Abstract:

In the contemporary business environment, customer service is crucial for organizational success, particularly in the highly competitive Nigerian telecommunication sector. This research investigates the role of customer service in fostering organizational growth at MTN Nigeria. A simple random sampling technique was used to select 250 customers, yielding 216 completed surveys (86% response rate). Descriptive statistics and regression analysis were employed to explore the relationships between customer service response time, problem resolution, and organizational growth. Findings indicated that while customers recognized the importance of timely responses and effective problem resolution, neither significantly predicts organizational growth, with only 4.4% of the variance explained. The results reveal a gap between customer expectations and actual service delivery, highlighting areas for improvement. This study underscores the need for telecommunication companies to enhance customer experience while investing in other growth drivers, such as innovation and market expansion. Future research should explore additional factors influencing growth and consider longitudinal studies to assess the impact of evolving customer service strategies over time.