article · International Journal of Service Science Management Engineering and Technology
Mobile service providers in Ghana rely on distinct service recovery strategies to handle subscriber issues. An investigation using a quantitative approach gathered data from 384 mobile phone subscribers across Ghana to evaluate how complaint handling influences overall user sentiment. The findings demonstrate a significant positive relationship between effective service recovery and customer satisfaction. Specifically, when a telecommunications firm shows a clear understanding of customer complaints and ensures fair treatment in resolving those grievances, subscribers report higher levels of satisfaction. In addition, overall service recovery efforts correlate positively with customer satisfaction. These insights offer empirical evidence on customer service management within telecommunications markets from the perspective of a developing country, highlighting the importance of empathetic and equitable dispute resolution.
Resolving customer grievances effectively is critical for retaining subscribers in competitive mobile markets. This research illustrates that fair treatment and a genuine understanding of consumer complaints directly raise satisfaction levels. For telecommunications operators in emerging economies, prioritising fairness and clarity during dispute resolution offers a proven path to keeping users content.
These findings offer applied guidance for mobile network operators, customer service managers, and telecommunications regulators designing dispute management policies. While the research is empirical rather than a direct technological product, the identified relationships can inform customer relationship management software workflows and customer care training programmes. The insights represent applied research ready to guide operational practices in consumer-facing mobile service businesses.
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This article seeks to explore service recovery strategies adopted by mobile service providers operating in Ghana. The article adopts a quantitative approach design. A sample size of 384 respondents was used for this study comprising mobile phone subscribers in Ghana. The study revealed a significant positive relationship between service recovery based on firm's understanding of customer complaints, firm's fair treatment of customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between service recovery and customer satisfaction. The article contributes to extant literature on service recovery from developing country perspective.
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DOI: 10.4018/ijssmet.2018100105
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