scholarly journals E-Communication and Customer Satisfaction: a Case of the Mobile Telecommunications Industry in South Africa

2017 ◽  
Vol 9 (2(J)) ◽  
pp. 189-200
Author(s):  
Dayaneethie Veerasamy ◽  
Jeevarathnam Parthasarathy Govender
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Service Providers ◽  
Telecommunications Industry ◽  
General Information ◽  
The Internet ◽  
Mobile Telecommunications ◽  
Cross Sectional ◽  
Mobile Telecommunications Industry ◽  
Valuable Content

Electronic communication (e-communication) refers to communicating by electronic means, especially over computer networks. Organisations use the internet to distribute valuable content in a variety of ways including e-newsletters, articles, videos, webinars, chats, live online events, social networks and forums. Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by an organisation have been met. Customers can be satisfied with more than just the organisation’s product offerings. Customers use the Internet to search for general information, instruction guides or tips that they consider interesting or valuable. They often base their buying decisions on what they find. Valuable content can result in positive advertising as customers share positive content-related experiences with others. It can also increase loyalty as customers start to view or perceive an organisation as an expert about industry-related topics. This paper examines the relationship between e-communication and customer satisfaction within the mobile telecommunications industry in South Africa. This research was quantitative, descriptive and cross sectional in nature. The study found that e-communication was being used by the majority of the service providers in the mobile telecommunications industry and that it led to increased customer satisfaction.

scholarly journals E-Communication and Customer Satisfaction: a Case of the Mobile Telecommunications Industry in South Africa

2017 ◽  
Vol 9 (2) ◽  
pp. 189
Author(s):  
Dayaneethie Veerasamy ◽  
Jeevarathnam Parthasarathy Govender
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Service Providers ◽  
Telecommunications Industry ◽  
General Information ◽  
The Internet ◽  
Mobile Telecommunications ◽  
Cross Sectional ◽  
Mobile Telecommunications Industry ◽  
Valuable Content

Electronic communication (e-communication) refers to communicating by electronic means, especially over computer networks. Organisations use the internet to distribute valuable content in a variety of ways including e-newsletters, articles, videos, webinars, chats, live online events, social networks and forums. Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by an organisation have been met. Customers can be satisfied with more than just the organisation’s product offerings. Customers use the Internet to search for general information, instruction guides or tips that they consider interesting or valuable. They often base their buying decisions on what they find. Valuable content can result in positive advertising as customers share positive content-related experiences with others. It can also increase loyalty as customers start to view or perceive an organisation as an expert about industry-related topics. This paper examines the relationship between e-communication and customer satisfaction within the mobile telecommunications industry in South Africa. This research was quantitative, descriptive and cross sectional in nature. The study found that e-communication was being used by the majority of the service providers in the mobile telecommunications industry and that it led to increased customer satisfaction.

scholarly journals Using e-communication in the mobile telecommunications industry

2015 ◽  
Vol 13 (1) ◽  
pp. 936-944
Author(s):  
Dayaneethie Veerasamy
Keyword(s):  
Relationship Marketing ◽  
Social Networking Sites ◽  
Telecommunications Industry ◽  
Mobile Telecommunications ◽  
Cross Sectional ◽  
Full Study ◽  
The Impact ◽  
E Mail ◽  
Mobile Telecommunications Industry

This article examines how e-communication is used in the mobile telecommunications industry and the impact it has on relationship marketing. The use of new electronic media such as the Internet, e-mail, websites, cellular technology, blogs and social networking sites for communication purposes is called e-communication. Relationship marketing is about creating and maintaining long-lasting, profitable relationships with customers. E-communication makes it possible for the organisation to personalise their interactions with their customers which is one of the major benefits of relationship marketing. Allowing an organisation to identify their most important customers, aids in recognising the lifetime value of these individual customers. The aim of this pilot study was to examine the way in which e-communication is being utilised in the mobile telecommunications industry and evaluate how it can lead to creating and maintaining satisfied customers over the long term. This research was descriptive, cross-sectional and quantitative in nature. Since this study is a precursor to a full study, only 20 respondents participated. The majority of the respondents were mobile phone users for 6-10 years. 85% of the respondents indicated that their service provider uses e-communication while 15% indicated that they do not use it. There were majority positive responses regarding trust, commitment and loyalty.

Pre-Entry Experience, Postentry Adaptations, and Internationalization in the African Mobile Telecommunications Industry

2021 ◽  
pp. 1-22
Author(s):  
Mohammad Jahanbakht ◽  
Romel Mostafa ◽  
Francisco Veloso
Keyword(s):  
Low Income ◽  
Telecommunications Industry ◽  
Mobile Telecommunications ◽  
African Countries ◽  
Firm Level ◽  
Operational Conditions ◽  
Adaptive Capabilities ◽  
Level Data ◽  
Start Ups ◽  
Mobile Telecommunications Industry

We study the evolution of the African mobile telecommunications industry from its effective beginning and explore the sources of ownership advantages among indigenous firms, by assembling historical qualitative and quantitative firm-level data. Our historical qualitative findings suggest that a few start-ups gained industry-specific knowledge through their pre-entry experience, directed their postentry development of capabilities toward adaptations to challenging market and operational conditions, and leveraged their adaptive capabilities to enter and compete in other African countries. Using our quantitative panel data, we show that these firms successfully internationalized across the continent. In particular, compared with other start-ups, they had higher rates of foreign entry in African countries that had relatively weaker rule of law, and greater market reach in African countries that had relatively larger low-income consumer segments. These patterns corroborate that their capabilities for overcoming the industry’s challenging market and operational conditions were their key ownership advantages. Through our triangulated analysis, we show that inherited industry knowledge provides a foundation for postentry capability development, and entrepreneurial leadership guides this process to create ownership advantages for regional internationalization.

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