Online customer complaint response strategies and customer satisfaction: case study of Kenyan telecommunications companies

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dc.contributor.authorZiro, Lawi Arome
dc.date.accessioned2019-11-06T15:07:39Z
dc.date.available2019-11-06T15:07:39Z
dc.date.issued2019
dc.descriptionA Thesis submitted in partial fulfillment of the requirements for the award of the Degree of Masters of Business Administration at Strathmore University Business Schoolen_US
dc.description.abstractThis study sought to establish the influence of online customer complaint response strategies on customer satisfaction among telecommunication companies in Kenya. Specifically, the study sought to; evaluate private responses, timely responses, and online presence on customer satisfaction among telecommunication companies in Kenya. The study adopted a descriptive research design. The population for the study consisted of 200 employees who work in the morning shift in the customer care department of three telecommunication companies in Kenya namely Safaricom, Airtel and Telkom. The choice of the three companies was due to the fact that they were amongst the first companies in the industry and have a large customer base. This study used a stratified sampling method. The sample size of 30% was used as the sample population. Hence, the number of respondents presented with the questionnaire was 60. The study used primary data collected using a questionnaire since it had the ability to reach a wider number of respondents in less time. A pilot study was conducted to establish the validity and reliability of the questionnaire. The research utilized both descriptive and inferential statistics. The study concluded that online customer complaint response strategies influenced customer satisfaction in the telecommunication industry. Specifically, the study concluded that private responses, timely responses, and online presence were the strategies that influenced customer satisfaction in the telecommunication industry. The researcher further suggests that studies can be conducted to study the various complaints raised by the Kenyan market and calculate the actual response time companies take to respond to the various forms of customer complaints. Further studies can look at the impact of automated responses on customer service compared to personalized responses in the Kenyan market.en_US
dc.identifier.urihttp://hdl.handle.net/11071/6720
dc.language.isoenen_US
dc.publisherStrathmore Universityen_US
dc.subjectCustomeren_US
dc.subjectOnlineen_US
dc.subjectComplaint response strategiesen_US
dc.subjectCustomer satisfactionen_US
dc.subjectKenyan telecommunications companiesen_US
dc.titleOnline customer complaint response strategies and customer satisfaction: case study of Kenyan telecommunications companiesen_US
dc.typeThesisen_US
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MBA Theses and Dissertations (2019)