ILUNO, Ezinne Chinyere
Department of Management Studies
Faculty of Management Sciences
Nigerian Defense Academy, Kaduna
ilunoezinne@gmail.com
USMAN, Nura
Department of Management Studies
Faculty of Management Sciences
Nigerian Defense Academy, Kaduna
AGINA, Emeka Kenechukwu
Department of Hospitality Management and Tourism
Federal University of Agriculture, Umudike
UMORU, Hutton Egbona
Department of Management Studies
Faculty of Management Sciences
Nigerian Defense Academy, Kaduna
ABSTRACT
The current stiff competition among firms producing similar products that serve the same purpose have
brought confusion among customers on which brand to patronize. In an attempt to help customers of mobile
phone make wise choice, this study examined attributes of mobile phones that influence customer
satisfaction among mobile phone dealers at Kaduna central market. The study adopted a descriptive
research design. The population of the study is 186. Yamane formula was used to derive a sample size of 127
Purposive sampling was used to select respondents. Primary data was collected using structured
questionnaire. Data was analyzed using descriptive and inferential statistical tools with the aid of STATA.
The study found that threshold attributes, excitement attribute and performance attributes of mobile phone
have significant positive effect on customer satisfaction. Thus, the study recommends that manufacturing
of mobile phones should adopt Kano model for measuring the satisfaction attributes of their products.
Keywords: Customer satisfaction, excitement attributes, Kano model, performance attributes, threshold
attributes