IJSTR

International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
0.2
2019CiteScore
 
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020

CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT

IJSTR >> Volume 2- Issue 10, October 2013 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



An Assessment Of Factors Affecting Quality Customer Care Services In Telkom Kenya.

[Full Text]

 

AUTHOR(S)

Dr. Bichanga Walter Okibo, Steve Lucky Ogwe.

 

KEYWORDS

Key words: Quality customer care, Services, Customer, Service Quality, Telkom industry.

 

ABSTRACT

ABSTRACT: Quality customer care services is a significant basis which customers use for differentiating between competing services of different company offering same product and services, second only to market share hence the purpose of the study was to examine factors affecting quality customer care service in Telkom industry in Kenya: a case study of Telkom Kenya, specific objectives were to determine how staff training, accessible customer care centres, organisation customer care policies and guideline, agility supply chain of products and service affect quality customer care services in Telkom Kenya. The problem statement were Telkom Kenya has lost most of its customers to its competitors mainly due to poor customer service skills, policies and provision by the organisation, poor agility supply chain management of its core products and services and lack of strategic business customer care location on a decentralized business system for easy accessibility by its customers.

 

REFERENCES

[1]. Aburoub et al, "An empirical assessment of the SERVQUAL scale", Journal of Business Research, Vol. 24, pp. 253-68,2011

[2]. Aquilano, N.K. "Developing an instrument to measure customer service quality in branch banking", International Journal of Bank Marketing, Vol. 12 No. 6. pp.10-18, 2004.

[3]. Babakus, E. and Boiler, G.W"An empirical assessment of the SERVQUAL scale", Journal of Business Research, Vol. 24, pp. 253-68, 1992.

[4]. Beardwelland Mangold, W.G."Adapting the SERVQUAL scale to hospital services: an empirical investigation", Health Service Research, Vol. 26 No. 6, pp. 767-86, 2004

[5]. Berkley, B.J. and Gupta, A. "Improving service quality with information technology", International Journal of Information Management, Vol. 14, pp. 109-21, 1994.

[6]. Bojanic, D.C. "Quality measurement in professional sendeefirms". Journal of Professional Servic.es Marketing, Vol. 7 No. 2, pp. 27-36, 1991.

[7]. Broderick, A.J. and Vachirapornpuk, S. ,"Service quality in internet banking: the importance of customer role", Marketing Intelligence & Planning, Vol. 20 No. 6, pp. 327-35,2002.

[8]. Brogowicz, A.A., Delene, L.M. and Lyth, D.M. "A synthesised service quality model with managerial implications", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 27-44, 2009.

[9]. Buttle, F. "SERVQUAL: review, critique, research agenda", European Journal of Marketing, Vol. 30 No. 1, pp. 8-32, 2006.

[10]. Carman, J.M. "Consumer perceptions of service quality", Journal of Retailing, Vol. 66, pp. 33-55, 1990.

[11]. CCK Analysis of telecommunication completion in Kenya , Journal of Telecommunication Marketing, Vol. 6, July, pp. 98-100, 2010.

[12]. Chang, T.Z. and Chen, S.J. "Market orientation, service quality and business profitability: a conceptual model and empirical evidence", Journal of Services Marketing, Vol. 12 No. 4. pp. 246-64,1998.

[13]. Cronin, J.j. and Taylor, S.A. "Measuring service quality: a reexamination and extension", Journal of Marketing, Vol. 6, July, pp. ,55-68, 2002.

[14]. Cronin, JJ. and Taylor, S.A"SERVPERF versus SERVQUAL: reconciling performance-based and perception-minus-expectations measurement of service quality", Journal of Marketing, Vol. 58 No. 1, pp. 125-31, 2004.

[15]. Dabholkar. P.A. "Consumer evaluations of new technology-based self-service operations: an investigation of alternative models", International Journal of Research in Marketing. Vol.13 No. 1, pp. 29-51, 1996.

[16]. Dabholkar, P.A., Shepherd, C.D. and Thorpe, D.I. "A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study", Journal of Retailing, Vol. 76 No. 2, pp. 131-9, 2000.

[17]. Finn, D. and Lamb, C. "An evaluation of the SERVQUAL scale in a retailing setting", Advances in Consumer Research, Vol. 18, pp. 483-90, 2010.

[18]. Frost, F.A. and Kumar, M. "INTSERVQUAL: an internal adaptation of the GAP model in a large service organization", Journal of Services Marketing, Vol. 14 No. 5, pp. 358-77, 2000.

[19]. Furey, T.R. "How information power can improve service quality". Planning Review, Vol. 19 No. 3, pp. 24-6, 1991.

[20]. Gammie, A. "Stop at nothing in the search for quality", Human Resources, Vol. 5, Spring, pp. 35-8, 1992.

[21]. Ghobadian, A., Speller, S. and Jones, M. "Service quality concepts and models",International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 43-66, 2011.

[22]. Gronoos, "Consumer satisfaction and perceived quality: complementary or divergent constructs?", Journal of Applied Psychology, Vol. 79 No. 6, pp. 875-85.Gronroos, C. "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44, 2004.

