Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers
Acta Commercii
| Field | Value | |
| Title | Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers | |
| Creator | Makanyeza, Charles Mumiriki, Darlington | |
| Description | Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.Research design, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business) in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses.Main findings: It was established that the customer category (residential versus business) does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business) when managing service quality to achieve customer satisfaction.Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers. | |
| Publisher | AOSIS | |
| Date | 2016-06-10 | |
| Identifier | 10.4102/ac.v16i1.348 | |
| Source | Acta Commercii; Vol 16, No 1 (2016); 10 pages 1684-1999 2413-1903 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://actacommercii.co.za/index.php/acta/article/view/348/511
https://actacommercii.co.za/index.php/acta/article/view/348/512
https://actacommercii.co.za/index.php/acta/article/view/348/513
https://actacommercii.co.za/index.php/acta/article/view/348/500
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