Antecedents of Customer Perceived Value: Evidence of Mobile Phone Customers in Kenya

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dc.contributor.author Owino, Edward Otieno
dc.contributor.author Muturi, Francis Mungai
dc.contributor.author Wadawi, Joseph Kibuye
dc.date.accessioned 2015-07-06T11:30:46Z
dc.date.available 2015-07-06T11:30:46Z
dc.date.issued 2014
dc.identifier.issn 2219-1933
dc.identifier.issn 2219-6021
dc.identifier.uri http://erepo.usiu.ac.ke/11732/470
dc.description A Journal article by Dr. Edward Otieno Owino, an Adjunct Faculty in the Chandaria School of Business in USIU- Africa. en_US
dc.description.abstract As the mobile phone industry in Kenya gets competitive, customer retention becomes an imperative precursor to firm performance. For this reason, the study was so conceived to examine factors that influence customer perceived value amongst Kenyan mobile phone customers. The study analysed perceived service quality and the perception of price amongst cell phone users. A survey of 400 randomly selected respondents was undertaken. A structured instrument covering background information, customer expectation and customer perception was adopted in primary data collection. The results shows that perceived quality of service and perceived price determine customer’s perception of value. The results indicate the existence of a significant differences exist between what customers expect and what they perceive they experience after a service encounter. Service managers should compete on providing services of high value to gain a competitive edge in this market. en_US
dc.publisher International Journal of Business and Social Science en_US
dc.subject Kenya en_US
dc.subject Service en_US
dc.subject Service quality en_US
dc.subject Perceived price en_US
dc.subject Perceived value en_US
dc.title Antecedents of Customer Perceived Value: Evidence of Mobile Phone Customers in Kenya en_US
dc.type Article en_US

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