The Impact Of Customer Relationship Management On Customer Satisfaction In Telecommunication Industry In Zimbabwe
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| Author | : Anthony Tapiwa Mazikana |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2023 |
| Genre | : |
| ISBN | : |
This research focused on Telecommunication organizations such as Telecel Zimbabwe and Netone in Zimbabwe which have been facing challenges such as stiff competition, failure to adopt innovation, high expenses, decline in subscriptions and decline in sales revenue. Some have been failing to pay rentals. The researcher aimed at gaining an understanding on CRM of Telecommunication organizations in Zimbabwe, determining the impact of CRM on customer satisfaction in Telecommunication industry in Zimbabwe, identifying factors which influence customer satisfaction in the telecommunication industry in Zimbabwe and recommending strategies which can be adopted by telecommunication organizations to improve their CRM. This study adopted the disconfirmation of expectations model, Kano model analysis and the rational expectations model. Positivism was deemed necessary so as to collect creditable data from the subjects to attain some law-like generalisations. Positivism enabled the researcher to make strong claims about reliability, objectivity and the usefulness of knowledge he had to offer. The researcher adopted quantitative research strategy to measure the relationship between study variables as well as counting, categorising, measuring and identifying patterns in data. Cross-sectional studies were used to eliminate bias in a research study. This study was conducted in Harare in three organizations namely Econet, Telecel and Netone. A sample size of 291 respondents was obtained using Krejcie and Morgan (1970) tables. The findings showed that CRM comprises the business processes and organization performs to identify, select, acquired, develop, retain and better services customers, organizations could enhance their profitability and attain strategic objectives through the use of customer relationship management, trust influence customer satisfaction in the telecommunication industry and an organization should adopt a customer centric approach of tailoring solutions to the customer's ever changing needs. This study concludes factors such as shared value and empathy influence customer satisfaction in the telecommunication industry. Strategies of improving customer relationship management includes training employees on how to handle customers, proper coordination of resources and coming up with new channels in distributing goods. Telecommunication companies can benefit from this research by getting to understand CRM strategies which they can use to improve customer satisfaction in the industry thereby improve their market share, sales revenue, profitability and fight stiff competition. This study's findings assist CRM practitioners in developing innovative CRM policies and practices. The findings may also be utilized to enhance management ability in developing and implementing CRM initiatives that are relevant to Zimbabwe's CRM requirements.
| Author | : Anthony Tapiwa Mazikana |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2020 |
| Genre | : |
| ISBN | : |
This research study, the impact of quality service and customer satisfaction on consumer purchasing decisions in Zimbabwe telecommunications industry was conducted because telecommunication organizations are having low sales and they are losing customers to their competitors. The purpose of this descriptive cross sectional study was to assess the impact of quality service and customer satisfaction on consumer purchasing decisions in Zimbabwe telecommunications in Zimbabwe telecommunications industry. The study was guided by the research objectives namely; a) to unearth the reasons for dissatisfaction amongst consumers in the telecommunications industry in Zimbabwe, b) to establish the steps that have been taken by telecommunications operators to increase their customer satisfaction indices and c) to bring out solutions and recommendations for telecommunications operators to gain competitive advantage advantages in the telecommunications industry. The major focus was on the SERVQUAL model and its dimensions namely; empathy, responsiveness, assurance, reliability and assurance. The target population of this study was 150 employees and a sample of 80 was selected using simple random sampling. Self-administered questionnaires were used as research instruments to collect data from Econet Wireless Zimbabwe, Telecel and Netone Zimbabwe. Both quantitative and qualitative data was collected for analysis. The quantitative data collected was analyzed using Epi info 2002 version 3.5.2 and presented using tables and graphs. The data was then interpreted and analyzed to figure out its connectivity to the research objectives and questions. A total of 80 questionnaires were distributed and 75 of them were valid which translated to 94% response rate. The study revealed that customers had high expectations on empathy, responsiveness and assurance service dimensions. The SERVIQUAL model was also confirmed by this study as an essential service quality assessment tool as it clearly brought out the customers' views concerning their expectations and perceptions. Management was recommended to carry out audits to assess service quality practices by telecommunication companies as part of total quality management. These recommendations combined with the customers' expectations and perceptions, would make total quality management achievable. The study also suggested further research into a comparative study on the service quality of various aspects like operational performance. The service quality at telecommunication organizations may be focused in future in order to improve the service quality in their service delivery as a whole.
| Author | : COLLINS MARFO AGYEMAN |
| Publisher | : Lulu.com |
| Total Pages | : 82 |
| Release | : 2013-06-11 |
| Genre | : Business & Economics |
| ISBN | : 1304126439 |
This is about the Telecommunication Industry in the New Juaben Municipality of Ghana. From being a monopoly, the market has switched into a more competitive market with more competitors that offer more services. Increased in the number of networks together with high expectation of consumers for quality services have brought about a very keen competition in the industry. There has been a lot of rivalry from the various competitors such as MTN, Vodafone, Tigo, Zain, and Kasapa. There is the continuous switching or defecting of customers from one network to the other if one's service is deemed as less quality. It is easier for Telecommunication providers to acquire customers but are they really satisfied with their offerings in order to be retained overtime?
| Author | : Aisha Beverley Phiri |
| Publisher | : |
| Total Pages | : 368 |
| Release | : 2012 |
| Genre | : Automobile industry and trade |
| ISBN | : |
| Author | : Olayiwola Bello |
| Publisher | : Diplomica Verlag |
| Total Pages | : 73 |
| Release | : 2012-11 |
| Genre | : Business & Economics |
| ISBN | : 3842884737 |
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.
| Author | : Sid Ahmed Hadj Aissa |
| Publisher | : |
| Total Pages | : 12 |
| Release | : 2020 |
| Genre | : |
| ISBN | : |
This paper aims to determine the nature of the relationship between the dimensions of the Customer Relationship Management (Interactive communication, the service provided, and dealing with complaints) and the customer behavior (satisfaction and repurchasing).The descriptive and analytical approaches were used by the researchers, the researchers used the descriptive approach by using the academic references to clarify the terms theoretically, and they used the analytical approach by making sample survey and analyzing the results statistically. The researchers designed a questionnaire to discover the influential relationship between CRM and customer behavior (for the customers of Ooredoo for telecommunications).The researchers concluded in this research many outcomes and the most significant one was CRM has become very important in providing the organization with a significant market share in its competitive market. The main recommendation of the researchers was the need to pay attention to customers by conducting researches for studying the customer behaviors constantly to know their aspirations and desires and identify them effectively.
| Author | : Kammouny Kammouny |
| Publisher | : |
| Total Pages | : 120 |
| Release | : 2010 |
| Genre | : Customer relations |
| ISBN | : |
Many studies have taken into consideration the CRM or the customer relationship management in running their busines in different industries while few has pointed out the keys of customer relationship marketing practices in consumer markets. Little attention has been paid to the value the organization can get from such strategies in the B2B market by trying to reach a hypothesis that the effect of attraction and loyalty programs are greater than service quality on market performance. The purpose of my research is to produce some evidence of the involvement between customer relationship marketing strategies which are magnetism activities and fidelity programs (offers, contact, customer satisfaction) and the influence on the market performance. This research will involve collecting data from Lebanese Telecommunication managers of different telecommunication companies (local & foreign operators acting the Middle East Region) to understand the relationship exists between attraction and loyalty programs with market performance of the companies and the market performance is measured by market position, customer perception about the firm and custumer's loyalty. Furthermore, my research will focus on loyalty and interaction programs that are more influential on companies' awareness and penetration in the market (market position). Attraction activities (service quality) has greater impact on customer's perception, however bonus and customer satisfaction are more associated with customer's loyalty also customer satisfaction has greater impact on customers' loyalty than service quality and this will end up with a great competitive advantage against main competitors.
| Author | : Emhemad Alarabi Ibrahim |
| Publisher | : |
| Total Pages | : 119 |
| Release | : 2009 |
| Genre | : Customer loyalty programs |
| ISBN | : |
| Author | : Bhagyashri Bhakane |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2015 |
| Genre | : |
| ISBN | : |
The Customer Relationship Management (CRM) is the highly valued in market for existing and current customers. In this research we explore the effect of CRM on factors such as customer satisfaction and customer loyalty. Since CRM is defined as an important key in business among companies to maintain and increase their customers base. In this study we look for various factors that are necessary for an effective CRM. In this research, we concentrate on these issues that are fetching importance to higher level officials in an organization: is there a relationship between CRM with customer satisfaction and loyalty in Indian organizations? If so then how we can relate CRM with customer satisfaction and loyalty? With globalization industries are growing rapidly and with ever growing industries, competition is also increasing. Further with appropriate statistical analysis the hypotheses framed in this study is validated and the results shows high positive correlation among the variables considered for the study.
| Author | : Elov Olimdjon |
| Publisher | : |
| Total Pages | : 50 |
| Release | : 2012 |
| Genre | : Customer relations |
| ISBN | : |
