Service Quality and Customer Experience for Mobile Service Providers in Nairobi, Kenya

Abstract

As services account for a huge proportion of the economies of countries especially in developing countries, it has been contended that goods are becoming commoditized and that service is able to provide for differentiation. It is therefore imperative to provide customer experience that is unforgettable in order to remain or acquire competitive grounds. The greatest changes in customer experience did not occur until mobile phone became common elements of life. This has caused an increase in demand for high quality services by buyers. Mobile service providers have come to a realization that for them to survive in the competitive environment they are in, they must deliver quality products and services.