Browsing by Author "MULAPANI, Kakanda"

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    An Assessment of Customer Satisfaction, Retention and Loyalty of Network Providers in Zambia: A Study of MTN, AIRTEL and ZAMTEL
    (University of Lusaka, 2025) MULAPANI, Kakanda
    Customer satisfaction, customer retention and customer loyalty have been subjects of great interest to organizations over the years. Customers are important stakeholders in organizations and their satisfaction should be priority to management. Organizations have in the recent past been obliged to render more services in addition to their offers. Network reliability, Service quality, Price fairness, and Customer support have been used in this study as determinants of customer satisfaction, customer retention and customer loyalty. Customer satisfaction is a vital element for any organization to stay afloat and grow within today’s constantly competitive business landscape. When satisfied, the customers’ confidence in the products and services is heightened, and the organization gains the customers’ loyalty and repeat business. Organizations operate within a competitive and ever-changing environment that is mostly influenced by significant factors such as competitors, customer behavior, and the environment. These factors can impact their operations and success. In the telecommunications industry, the atmosphere is particularly competitive, with the sector being highly dynamic and subject to constant technological advancements. The main purpose of this study was to assess level of customer satisfaction, customer retention and customer loyalty with mobile service provision in Zambia, focusing on the three mobile telecommunications providers namely, Airtel, MTN and Zamtel. The study is aimed at assessing the extent to which customers were satisfied with mobile telephone services, identify the nature of the products/services and contributing factors for customer satisfaction, customer retention and customer loyalty. Exploratory descriptive research design was used to collect data by using methods of data collection being questionnaires and simple random sampling was used by visiting randomly selected service centers for each network provider. Statistical package for social sciences (SPSS) was used for data analysis. The study established that network reliability was a key factor in choosing preferred network service provider, followed by service quality as a determinant factor. There was general satisfaction among the customers with the levels of customer support. As regards price fairness, findings indicate that there is homogeneity in the provision of services by the three network providers in Zambia. The study has made recommendations for future research such as need to prioritize the delivery of quality, uninterrupted services to customers and that Airtel, MTN and Zamtel should work with other stakeholders to deliver quality, reliable services at reasonable prices which are especially fair to customers.