Browsing by Author "Agyei, Paul Mensah"

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    Factors Influencing Customers Ervice loyalty in the Kenyan Mobile Telecommfactors in Fluencing Customersservice Loyalty in the Kenyan MobiIe Telecommunication Industry
    (2013-02-19) Agyei, Paul Mensah
    Customer loyalty as a concept is a crucial strategic decision in this competitive environment. It is therefore not astounding that practitioners and scholars have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation, service quality and switching cost contribute to customer satisfaction and along a number of pathways drives customer loyalty. A few empirical studies have found these linkages to be factual. However, these factors differ in importance based on the cultural and. environmental setting. The objective of the research aimed to identify and e~i,rically analyse the factors that have impact on customer loyalty in the Kenyan '" mobile telecommunication service industry. Appropriate hypotheses were formulated out of the study's objectives, which were statistically tested. Secondary information, both theoretical and empirical from credible available literatures were retrieved and reviewed. The study adopted the descriptive survey study design with a multi-stage stratified sampling design. Questionnaires were used in primary data collection from students at Kenyatta University main' campus and its satellite campuses. Data were analysed with descriptive statistics and parametric statistical tools such as Pearson productmovement correlation coefficient and regression analysis. A significant relationship was found between service quality and customer loyalty r(313) = 0.47, pO.OS). The mediating and the moderating variables were fQ~d to have influence on the degree to which the independents variables predict: the dependent variable. The mediating variable influenced with an R2 value of 9.6%. The moderating variable even though significantly (pO.OS. These findings hold implications for among others, industry operators to pay attention to their quality of service, pricing strategies and corporate image and reputation. Future researchers may replicate this study in other areas with different macro environmental settings. The dimensions of the SERVQUAL model may be examined in full in future research work. Other antecedents of loyalty may also be considered in future research work. v
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    The Relationship between Service Quality and Customer Loyalty in the Kenyan Mobile Telecommunication Service Industry
    (International Knowledge Sharing Platform, 2013) Agyei, Paul Mensah; Kilika, James M.
    Customer loyalty has been presented as an indicator of successful quality management practices in both the manufacturing and the service sectors. Due to the rapid growth of the services sector in most economies, there is need to understand how this concept is associated with business practices for supporting quality in the services sector. The study examined the relationship between service quality and customer loyalty in the Kenyan Mobile Telecommunication Service Sector. The SERVQUAL model was adopted in the study. Kenyatta University students drawn from five of its campuses were selected for the population of the study. Pearson product-moment correlation coefficient and regression analyses were the parametric statistical tools used to test the association and effect in the study. A significant relationship was found between service quality and customer loyalty r(313) = 0.47, p<0.05. The SERVQUAL model explained a significant proportion of variance in customer loyalty scores with R2 = 0.306, F(4, 308) = 33.93, p < 0.05. The dimensions in the model predicted different values on customer loyalty: Reliability b = 0.19, t(313) = 2.89, p<0.05, Assurance b = 0.25 t(313) = 3.50, p < 0.05, Empathy b = 0.35 t(313) = 4.90, p<0.05 and Reliability b = 0.37, t(313) = 0.54, p>0.05. In sum, service quality has a positive relationship with customer loyalty. These findings hold implications for industry operators on key areas to pay attention to in order to support the quality of services offered so as to guarantee sustained customer loyalty.
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    The Relationship between Service Quality and Customer Loyalty in the Kenyan Mobile Telecommunication Service the Relationship Industry
    (IISTE, 2013-11-23) Agyei, Paul Mensah; Kilika, James M
    Customer loyalty has been presented as an indicator of successful quality management practices in both the manufacturing and the service sectors. Due to the rapid growth of the services sector in most economies, there is need to understand how this concept is associated with business practices for supporting quality in the services sector. The study examined the relationship between service quality and customer loyalty in the Kenyan Mobile Telecommunication Service Sector. The SERVQUAL model was adopted in the study. Kenyatta University students drawn from five of its campuses were selected for the population of the study. Pearson product-moment correlation coefficient and regression analyses were the parametric statistical tools used to test the association and effect in the study. A significant relationship was found between service quality and customer loyalty r(313) = 0.47, p<0.05. The SERVQUAL model explained a significant proportion of variance in customer loyalty scores with R2 = 0.306, F(4, 308) = 33.93, p < 0.05. The dimensions in the model predicted different values on customer loyalty: Reliability b = 0.19, t(313) = 2.89, p<0.05, Assurance b = 0.25 t(313) = 3.50, p < 0.05, Empathy b = 0.35 t(313) = 4.90, p<0.05 and Reliability b = 0.37, t(313) = 0.54, p>0.05. In sum, service quality has a positive relationship with customer loyalty. These findings hold implications for industry operators on key areas to pay attention to in order to support the quality of services offered so as to guarantee sustained customer loyalty.