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Service Quality Perceptions: A Case of Ugandan Telephony Users
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration.
Makere University, Business School.
2012 (English)In: Journal of Relationship Marketing, ISSN 1533-2667, E-ISSN 1533-2675, Vol. 11, no 3, p. 149-171Article in journal (Refereed) Published
Abstract [en]

The potential disparity between expected and actual service quality (Gap 5) among telephony users was investigated. A sample of 262 mobile telephone users from 4 networks in Uganda were investigated. Pilot tests indicated that the instrument had good internal consistency, with all Cronbach's alpha reliability coefficients greater than .8 for both expected and actual service perceptions. Three focus group interviews were conducted. Structural equation modelling was used to test the theory through confirmatory factor analysis and goodness-of-fit tests. Goodness-of-fit tests established that the model did not fit the subsample data. The paired samples t test indicated that Gap 5 was nonexistent among telephony users in Uganda. Qualitative findings showed that Gap 5 existed among users of telephony services. Similar findings are not available for underdeveloped countries. This study should be replicated in countries that mirror the socioeconomic characteristics of Uganda. A methodological contribution through adoption of triangulation approach.

Place, publisher, year, edition, pages
Taylor & Francis Group, 2012. Vol. 11, no 3, p. 149-171
Keywords [en]
Designed, expected, experienced, quality, service
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hig:diva-13154DOI: 10.1080/15332667.2012.705250Scopus ID: 2-s2.0-84866705150OAI: oai:DiVA.org:hig-13154DiVA, id: diva2:559541
Available from: 2012-10-09 Created: 2012-10-09 Last updated: 2018-03-13Bibliographically approved

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Osarenkhoe, Aihie

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CiteExportLink to record
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Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf