Lwandamo Muwema is a Masters graduate in Political Science from the University of Kwazulu-Natal in South Africa. His academic fields of interest are International Relations, Media and Cultural Studies as well as Religious Studies.
This research paper investigated the impact of service delivery on a customers’ choice of mobile ... more This research paper investigated the impact of service delivery on a customers’ choice of mobile network, in Zambia. It hypothesised that services delivered by mobile networks influence a subscriber to pick one or two networks over another. So as to prove the hypothesis, Zambia’s four mobile service providers namely Zamtel/Cell Z, MTN, Airtel and Vodafone were examined as the main case study. It was, amongst other findings, discovered that subscribers are influenced by services such as low call rates, wide network coverage, speedy internet and good customer service. Additionally, Zambian mobile subscribers are largely ignorant of their consumer rights and this is an area requiring urgent sensitisation and vocal as well as written expression.
This research paper investigated the impact of service delivery on a customers’ choice of mobile ... more This research paper investigated the impact of service delivery on a customers’ choice of mobile network, in Zambia. It hypothesised that services delivered by mobile networks influence a subscriber to pick one or two networks over another. So as to prove the hypothesis, Zambia’s four mobile service providers namely Zamtel/Cell Z, MTN, Airtel and Vodafone were examined as the main case study. It was, amongst other findings, discovered that subscribers are influenced by services such as low call rates, wide network coverage, speedy internet and good customer service. Additionally, Zambian mobile subscribers are largely ignorant of their consumer rights and this is an area requiring urgent sensitisation and vocal as well as written expression.
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