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    Investigating the impact of mobile telecom service characteristics on consumer satisfaction in Uganda
    (İbn Haldun Üniversitesi, Lisansüstü Eğitim Enstitüsü, 2021) Manyaga, Fawz; Hacıoğlu, Ümit
    The Servqual literature has been present in academics for a while, however, the need to use this literature for a contextual study to address country specific phenomena was not perceived by earlier studies. The need for a contextual study is to address country specific phenomenon’s that have not been addressed by various studies in academia. Telecom companies have been in existence for a long-time enabling people to communicate even within different geographical locations. However, there has been a wide swing in the development and within subscription numbers in this sector for various reasons. Given that this study is driven towards the context of Uganda, it is evident that there have been many telecom companies entering and leaving the country. Customer satisfaction is one of the factors that have placed these companies risk forcing many to either improve or rather prepare for an exit…
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    Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda
    (SSBFNET, 2021) Manyaga, Fawz; Hacıoğlu, Ümit; Hacıoğlu, Ümit; Yönetim Bilimleri Fakültesi, İşletme Bölümü
    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 Servqualdimension 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 managersof telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.