The Effect Of Customization On Customer Satisfaction In Safaricom Kenya.

ABSTRACT.

There is a debate on what is the effect of customization on customer satisfaction. In this case, the

effect of customization on customer satisfaction in safaricom Kenya is assessed. The study also

tries to establish the effect of supplementary service to building customer satisfaction in

Safaricom Kenya Limited. The effect of service providers to building customer satisfaction in

Safaricom Kenya Limited is also determined. Data was collected using both qualitative and

quantitative methods. Safaricom Kenya middle managers, Safaricom Kenya employees

especially those who work in the service outlet and Safaricom Kenya customers were also

involved. Nairobi city one of the rapidly growing areas of Kenya with almost the biggest

population size was also considered.

Result showed customers of safaricom Kenya limited enjoyed most of safaricom services such

as; free flash back sms (please call me), M-pesa (mobile money), different tariffs at different

costs, from the company. Safaricom Kenya ltd has been using improved technology that aided

them to deliver their services effectively and efficiently.

The study recommends that, Safaricom Kenya Limited should ensure that they maintain friendly

environment with its customers in order to maintain and attract more customers.

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