The Relationship between Service Quality and Customer Loyalty in the Kenyan Mobile Telecommunication Service Industry

Customer loyalty has been presented as an indicator of successful quality management practices in both the manufacturing and the service sectors. Due to the rapid growth of the services sector in most economies, there is need to understand how this concept is associated with business practices for supporting quality in the services sector. The study examined the relationship between service quality and customer loyalty in the Kenyan Mobile Telecommunication Service Sector. The SERVQUAL model was adopted in the study. Kenyatta University students drawn from five of its campuses were selected for the population of the study. Pearson product-moment correlation coefficient and regression analyses were the parametric statistical tools used to test the association and effect in the study. A significant relationship was found between service quality and customer loyalty r(313) = 0.47, p<0.05. The SERVQUAL model explained a significant proportion of variance in customer loyalty scores with R2 = 0.306, F(4, 308) = 33.93, p < 0.05. The dimensions in the model predicted different values on customer loyalty: Reliability b = 0.19, t(313) = 2.89, p<0.05, Assurance  b = 0.25 t(313) = 3.50, p < 0.05, Empathy b = 0.35 t(313) = 4.90, p<0.05 and  Reliability b = 0.37, t(313) = 0.54, p>0.05. In sum, service quality has a positive relationship with customer loyalty. These findings hold implications for industry operators on key areas to pay attention to in order to support the quality of services offered so as to guarantee sustained customer loyalty. Keywords: Service quality, Customer satisfaction, SERVQUAL model, Kenyatta University, Customer loyalt

Effectiveness of Recruitment and Selection Practices in Public Sector Higher Education Institutions: Evidence from Ghana

The purpose of this paper is to assess the recruitment and selection practices of public sector higher education institutions in Ghana. The research employed quantitative research approach with a descriptive survey design. Questionnaire was used to collect data from 128 respondents. Stratified and simple random sampling techniques were used to select the sample from the targeted population. Data processing was done using SPSS version 22. Results of the analyses showed, inter alia, the following; (a) Public sector higher education institutions in Ghana predominantly relies on recommendation as its main mode of employment; (b) Identification of available vacancies and delay in feedback after interviews were the two main challenges with the public sector higher education institutions in Ghana recruitment and selection practices. It is recommended that employee referrals (recommendation) though a good idea should be reduced, public sector higher education institutions in Ghana should make use of adverts (either print or electronic or both) in publicising its vacant positions

Service innovation practices and customer loyalty in the telecommunication industry.

The study sought to assess differences in innovation practices in the telecommunication industry, customer perception of service innovations, and how service innovation practices influence the loyalty of mobile subscribers. A quantitative research approach was adopted to study 250 samples from active subscribers of the leading mobile telecommunication companies in Ghana. Descriptive and regression analytical approaches were used to analyze the study's objectives. The result indicates service innovation practices significantly influence loyalty. Innovative service concepts, innovative service processes, and new technologies significantly influence customer loyalty with the latter having the strongest influence. The study contributes to the scanty literature on the mentioned subject within the Ghanaian context. Additionally, this study focused on the service sector. Despite the sector's contribution to the world's Gross Domestic Product (GDP), previous studies have largely focused on the manufacturing sector. Based on the findings, the study recommends that the management of MTN, Vodafone, and Airtel-Tigo in collaboration with R&D and Marketing departments must invest financial and cognitive resources to develop innovative technologies, processes, and services to address the service convenience, efficiency, and effectiveness needs of customers. The study further recommends that financial and cognitive investment should be based on market and consumer research, and customer interaction. This study recommends similar studies using qualitative research methods in other industries such as banking and insurance

Postgraduate Distance Education in University of Cape Coast, Ghana: Students’ Perspectives

The study explored perceptions of postgraduate distance education students of University of Cape Coast (UCC). Specifically, associations between UCC postgraduate distance students’ characteristics and satisfaction, as well as students’ perceptions of physical facilities, staff-students relationship, facilitator quality, and student support services were examined. Determinants of students’ satisfaction regarding physical facilities, staff-students relationship, facilitator quality, and student support services were also investigated. A census was used for the study, whereby a questionnaire was used to collect data from 125 students. It was revealed that satisfaction was not dependent on age, gender, or programme of study but was significantly related to study centre location and semester of study. The students were generally satisfied with physical facilities, staff-students relationship, and facilitator quality but were unimpressed with student support services. The three domains that students were impressed with were deemed to be determinants of their satisfaction. It was recommended that those aspects of the programme that received satisfactory responses should be maintained but improved on with time. Those aspects with unfavourable responses, on the other hand, were to be critically considered for immediate improvement

