Service quality perceptions in the Uganda mobile telephone branch of industry

Autor: Byarugaba, Jotham Mbiito

Standard practice dictates that mobile telephone service providers remain accurately aligned with the dynamic expectations structure of the target mobile telephone service users they serve. To comply with this requirement, literature sources assert t

Externí odkaz: http://hdl.handle.net/10948/1226

Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty

Autor: OSARENKHOE, Aihie, KOMUNDA, Mabel Birungi, BYARUGABA, Jotham Mbiito

Publikováno v: International Review of Management and Marketing, Vol 7, Iss 1, Pp 197-208 (2017)
Volume: 7, Issue: 1 197-208
International Review of Management and Marketing

Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour (CCB) and customer loyalty (CL). Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny metho

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=dedup_wf_001::9d3205939c542e0e82e6538122a6fa00
http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-23903