and growth has led to increasing
awareness of the need for communication facilities among people. Therefore,
one major catalyst of the growth in the use of telecom services in Nigeria is as a
result of its accuracy, speed, precision and efficiencies in information
