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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
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    Cited by:

    1. 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.
    2. 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.
    3. 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.

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