1887

n Acta Commercii - Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers : original research

Volume 16, Issue 1
  • ISSN : 2413-1903
  • E-ISSN: 1684-1999
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Abstract

The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.


The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.
Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.
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.
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.
The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers.

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/content/acom/16/1/EJC191608
2016-01-01
2020-12-04

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