|dc.contributor.author||Mate, Andrew Mwaniki||
|dc.description||Accounting and Finance,2009||en_US
|dc.description.abstract||Telecommunication plays a significant role in the country's economic development. Firms'
profitability, growth and survival depend upon efficiency and effectiveness of data, voice and media
transmission. Across section survey of five customer care centers owned by three mobile service
providers was done. Simple Random sampling was carried out to sample 150 mobile subscribers
apportioned in proportion h/-.their market share.
Since this is an industry characterized by high competition and relatively low switching costs the
researcher investigated customer service strategies employed by those firms and their effect on their
customers' satisfaction. The ..pricing strategies, service quality and service recovery strategies were
analyzed to establish their effects on customer satisfaction.
Population of study consisted of mobile phone service subscribers within Nairobi's central business
district. The research was a descriptive survey and both structured and semi structured questionnaire
was used for data collection. Interviews were also conducted to enable respondents give as much
information as possible. Questionnaires were edited for clarity uniformity and consistency. Final
analysis involved correlation and regression for qualitative data while the quantitative data was
analyzed using descriptive statistics such as frequency tables, percentages, means and standard
|dc.title||The effects of customer service strategies on customer satisfaction of firms in the telecommunication sector.||en_US