Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda

Abstract

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.

Keywords: {'name': 'Servqual, Service Quality, Customer Satisfaction, Telecom, Telecommunication '}

Authors & affiliations

Fawz Manyaga
Affiliation not supplied

Umit Hacioglu
Affiliation not supplied

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