Perception of the Performance of the Telecom Operators: Assessing Customer's Perception of the Performance of the Telecommunication Operators Using the Analytic Network Process

The problem of this study is propelled by the need to assess and grade the performance of the telecommunication operators in Ghana with the focus in Kumasi. There have always been hopes that the performance of the telecommunication operators will meet expectations. However, since 2006, there have been many complaints from Customers about their performance notably with regard to MTN and Ghana Telecom now called Vodafone. A statement released by the NCA in Ghana profusely lamented that, in spite of the appreciable growth and expansion recorded in the industry, ?the quality of service is anything but good? (Nimako & Azumah, 2009). These events have provoked the study of this problem with an objective and quantitative manner tool such as the Analytic Network Process (ANP). Applications of ANP to assess the performance of Telecommunication Operators in Ghana have not been reported yet, so this research tries to fill that gap in literature.