Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers
Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction. Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of...
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Online Access: | https://actacommercii.co.za/index.php/acta/article/view/348 |
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doaj-bb7e84ee3ce8436ca3abefb0b23bf73b2020-11-24T23:41:36ZengAOSISActa Commercii2413-19031684-19992016-06-01161e1e1010.4102/ac.v16i1.348239Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customersCharles Makanyeza0Darlington Mumiriki1Department of Marketing, School of Entrepreneurship & Business Sciences, Chinhoyi University of TechnologyTelOne, HarareOrientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction. Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer. Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers. Research design, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business) in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses. Main findings: It was established that the customer category (residential versus business) does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business) when managing service quality to achieve customer satisfaction. Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers.https://actacommercii.co.za/index.php/acta/article/view/348Customer SatisfactionDimensions of Service QualityServices MarketingService QualityTelecommunications Service |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Charles Makanyeza Darlington Mumiriki |
spellingShingle |
Charles Makanyeza Darlington Mumiriki Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers Acta Commercii Customer Satisfaction Dimensions of Service Quality Services Marketing Service Quality Telecommunications Service |
author_facet |
Charles Makanyeza Darlington Mumiriki |
author_sort |
Charles Makanyeza |
title |
Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers |
title_short |
Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers |
title_full |
Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers |
title_fullStr |
Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers |
title_full_unstemmed |
Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers |
title_sort |
are all customers really the same? comparing service quality and satisfaction between residential and business telecommunications customers |
publisher |
AOSIS |
series |
Acta Commercii |
issn |
2413-1903 1684-1999 |
publishDate |
2016-06-01 |
description |
Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.
Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.
Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.
Research design, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business) in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses.
Main findings: It was established that the customer category (residential versus business) does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business) when managing service quality to achieve customer satisfaction.
Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers. |
topic |
Customer Satisfaction Dimensions of Service Quality Services Marketing Service Quality Telecommunications Service |
url |
https://actacommercii.co.za/index.php/acta/article/view/348 |
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