Sixty-six years of a guidance service delivery in Ghana: Analysis of stakeholders' attitudes and perceived relevance on career success

AbstractThis study examined 66 years of guidance service delivery in Ghana by analysing stakeholders’ attitudes and perceived relevance to career success. The study employed positivist philosophy and cross-sectional survey methods. A sample of 413 comprised basic school headteachers, school guidance coordinators, and district guidance coordinators across 15 regions in Ghana. A self-developed questionnaire was used to gather the data and analysed with Partial Least Square Structural Equation Modelling (fourth-generation analytical tools). The study found that stakeholders’ attitudes towards guidance services at the basic school level were significantly related to policy implementation, perceived relevance, and career success. Additionally, perceived relevance or guidance services were also found to have a significant relationship with policy implementation, monitoring, and career success. Perceived relevance was also found to have a mediating influence on the relationship between attitude and career success and attitude and policy implementation on guidance services at the basic school level. The study recommends that the government of Ghana, through Ghana Education Service, should develop a more positive attitude towards guidance services by providing office allocation, logistics, special allowance or remuneration, and dedicated time for guidance services at the basic school level

Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective

AbstractCustomer satisfaction is at the heart of any successful business entity. The influence of service quality on the role of customer orientation in achieving greater customer satisfaction in the banking industry from the perspective of customers has not received the required attention in the marketing literature. This study sought to respond to the question of whether service quality could influence the effect of customer orientation on customer satisfaction. The study adopts a quantitative research approach with a descriptive survey design. With the aid of PLS-SEM, data from 391 commercial bank customers was analysed. It was identified that, within the banking industry, customer orientation is a key predictor of customer satisfaction. Customer satisfaction would improve when service quality improves, and service quality plays a partial role in the relationship between customer orientation and service quality. The study recommends that policymakers develop comprehensive policies and also direct the management of commercial banks to develop customer orientation programmes

Web 2 adoption and performance of telecommunication firms in Ghana: a study of MTN Ghana

AbstractWeb 2.0 networks have provoked a revolution in the last years due to their capacity to modify human relationships, particularly in business contexts. Social capital, as a crucial intangible asset embedded in Web 2.0 networks, can be extremely helpful to build and optimize personal and organizational performance. The study analysed the influence of web 2 adoptions on the organisational performance of MTN Ghana with perceived ease of use playing a moderating role. The study adopted a quantitative approach and explanatory research design. Data were collected via structured questionnaires from 367 conveniently sampled customers from the 16.2 million active subscribers who had successfully linked their Sim cards with their Ghana cards as of June 30, 2022. The study obtained a valid data set of 272 with a response rate of 74.1% which was then processed via IBM SPSS (v.26) and SmartPLS3 software. The study found that web 2 adoption comprising wikis, blogs, social networking sites, and file sharing has a significant positive effect on MTN’s overall performance. It was concluded that perceived ease of use plays a significant moderating role in the link between web 2 adoption and MTN-Ghana performance. The study, therefore, recommended that policy makers including the management of MTN-Ghana should continue to adopt and invest in its web 2 technologies in order to attain higher performance levels and become more competitive

Effect of supplier appraisal on firm performance in Ghana: Views of employees of selected manufacturing firms

In Ghana, recent financial sector clean-ups and reforms have impacted the operations of several corporations in the business-to-business market. Coupled with this, several issues have been reported concerning procurement practises in the past few years. Regardless of corporate governance practises and public procurement regulations, institutions in Ghana are yet to fully realise the relevance of supplier appraisal. Grounded by the resource base theory, the study examines the effect of appraisal of suppliers’ financial stability, technical capacity to produce, adherence to systems and procedures, conformance to legislation, and suppliers’ supply chain on the performance of industrial firms in Ghana. A sample of 171 employees was drawn from a total of 250 employees. Data processing and analysis were undertaken through the partial least squares structural equation modelling (PLS-SEM) estimator. The results clearly suggest that firms’ technical capacity does not constitute firm resources that translate to firm performance. However, firms’ financial stability, adherence to systems, conformance to legislation, and supply chains are regarded as firm resources that contribute to the overall performance of the firm. We conclude that supplier evaluation is a significant predictor of manufacturing firms’ performance

Human candidate gene polymorphisms and risk of severe malaria in children in Kilifi, Kenya: a case-control association study

