The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe

Morelight Virima; Maxwell Sandada; Tinashe TR Ndoro; Tinashe Chuchu

Article Details

Research Article Volume 14 Issue 01

The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe

Morelight Virima • Maxwell Sandada • Tinashe Tr Ndoro • Tinashe Chuchu

Published: 29 Sep 2019 Issue:Volume 14 Issue 01 Oct 2019 Author details below

Morelight Virima

Graduate School of Management, University of Zimbabwe

Maxwell Sandada

Graduate School of Management, University of Zimbabwe

Tinashe TR Ndoro

Department of Marketing Management University of Pretoria, South Africa

Tinashe Chuchu

Department of Marketing Management University of Pretoria, South Africa

Service quality customer satisfaction internet provision Zimbabwe

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Abstract

Research summary

The purpose of the research was to examine the impact of service quality on customer satisfaction amongst customers in the internet service provision sector of Zimbabwe. In the study, service quality consisted of six dimensions, namely, reliability, empathy, responsiveness, tangibles, location and price. The study employed a cross-sectional quantitative design from which a sample of 341 successfully completed questionnaires were obtained. Data analysis was performed using SPSS 23 software. Multiple regression was performed to ascertain the cause-effect relationship between the independent variables (namely, reliability, empathy, responsiveness, tangibles, location and price) and the dependent variable (customer satisfaction). The results of the study indicated that reliability, responsiveness and price displayed a positive statistically significant impact on customer satisfaction. On the other hand, empathy, tangibles and location were noted as not having a statistically significant positive impact on customer satisfaction. The main implication for internet service providers in Zimbabwe is that responsiveness and prices-sensitive offerings are key to satisfying customers.

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Article History

Published 29 Sep 2019

How to Cite

Virima, M., Sandada, M., Ndoro, T. T., & Chuchu, T.. (2019). The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe. Journal of Business and Retail Management Research, Volume 14 Issue 01.

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Archive cited by No internal citing article yet

Reference depth 32 sources listed

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APA

Virima, M., Sandada, M., Ndoro, T. T., & Chuchu, T.. (2019). The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe. Journal of Business and Retail Management Research, Volume 14 Issue 01.

MLA

Virima, Morelight, et al.. "The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe." Journal of Business and Retail Management Research, Volume 14 Issue 01, 2019.

Chicago

Morelight Virima, Maxwell Sandada, Tinashe Tr Ndoro, and Tinashe Chuchu. "The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe." Journal of Business and Retail Management Research Volume 14 Issue 01 (29 Sep 2019).

Harvard

Virima, M., Sandada, M., Ndoro, T. T., & Chuchu, T. (2019) The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe. Journal of Business and Retail Management Research, Volume 14 Issue 01

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