The effect of service quality on customer satisfaction a case study in Vodafone Uganda:
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Date
2017-07
Authors
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Publisher
Kampala International University, College of Economics and Management.
Abstract
The study sought to establish the relationship between service quality and customer
satisfaction in Vodafone Uganda. Vodafone Uganda is one of the recognised
telecommunication companies in Uganda. The study focused on examining this
relationship by applying SERVQUAL model comprising five dimensions: Tangibility,
reliability, responsiveness, assurance and empathy. The data collected from 91
questionnaires were analysed using statistical tools as mean, correlation and simple
regression analysis and descriptive statistics was used as well which included
frequencies, means, standard deviation and percentages, The study also indicated that
service quality has a positive and significant relationship with customer satisfaction
The study showed that Vodafone Uganda was trying to improve on the level of service
quality demanded by customers though it was still unsatisfactory in regards to the
customer expectations’. Therefore Vodafone needs to improve on all the dimensions of
service quality with major emphasis on responsiveness in order to increase the level of
customer satisfaction.
Description
a research report submitted to the department of economics and statistics, college of economics and management in partial fulfillment for the award of a degree of bachelor’s in economics and applied statistics at Kampala international university.
Keywords
Tangibility, Reliability, Assurance, Customer satisfaction.