Determinants of Customer Satisfaction in Zambia's Telecom Industry

This book is vital to mobile service providers in Zambia as the findings and results of the study provide a more reliable, statistically based method/model and perspective for describing and evaluating the level of their customer satisfaction with the services they deliver. This will also provide empirical support for management strategic decision in several critical areas of operation, and above all, provide a justifiably valid and reliable guide to designing workable service delivery improvement strategies for creating and delivering customer value; achieving customer satisfaction and loyalty, building long-term mutually beneficial relationship with profitable customers to achieve sustainable business growth.To the customers, better service delivery leading to better customer satisfaction and loyalty is expected following the telecom industry players having a clear understanding of how customers perceive their service delivery levels based on influential factors.The findings in this book also highly benefit the academic community as new and reliable knowledge regarding the determinants of customer satisfaction in the telecommunications industry in Zambia are presented.