EXAMINING THE RELATIONSHIP BETWEEN TACIT KNOWLEDGE OF INDIVIDUALS AND CUSTOMER SATISFACTION

This research is focused on testing empirical relationship between individual-tacit knowledge and customer satisfaction in the telecommunication industry. Data was gathered using a mixed method research approach. This involved the use of structured and semistructured questionnaire from 186 managers and other administrative & technical employees and 519 customers of the four major firms in the Global System for Mobile Communication (GSM) sub-market of Nigeria’s telecommunications industry. Descriptive statistics, Correlation, Regression, T-Test and thematic analysis was carried to test the hypothesis for this research study. The findings showed a significant relationship between individual-tacit knowledge and customer satisfaction. Customers’ level of satisfaction was also found to be significant but with the respondents’ views not in total agreement with one another. The study recommended that managers in the telecommunication industry can enhance the organisation’s customer satisfaction objective by encouraging employees to regularly document their experiences about their most prominent challenges encountered on the job