Service Recovery and Customer Satisfaction: A Case of Uganda Telecom

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.

Key Words: Service Recovery; Customer satisfaction, Telecommunication, Uganda Telecom