Service quality dimensions and customer Satisfaction in the Kenyan Telecomunications service industry: A case of Nokia Siemens networks
Abstract
Managers at Nokia Siemens Networks frequently make decisions on service delivery and
how to minimise the Service delivery costs. Strength of industry rivalry, lower switching
costs by buyers of telecommunication equipment and services and their price sensitivity
influence the managers’ decisions on service delivery and cost of service delivery. The
study sought to determine the factors affecting service quality in the Kenyan
telecommunications vendors market and the relationship between service quality
dimensions and customer satisfaction.
In order to satisfy the objectives of the study, a survey was conducted in the two
dominant mobile telecommunications companies in Kenya namely Safaricom and Airtel.
The findings revealed that even though the five service quality dimensions can lead to
customer satisfaction, some of them were regarded to be of higher priority. Reliability
dimension was considered to be having the highest impact on service quality while
tangibility dimension was considered to have the least impact on service quality in the
Kenyan telecommunication vendors market. Moreover the study established that all
service quality dimensions apart from tangibility dimension should be improved and
allocated more resources since they positively affect customer satisfaction. Tangibility
dimension was found to have a negative relationship with customer satisfaction.
The study therefore recommends that Kenyan telecommunications vendors should put
more effort on those Service quality dimensions that were found to be higher importance
on Customer satisfaction. They include reliability factors, empathy factors and responsive
factors. Moreover service quality dimensions were found to have a positive relationship
with customer satisfaction hence should be improved to achieve more customer
satisfaction
Citation
Masters in Business AdministrationSponsorhip
The University of NairobiPublisher
School of Business