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The thesis examines the impact of customer satisfaction on the organizational performance of telecom firms in Buea, