The Impact Of Quality Service And Customer Satisfaction On Consumer Purchasing Decisions In Zimbabwe Telecommunications Industry
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| 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 | : 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 | : Dr. Md. Uzir Hossain Uzir |
| Publisher | : Partridge Publishing Singapore |
| Total Pages | : 241 |
| Release | : 2021-05-06 |
| Genre | : Technology & Engineering |
| ISBN | : 1543764762 |
A brand is a valuable asset, and loyalty to a particular brand is the source of revenue and profitability of the business. Brand loyalty is significant for the business growth and expansion of companies in the electronics sector. A populated country, Bangladesh has a substantial expenditure on electronic appliances, and the demand for these household items increases over the period; however, customers are not always loyal to a particular brand. Marketing literature shows that customer satisfaction and brand confidence directly affect brand loyalty, and brand trust mediates their relationship. Due to the technological advance of social media, technology has an essential role in the customer's decision to buy household appliances. The existing literature has not focused on this massive demand for electronic appliances, customer satisfaction, loyalty, trust, and social media's significant role in consumer buying behavior. The book shoed the investigation of the effect of customer satisfaction and brand trust of electronic home appliances on brand loyalty and the mediating role of brand trust in customer satisfaction and trust relationship. The study also examined the extent to which customers believe social media information influences them. The study gathered data from 523 Bangladeshi respondents from Dhaka by conducting a survey. The data were analyzed with SPSS and CB-SEM (AMOS) for the hypothesis test. The findings revealed that customer satisfaction and brand trust significantly impact brand loyalty, and social media moderates those significant relationships. The result of the study contributed to the expectancy-disconfirmation theory, trust-commitment theory, brand loyalty theory, and theory of reasoned action by presenting empirically-based insight into customer satisfaction, brand trust, and brand loyalty constructs in electronic home appliances in Bangladesh. In addition, the results provided a practical insight into marketing and brand management. They suggested the practicing managers in developing product quality with customer preference, building trust through maintaining brand image and creating awareness among the customers, and considering the significance of social media and its usage. The research used probabilistic sampling techniques, both rural and urban customers, only a single home appliance, and PLS-SEM statistical tool for analysis. Future researchers could focus and include other variables such as price or advertising; consider loyalty separately, and use both urban and rural customers to have better predictions.
| 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 | : 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 | : Robert Ebo Hinson |
| Publisher | : CRC Press |
| Total Pages | : 92 |
| Release | : 2024-02-26 |
| Genre | : Business & Economics |
| ISBN | : 1003856292 |
Customer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.
| Author | : Majadul Hoq Sube |
| Publisher | : LAP Lambert Academic Publishing |
| Total Pages | : 60 |
| Release | : 2012-04 |
| Genre | : |
| ISBN | : 9783659106613 |
This study is to gain better understanding of the impact of service quality on customer satisfaction of a Telecommunication Company in Bangladesh. In today s highly competitive market environment and with growing customer expectations, companies are trying to maintain effective customer service that helps to build customer s relationship so that customers are satisfied. The purpose of this study is to identify the relationship between service quality and customer satisfaction. The findings of this study show that service quality in the company is more than sufficient implying customers are overly satisfied and subscribers are loyal and satisfied with the services offered to them and are ready to recommend others. The results of the study also indicated that service quality and customer satisfaction are significantly and positively related to each other. However, understanding and studying of the relationship among all the variables of service quality can helps mobile service providers to identify the suitable course of action that need to be taken to achieve trustworthiness of customers by providing better services so that a firm can achieve economic goals like market share etc.
| Author | : Glory Maria Kuriakose |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2022 |
| Genre | : |
| ISBN | : |
| Author | : Evangelos Grigoroudis |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 319 |
| Release | : 2009-11-07 |
| Genre | : Business & Economics |
| ISBN | : 1441916407 |
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
| Author | : R.M. McNealy |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 218 |
| Release | : 1994-09-30 |
| Genre | : Technology & Engineering |
| ISBN | : 9780412589201 |
This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
