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A study investigating the customer service levels of Telkom Special market group, operating with the South African monopolistic telecommunications environment [Confidential]

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dc.contributor.author Potgieter M en
dc.date.accessioned 2016-09-26T06:59:11Z
dc.date.available 2016-09-26T06:59:11Z
dc.date.submitted 2000 en
dc.identifier.uri http://hdl.handle.net/20.500.11892/179273
dc.description.abstract In today's increasingly competitive environment, customer relationship management is critical to corporate success. Delivering high quality service and achieving high customer satisfaction has been closely linked to profits, cost savings and market share (Sager, 1994). With this focus on the customer, leading companies today are overhauling their traditional financial-only measurements of corporate performance, and seeking new metrics (both internal and external) that include customers' perceptions and expectations. This study empirically examines the Telkom Special Markets Group and its customer relationships, within the South African monopolistic telecommunications environment. It ascertains the customers' perceptions of the organisation's service levels, identifies service incongruencies and defines measures to treat and cure diagnosed maladies, whilst simultaneously establishing a strategic competitive advantage for the organisation. Customer satisfaction measurement forms the basis for this research, with the specific intent to identify and highlight the customer service needs of the wholesale telecommunications environment and ascertain the perceptions of these customers as to how Telkom Special Markets Group meet their specific individual needs and how these customers rate the overall service delivered by the group and the organisation. Customer satisfaction is subject to the vagaries of individual subjectivity and perception and research indicates that a better measurement of overall company profitability and performance should be based upon the market perceived quality of products and services. This market incorporates potential sources of revenue, including customers, competitor customers and potential customers and the perception is that of the customers. Quality of service or product is the key determinant that drives customer choice, which is hinged upon how much the customer values the product or service and how much the customer is prepared to pay for that value. It is evident that customers all perceive value differently. Customer satisfaction evaluation cannot be a once off exercise nor can it be judged merely upon the interpretation of information obtained from isolated groupings within the organisation. Thus, an empirical method of testing how customers' value quality service and products is required and the Walker Customer Relationship Assessment Model was chosen to facilitate this process and evaluate the Telkom Special Markets Group against specific process areas. It should be noted that this is a confidential report and strategically important to Telkom and the Special Markets Group. It is therefore requested that this research be defined as confidential and not public domain and treated as a confidential report. en
dc.language English en
dc.subject Business administration / Business leadership en
dc.subject Marketing management en
dc.title A study investigating the customer service levels of Telkom Special market group, operating with the South African monopolistic telecommunications environment [Confidential] en
dc.type Masters degree en
dc.description.degree MBA en


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