IDEAS home Printed from https://ideas.repec.org/a/igg/jssmet/v9y2018i4p73-89.html
   My bibliography  Save this article

Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana

Author

Listed:
  • Masud Ibrahim

    (Jiangsu University, Zhenjiang, China)

  • Ssendiwal Abdallahamed

    (Reckon Concepts LLC, Kampala, Uganda)

  • Diyawu Rahman Adam

    (Garden City University College, Kumasi, Ghana)

Abstract

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.

Suggested Citation

  • Masud Ibrahim & Ssendiwal Abdallahamed & Diyawu Rahman Adam, 2018. "Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 9(4), pages 73-89, October.
  • Handle: RePEc:igg:jssmet:v:9:y:2018:i:4:p:73-89
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJSSMET.2018100105
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Akon O. Ekpezu & Ferdinand Katsriku & Winfred Yaokumah & Isaac Wiafe, 2022. "The Use of Machine Learning Algorithms in the Classification of Sound: A Systematic Review," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-28, January.
    2. Rui Silva & Ana Amaro & Alvaro Dias, 2022. "Professionalism Perception and Client Satisfaction: An Analysis of the Bouncers-Doormen Performance," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-18, January.
    3. Jalal Rajeh Hanaysha & Mohammed Emad Al-Shaikh & Shanmugan Joghee & Haitham M. Alzoubi, 2022. "Impact of Innovation Capabilities on Business Sustainability in Small and Medium Enterprises," FIIB Business Review, , vol. 11(1), pages 67-78, March.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jssmet:v:9:y:2018:i:4:p:73-89. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.