Results 1 - 10
of
11
The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria
"... This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the ..."
Abstract
-
Cited by 9 (0 self)
- Add to MetaCart
This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.
unknown title
"... Measuring and optimizing the level of employee engagement and internal service quality. Case: travel agency ..."
Abstract
- Add to MetaCart
Measuring and optimizing the level of employee engagement and internal service quality. Case: travel agency
Management Science Letters A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry
, 2011
"... The purpose of this study is to determine the impact of service quality on the overall customer satisfaction in telecommunication industry of Pakistan. Survey questionnaires are used to collect the data from the postpaid users of different telecommunication service providers. Stepwise regression an ..."
Abstract
- Add to MetaCart
(Show Context)
The purpose of this study is to determine the impact of service quality on the overall customer satisfaction in telecommunication industry of Pakistan. Survey questionnaires are used to collect the data from the postpaid users of different telecommunication service providers. Stepwise regression analysis is used to examine the research hypothesis. The results show that service quality has positive association with the overall customer satisfaction. This study is a unique approach, which describes the factors affecting customer's satisfaction. The findings of this research provide insights for the managers to develop and maintain the customer's desired service quality. Implications for marketing strategists and researchers are presented.
Service futures: What is expected from customer care?
"... Abstract Customer care is a critical aspect of service provision. A customer-centric approach to the design of services depends on knowledge of customers' preferences and expectations for customer care. In this paper, we present a study on customers' near future expectations for customer ..."
Abstract
- Add to MetaCart
Abstract Customer care is a critical aspect of service provision. A customer-centric approach to the design of services depends on knowledge of customers' preferences and expectations for customer care. In this paper, we present a study on customers' near future expectations for customer care within selected service sectors. As part of a future scenario process, 151 participants contributed their perspectives on customer care for banking, telecom, and logistic services. The study findings highlight expectations concerning service value and service experience, and shed light on preferences for self-service vs. manual care. Furthermore, we find that, though the participants expressed a marked preference for service providers that add a positive experiential aspect to their customer care, the studied service sectors were not closely associated with experiential customer care. Consequently, the experiential aspects of customer care may represent an unrealized potential in these sectors.
Declaration
, 2008
"... Hereby I, Melissa Kisten, declare that this dissertation is my own original work and that all sources have been accurately reported and acknowledged, and that this document has not previously in its entire or in part been submitted at any university in order to obtain an academic qualification ..."
Abstract
- Add to MetaCart
Hereby I, Melissa Kisten, declare that this dissertation is my own original work and that all sources have been accurately reported and acknowledged, and that this document has not previously in its entire or in part been submitted at any university in order to obtain an academic qualification
Preliminary Model Development of Client Orientation in Civil Engineering Businesses
"... ABSTRACT: As a key pillar underlining the marketing concept, client orientation is a philosophy in that an organization’s customers should be put in the centre of its activities; therefore, it is able to create superior value for them continuously. Competing in the rapidly changing and highly compet ..."
Abstract
- Add to MetaCart
ABSTRACT: As a key pillar underlining the marketing concept, client orientation is a philosophy in that an organization’s customers should be put in the centre of its activities; therefore, it is able to create superior value for them continuously. Competing in the rapidly changing and highly competitive marketplace, firms in civil engineering sector need to attain this. This paper analyses various elements which contribute to the achievement of client orientation in civil engineering by starting with a review of the competitive marketplace and the approaches that the civil engineering sector have been adopted to meet the new challenges, then definition of client orientation. In conclusion, the preliminary “C-O-N-S-T-R-U-C-T-S ” framework is proposed which aims to provide an outline approach to achieving client orientation in the civil engineering sector.
Operations Service Management Name: Institution
"... Operations management is the process by which the managers in an organization ensure that all the services delivered by the organization are efficient using as little resources as possible. The essay uses the electronic business as the example in this case. Service people are the members of staff th ..."
Abstract
- Add to MetaCart
(Show Context)
Operations management is the process by which the managers in an organization ensure that all the services delivered by the organization are efficient using as little resources as possible. The essay uses the electronic business as the example in this case. Service people are the members of staff that help to attend to the clients or customers. In short they deliver
Acknowledgements
"... I declare that this research dissertation is my own work and that all sources I have used or quoted have been indicated and acknowledged by means of complete references. ..."
Abstract
- Add to MetaCart
I declare that this research dissertation is my own work and that all sources I have used or quoted have been indicated and acknowledged by means of complete references.
ORGANISATIONAL PERFORMANCE EXCELLENCE
"... The need for a strategy to improve Health Service delivery and performance excellence was highlighted by the production of the ..."
Abstract
- Add to MetaCart
(Show Context)
The need for a strategy to improve Health Service delivery and performance excellence was highlighted by the production of the
