Antecedents of customer perceived value: evidence of mobile phone customers in Kenya

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dc.contributor.authorMuturi, Francis M.
dc.contributor.authorWadawi, Joseph K.
dc.contributor.authorOwino, Edward O.
dc.date.accessioned2015-07-20T16:51:56Z
dc.date.available2015-07-20T16:51:56Z
dc.date.issued2014-03
dc.description.abstractAs the mobile phone industry in Kenya gets competitive, customer retention becomes an imperative precursor to firm performance. For this reason, the study was so conceived to examine factors that influence customer perceived value amongst Kenyan mobile phone customers. The study analysed perceived service quality and the perception of price amongst cell phone users. A survey of 400 randomly selected respondents was undertaken. A structured instrument covering background information, customer expectation and customer perception was adopted in primary data collection. The results shows that perceived quality of service and perceived price determine customer’s perception of value. The results indicate the existence of a significant differences exist between what customers expect and what they perceive they experience after a service encounter. Service managers should compete on providing services of high value to gain a competitive edge in this market.en_US
dc.identifier.urihttp://hdl.handle.net/11071/4006
dc.language.isoenen_US
dc.publisherInternational Journal of Business and Social Scienceen_US
dc.subjectKenyaen_US
dc.subjectserviceen_US
dc.subjectservice qualityen_US
dc.subjectperceived priceen_US
dc.subjectperceived valueen_US
dc.titleAntecedents of customer perceived value: evidence of mobile phone customers in Kenyaen_US
dc.typeArticleen_US
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