An analytical study on customers' expectations after sale services and their satisfaction level; a comparative study of Tigo and MTN (2010-2015) in Huye District.

Abstract

Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to deliver more services in addition to their offers. The service quality has become an aspect of customer satisfaction. Customers become very important in business because the principal objective of organizations is to maximize profit and minimize cost through increasing sales with lesser cost. One of the factors that could help to increase sales is customer satisfaction, and satisfaction leads to customer loyalty. The aim of this study was to know the type of services offered at MTN and TIGO in Huye District, to ascertain expected services after sales to customers and to measure the impact of expected services after sales on futures sales. Primary and secondary sources were used for data collection. Questionnaires were used to collect information directly from the respondents and books, journals, websites documents were used for collection of secondary data. Analytical study was used as a research design in order to collect the data. The results showed that through 170 respondents taken as sample size, people in HUYE District use TIGO rather than MTN because of customer loyalty and price on products and services as key aspects considered to meet the customers' expectations or satisfaction. Finally, in order to satisfy customers, the study suggests that any organization needs to motivate customers to buy by understanding their feelings, emotions, beliefs, thoughts and values.