Customer Perception and Satisfaction Towards Service Providers

Abstract

A major factor for customer satisfaction is quality service. Internet services have become more complex and exciting in the context of the global economy than ever. The study aimed at defining the quality of customer service and its effect on customers.The methods of the study made use of the survey method. Thus, the use of quantitative primary data collected from the field. The method of non-probability sampling was also used. 150 respondents in total was used, and all 150 being customers. The 150 respondents was chosen by the use of accidental non-probability sampling.The study showed that the connection between consumer and tangibility satisfaction was statistically significant. The study also showed that the combination of reliability, responsiveness, assurance and empathy has a major impact on customer satisfaction. Service quality therefore has a positive impact on customer satisfaction. It further stated continues network and connectivity failure recorded the High cost on data, wait long hours before being served, staff inability to support clients were some of the causes of customer dissatisfaction.

Keywords: customer satisfaction, quality, service delivery

DOI: 10.7176/JMCR/71-05

Publication date:September 30^th 2020