Abstract

The purpose of the study was to develop and test a framework of data protection dimensions that enhance customer satisfaction in the Postal and Telecommunications sector. The specific objectives of the study were to establish the relationships between data protection dimensions (awareness and knowledge of the rights of data subjects, data protection trust and confidence of data subjects and cyber and data protection complaints redress) and consumer satisfaction. There has been limited study on the connection between data protection and customer satisfaction in the context of the postal and telecommunications sector. The current consumer satisfaction framework in the postal and telecommunications sector in Zimbabwe does not consider data protection issues. The study adopted a quantitative approach to establish the relationships between variables. A cross-section survey of 1,143 respondents that were randomly selected was conducted across all ten provinces in Zimbabwe. The results indicate that there is a positive relationship between consumer trust and confidence and consumer satisfaction with postal and telecommunication services. The study is crucial in informing the development of a new framework for measuring consumer satisfaction in the postal and telecommunications sector. The framework will help establish data protection metrics that have a significant influence on consumer satisfaction.

Details

Title
A Conceptual Framework of Enhancing Consumer Satisfaction Through Data Protection In The Postal And Telecommunications Sector In Zimbabwe.
Author
Gift Machengete; Maxwell Sandada; Panavanhu, Rumbidzai; Mandipezano, Makawonesu; Mhaka, Cryford; Chinodya, Lameck; George Taruona 25-37
Section
Business Administration and Business Economics
Publication year
2023
Publication date
2023
Publisher
Universitatea Danubius Galati
ISSN
2065-0175
e-ISSN
2067-340X
Source type
Scholarly Journal
Language of publication
French; English
ProQuest document ID
2928619766
Copyright
© 2023. This work is published under https://creativecommons.org/licenses/by-nc/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.