文章基本信息

标题：Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda
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作者：Fawz Manyaga ; Umit Hacioglu
期刊名称：International Journal of Finance & Banking Studies
印刷版ISSN：2147-4486
出版年度：2021
卷号：10
期号：6
页码：19-33
DOI：10.20525/ijrbs.v10i6.1382
语种：English
出版社：Society for the Study of Business & Finance
摘要：This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.
关键词：Servqual;Service Quality;Customer Satisfaction;Telecom;Telecommunication