Customer-perceived relationship quality and satisfaction: A case of Ethiopian Telecommunication Corporation

Customer-perceived relationship quality and satisfaction: A case of Ethiopian Telecommunication Corporation

Author: 
Negi, Rakshit
Publisher: 
Emerald
Date published: 
2013
Record type: 
Responsibility: 
Eyob Ketema, jt. author
Journal Title: 
African Journal of Economic and Management Studies
Source: 
African Journal of Economic and Management Studies, Vol. 4, No. 1, 2013, pp. 109-121
Abstract: 

The purpose of this study is to explore and assess the contribution of relationship marketing constructs namely trust, commitment, communication, and conflict handling to perceived quality of customer relationship and satisfaction in an Ethiopian mobile communications perspective. All relationship marketing dimensions were found to be significant contributors to both relationship quality and customer satisfaction. Empirically, similar to other studies conducted in varying contexts, customer satisfaction was found to be a significant predictor of relationship quality in the Ethiopian mobile telecommunication sector.

Language: 
Country focus: 

CITATION: Negi, Rakshit. Customer-perceived relationship quality and satisfaction: A case of Ethiopian Telecommunication Corporation . : Emerald , 2013. African Journal of Economic and Management Studies, Vol. 4, No. 1, 2013, pp. 109-121 - Available at: http://library.au.int/customer-perceived-relationship-quality-and-satisfaction-case-ethiopian-telecommunication-4