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Service recovery and customer satisfaction: A Case of Uganda

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dc.contributor.author Ibrahim, M.
dc.date.accessioned 2025-03-12T14:21:08Z
dc.date.available 2025-03-12T14:21:08Z
dc.date.issued 2014
dc.identifier.issn ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
dc.identifier.uri http://41.74.91.244:8080/handle/123456789/4836
dc.description.abstract This study sought to explore service recovery strategies adopted by telecommunication companies operating in Africa with Uganda Telecom as a case study. The study adopts a quantitative approach design. A sample size of 250 respondents was used for this study comprising 100 Uganda telecom Staff and 150 subscribers of Uganda telecom in Kampala central business district. Findings of the study revealed a significant positive relationship between service recovery based on firm’s understanding of customer complaints, firm’s fair treatment of customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between service recovery and customer satisfaction. The study contributes to extant literature on service recovery from developing country perspective. en_US
dc.language.iso en en_US
dc.publisher European Journal of Business and Management en_US
dc.subject Service Recovery; en_US
dc.subject Customer satisfaction en_US
dc.subject Telecommunication en_US
dc.subject Uganda Telecom en_US
dc.title Service recovery and customer satisfaction: A Case of Uganda en_US
dc.type Article en_US


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