Background: Human genetic factors are important determinants of malaria risk. We investigated associations between multiple candidate polymorphisms—many related to the structure or function of red blood cells—and risk for severe Plasmodium falciparum malaria and its specific phenotypes, including cerebral malaria, severe malaria anaemia, and respiratory distress. Methods: We did a case-control study in Kilifi County, Kenya. We recruited as cases children presenting with severe malaria to the high-dependency ward of Kilifi County Hospital. We included as controls infants born in the local community between Aug 1, 2006, and Sept 30, 2010, who were part of a genetics study. We tested for associations between a range of candidate malaria-protective genes and risk for severe malaria and its specific phenotypes. We used a permutation approach to account for multiple comparisons between polymorphisms and severe malaria. We judged p values less than 0·005 significant for the primary analysis of the association between candidate genes and severe malaria. Findings: Between June 11, 1995, and June 12, 2008, 2244 children with severe malaria were recruited to the study, and 3949 infants were included as controls. Overall, 263 (12%) of 2244 children with severe malaria died in hospital, including 196 (16%) of 1233 with cerebral malaria. We investigated 121 polymorphisms in 70 candidate severe malaria-associated genes. We found significant associations between risk for severe malaria overall and polymorphisms in 15 genes or locations, of which most were related to red blood cells: ABO, ATP2B4, ARL14, CD40LG, FREM3, INPP4B, G6PD, HBA (both HBA1 and HBA2), HBB, IL10, LPHN2 (also known as ADGRL2), LOC727982, RPS6KL1, CAND1, and GNAS. Combined, these genetic associations accounted for 5·2% of the variance in risk for developing severe malaria among individuals in the general population. We confirmed established associations between severe malaria and sickle-cell trait (odds ratio [OR] 0·15, 95% CI 0·11–0·20; p=2·61 × 10−58), blood group O (0·74, 0·66–0·82; p=6·26 × 10−8), and –α3·7-thalassaemia (0·83, 0·76–0·90; p=2·06 × 10−6). We also found strong associations between overall risk of severe malaria and polymorphisms in both ATP2B4 (OR 0·76, 95% CI 0·63–0·92; p=0·001) and FREM3 (0·64, 0·53–0·79; p=3·18 × 10−14). The association with FREM3 could be accounted for by linkage disequilibrium with a complex structural mutation within the glycophorin gene region (comprising GYPA, GYPB, and GYPE) that encodes for the rare Dantu blood group antigen. Heterozygosity for Dantu was associated with risk for severe malaria (OR 0·57, 95% CI 0·49–0·68; p=3·22 × 10−11), as was homozygosity (0·26, 0·11–0·62; p=0·002). Interpretation: Both ATP2B4 and the Dantu blood group antigen are associated with the structure and function of red blood cells. ATP2B4 codes for plasma membrane calcium-transporting ATPase 4 (the major calcium pump on red blood cells) and the glycophorins are ligands for parasites to invade red blood cells. Future work should aim at uncovering the mechanisms by which these polymorphisms can result in severe malaria protection and investigate the implications of these associations for wider health. Funding: Wellcome Trust, UK Medical Research Council, European Union, and Foundation for the National Institutes of Health as part of the Bill & Melinda Gates Grand Challenges in Global Health Initiative

SARS-CoV-2 vaccination modelling for safe surgery to save lives: data from an international prospective cohort study

Background: Preoperative SARS-CoV-2 vaccination could support safer elective surgery. Vaccine numbers are limited so this study aimed to inform their prioritization by modelling. Methods: The primary outcome was the number needed to vaccinate (NNV) to prevent one COVID-19-related death in 1 year. NNVs were based on postoperative SARS-CoV-2 rates and mortality in an international cohort study (surgical patients), and community SARS-CoV-2 incidence and case fatality data (general population). NNV estimates were stratified by age (18-49, 50-69, 70 or more years) and type of surgery. Best- and worst-case scenarios were used to describe uncertainty. Results: NNVs were more favourable in surgical patients than the general population. The most favourable NNVs were in patients aged 70 years or more needing cancer surgery (351; best case 196, worst case 816) or non-cancer surgery (733; best case 407, worst case 1664). Both exceeded the NNV in the general population (1840; best case 1196, worst case 3066). NNVs for surgical patients remained favourable at a range of SARS-CoV-2 incidence rates in sensitivity analysis modelling. Globally, prioritizing preoperative vaccination of patients needing elective surgery ahead of the general population could prevent an additional 58 687 (best case 115 007, worst case 20 177) COVID-19-related deaths in 1 year. Conclusion: As global roll out of SARS-CoV-2 vaccination proceeds, patients needing elective surgery should be prioritized ahead of the general population