Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana

Masud Ibrahim, Ssendiwal Abdallahamed and Diyawu Rahman Adam
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Masud Ibrahim: Jiangsu University, Zhenjiang, China
Ssendiwal Abdallahamed: Reckon Concepts LLC, Kampala, Uganda
Diyawu Rahman Adam: Garden City University College, Kumasi, Ghana

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2018, vol. 9, issue 4, 73-89

Abstract: This article seeks to explore service recovery strategies adopted by mobile service providers operating in Ghana. The article adopts a quantitative approach design. A sample size of 384 respondents was used for this study comprising mobile phone subscribers in Ghana. 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 article contributes to extant literature on service recovery from developing country perspective.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jssmet:v:9:y:2018:i:4:p:73-89

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International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) is currently edited by Ahmad Taher Azar

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