This study investigated the relationship between service quality dimensions and customer loyalty in
the Nigerian Telecom market with particular interest in identifying if customer satisfaction plays a mediating
role. Hypotheses were formulated vis-a-vis theoretical background and conceptual models. A survey data
generated from 183 experienced telecom customers were used as the research database. The study utilized
SERVPERF measuring scale for adaptability and Correlation techniques in analyzing the data. Basically, it was
discovered that the empathy dimension of service quality has a strong and positive relationship with customer
loyalty and customer satisfaction. The implication is that people crave contacts and are highly likely to be loyal
to that service provider that gives them individualized attention in a service that is characterize by low contact
between service provider and customers