Effects of Service Recovery Delivery on Loyalty of GSM Industry: Evidence from Customers in Nigeria
No Thumbnail Available
Date
2023
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Marketing and Management Sciences
Abstract
Service recovery delivery has become a source of worries to GSM industries in Nigeria. The survival and growth prospects of GSM services as a result of quality of service cannot be overemphasized Customer satisfaction is however imperative primarily because the value of satisfied customers realized in terms of positive brand attitudes and repeat purchases would determine their existence. This study employed descriptive research design using cross-sectional survey method to collect data. The study results show that there is a significant effect of attentiveness of service to customer complaints on customer loyalty in Lagos State. Consequently, one of the major reccommdations is that improve service recovery delivery, GSM Industry should conclude integrated root-cause analysis and continuously learn from their service delivery system.
Description
Keywords
Citation
Ighodalo, D. E., Dixon-Ogbechi, N. B., & Ladipo, K.A. Patrick. (2023). Effects of Service Recovery Delivery on Loyalty of GSM Industry: Evidence from Customers in Nigeria. International Journal of Marketing and Management Sciences. 3(1). pg; 96-118.