[23]. Gummesson, E. "Productivity, quality and relationship marketing in service operations", International Journal of Contemporary Hospitality Management, Vol. 10 No. 1, pp. 4-15, 2008.

[24]. Guru, C. "Tailoring e- service quality through CRM'', Managing Service Quality, Vol. 13 No. 6, pp. 20-531, 2003.

[25]. Hallowell, R. "The relationships of customer satisfaction, customer loyalty and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42, 1996.

[26]. Haywood-Farmer, j. "A conceptual model of service quality", International Journal of Operations & Production Management, Vol. 8 No. 6, pp. 19-29, 2008.

[27]. Hazlett,M.D. and Ferrell, O.C. "The management of customer contact employees: an empirical investigation", Journal of Marketing, Vol. 60, pp. 52-70, 2006.

[28]. Johns, N. and Tyas, P. (19%), "Use of service quality gap theory to differentiate between food service outlets", The Service Industries Journal, Vol. 16 No. 3, pp. 321-46.

[29]. Johnson, W.C. and Sirikit, A. "Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage", Managetnent Decision, Vol. 40 No. 1, pp. 693-701 , 2002.

[30]. Kotler "Service quality delivery in the telecommunication industry: a tool for achieving a sustainable competitive advantage", Management Decision, Vol. 40 No. 1, pp. 569-701, 2004.

[31]. Kothari "Service quality delivery towards organizational performance industry: a tool for achieving a sustainable competitive advantage", organizationalperformance Decision, Vol. 40 No. 1, pp. 600-660, 2004.

[32]. Lasser, W.M., Manolis. C. and Winsor, R.D. "Service quality perspectives and satisfaction in private banking", Journal of Services Marketing, Vol. 14 No. 3, pp. 244-71, 2000.

[33]. Letro, F.S. and Sasser, W.E"The incline of quality", Harvard Business Review, Vol. 60 No. 5, pp. 163-71, 1982.

[34]. Melckman, J. "A service quality model based on ideal value standard", International Journal of Service Industry Management, Vol. 3 No. 3, pp. 18-33, 2004.

[35]. Munyiri, F. A survey of the use of Quality processes in Kenya pharmaceutical industry, Unpublished MBA research project, University of Nairobi, 2000.

[36]. Newman. K. "Interrogating SERVQUAL: a critical assessment of service quality
measurement in a high street retail bank", International Journal of Bank Marketing, Vol. 19 No. 3. pp. 126-39, 2001.

[37]. Oh, H. "Service quality, customer satisfaction and customer value: a holistic perspective", International journal of Hospitality Management, Vol. 18, pp. 67-82, 2009.

[38]. Oliver, R.L. "A conceptual model of service quality and service satisfaction: compatible goals, different concepts", Advances in Service Marketing and Management, Vol. 2, pp. 65-85, 2003.

[39]. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67 No. 4, pp. 420-50, 1991.

[40]. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No. 3, pp. 41-50, 1985.

[41]. Payne, A., Berry, L.L. "SERVQUAL: a multiple item scale for measuring consumer perception of quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-37.

[42]. Prahalnd, A., Zeithaml, V.A. and Bern', L.L. "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol. 58 No. 1, pp. 111-24, 2004.

[43]. Philip, G. and Hazlett, S.A. "The measurement of service quality: a new P-C-P attributes model", International Journal of Quality & Reliability Management, Vol. 14 No. 3, pp. 260-86, 2011.

[44]. Reynoso, J. and Moores, B. "Towards the measurement of internal service quality", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 64-83,1995.

[45]. Rosenstein, L.D. and Karwan, K.R. "Prioritizing the dimensions of service quality", International Journal of Service Industry Management, Vol. 5 No. 4, pp. 39-52, 2008

[46]. Rust, R.T. and Lemon. K.N. "E-service and the consumer", international Journal ofElectronic Commerce, Vol. 5 No. 3, pp. 85-101. Saleh, F. and Ryan, C. "Analysing service quality in the hospitality industry using the SERVQUAL model",2001. Service Industries Journal, Vol. 1, July, pp. 324-43, 2008.

[47]. Santos, J., "E-service quality: a model of virtual service quality dimensions", Managing Service Quality, Vol. 13 No. 3, pp. 233-46, 2003

[48]. Silvestro, R. and Cross, S. "Applying service profit chain in a retail environment", International Journal of Service Industry Management, Vol. 11 No. 3, pp. 244-68, 2000.

[49]. Soteriou, A.C. and Stavrinides, Y. "An internal customer service quality data envelope analysis model for bank branches", International Journal of Bank Marketing, Vol. 18 No. 5,' pp. 246-52, 2000.

[50]. Spreng, R.A, and Mackoy, R.D. "An empirical examination of a model of perceived sen-ice quality and satisfaction", Journal of retailing, Vol.722. pp.231,1996.

[51]. Sureshchander, G.S., Rajendran, C. and Anatharaman, R.N"The relationship between service quality , 2002.