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

Basit Öğe Kaydı
dc.authorid0000-0003-2497-9762
dc.authorid0000-0002-0068-0048
dc.contributor.authorManyaga, Fawz
dc.contributor.authorHacıoğlu, Ümit
dc.contributor.authorHacıoğlu, Ümit
dc.contributor.otherYönetim Bilimleri Fakültesi, İşletme Bölümü
dc.date.accessioned2021-10-08T11:10:31Z
dc.date.available2021-10-08T11:10:31Z
dc.date.issued2021
dc.departmentİHÜ, Yönetim Bilimleri Fakültesi, İşletme Bölümü
dc.departmentİHÜ, Lisansüstü Eğitim Enstitüsü, İşletme Ana Bilim Dalı
dc.description.abstractThis 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.
dc.identifier.citationManyaga, F. ve Hacıoğlu, Ü. (2021). Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda. International Journal of Research in Business and Social Science, 10(6), 19-33.
dc.identifier.doi10.20525/ijrbs.v10i6.1382
dc.identifier.endpage33
dc.identifier.issn2147-4478
dc.identifier.issue6
dc.identifier.startpage19
dc.identifier.urihttps://doi.org/10.20525/ijrbs.v10i6.1382
dc.identifier.urihttps://hdl.handle.net/20.500.12154/1610
dc.identifier.volume10
dc.institutionauthorManyaga, Fawz
dc.institutionauthorHacıoğlu, Ümit
dc.institutionauthorid0000-0003-2497-9762
dc.institutionauthorid0000-0002-0068-0048
dc.language.isoen
dc.publisherSSBFNET
dc.relation.ihupublicationcategory235
dc.relation.ispartofInternational Journal of Research in Business and Social Science
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.relation.publicationcategoryÖğrenci
dc.rightsinfo:eu-repo/semantics/openAccess
dc.subjectServqual
dc.subjectService Quality
dc.subjectCustomer Satisfaction
dc.subjectTelecom
dc.subjectTelecommunication
dc.titleInvestigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda
dc.typeArticle
dspace.entity.typePublication
relation.isAuthorOfPublicationd5642aa4-347e-4bbe-bcd5-6b4b19a4c49f
relation.isAuthorOfPublication.latestForDiscoveryd5642aa4-347e-4bbe-bcd5-6b4b19a4c49f
relation.isOrgUnitOfPublicationc9253b76-6094-4836-ac99-2fcd5392d68f
relation.isOrgUnitOfPublication.latestForDiscoveryc9253b76-6094-4836-ac99-2fcd5392d68f

Dosyalar

Orijinal paket
Listeleniyor 1 - 1 / 1
Küçük Resim
İsim:
Hacioglu-U.pdf
Boyut:
499.38 KB
Biçim:
Adobe Portable Document Format
Açıklama:
Tam Metin / Full Text
İndir
Lisans paketi
Listeleniyor 1 - 1 / 1
[ N/A ]
İsim:
license.txt
Boyut:
1.52 KB
Biçim:
Item-specific license agreed upon to submission
Açıklama:
İndir

Koleksiyon

İşletme Bölümü Koleksiyonu