Metropcs Merger With T-Mobile USA, Inc.

ACKNOWLEDGMENTS

I would like to express my deepest appreciation OBU MBA faculty members: Dr. Richard Martinez, Dr. Rhonda Richards and Breanne Gifford who assisted me in every situation to complete my MBA program. I would not have been able to accomplish my goal without their support.
I am sincerely thankful to Dr. Rich Rudebock for setting up high expectation from OBU MBA program as he was my first professor at OBU. His guidance, feedback, cooperation and influence has been impeccable.
I would also like to thank Dr. Keith Kaelber, Dr. Patrick Fitzgerald and Dr. Nathan Mellor for imparting very practical knowledge which will be very helpful in every step of my life.
I am very grateful to Robert Carney, Dimytro Smirnov, Marie Kadja, Abdulrahman

Goldstein (2009), MetroPCS was established by Roger D. Linquist and Malcolm Lorang in 1994 as General Wireless who were executives of PageMart Wireless. In October 2012, MetroPCS came to an agreement to merge with T-Mobile USA, Inc., as “help the competing provider become more competitive with the other National Carriers”. (Chicago Tribune, 2012). The company known as T-Mobile US, Inc. (TMUS), after the closure of the merger on May1, 2013, they started to trade as TMUS in New York Stock Exchange (NYSE). (L. M. Garza, 2013; S. Rodriguez, 2013). MetroPCS claims that 99% of people in the U.S. are covered (“MetroPCS,” n. d.). The company increased the percentage from 96% to 99% in the beginning of 2017. MetroPCS provides brand new smart phones for very low price with fixed rate plan, including taxes and fees. The customers pay the same price every month. There are no hidden fees, no monthly device payments and no activation fees.
Description of the Need to be

Davis, 2010). First, the company sets the expectation of the customer through advertisements. They inform the potential customers and the present customers about the deals and promotions through their website, radios and televisions. Second, interaction in the stores. The new customers must go to the store to start up the service with MetroPCS. They cannot order a phone or sim card and activate the line themselves. Lastly, the interaction between the customer and the employee when there is a certain problem in the product or the service.
Customer satisfaction is one of the top priorities for MetroPCS. The company is setting up high expectations and are trying to reach it. They have great deals and a good network service. However, some customers are satisfied, and many are not. The company has required resources, but they are still not able to keep the customers satisfied. The majority of the dissatisfactions are found after the transaction is complete or when the customer has a problem with the product or service. And among those dissatisfactions, most of them are with the device or a cell phone and some of them are network