| dc.description.abstract | This study was conducted to achieve three objectives; compare customers expectations
and perceived performance, compare customer's expectations and management
perceptions of customers' expectations and to compare the performance of the two
service providers. To achieve these objectives, samples of 100 mobile phone customers
(50 from Safari com and 50 from Kencell) and 12 service provider managers were picked.
A questionnaire that had both semi-structured and likert-matrix questions was
administered to the sample units.
The sample of managers was selected judgmentally from both service providers (Kencell
and Safaricom). Customers were systematically selected from providers' authorized
dealers who operated within Nairobi City Centre. The dealers were selected using simple
random sampling. Questionnaires were given for self-administration to customers who
had previous service experience (those who owned and used a mobile phone).
Questionnaires for service provider managers were administered through 'drop' and
'pick' method of the selected sample, 8 service provider managers and 90 customers
filled the questionnaires.
Data collected was analyzed using, mean scores, frequencies and proportions. Graphs
were used to present the results. To test for any significant difference between the means,
t-tests were used.
The research achieved the three objectives and based on the findings the following
conclusions were drawn:
.:. There is a significant gap between the customers' expectations and perceived
performance. Therefore the service providers have a challenge to improve their
performance and revise their expectations to match customers' expectations .
•:. There is a significant difference between perceived performances of the two
service providers .
•:. There is no significant difference between customers 'expectations and
managers' interpretations of customers' expectations even though there was a big
negative discrepancy on company colour, advertisement content and regularity. | en |
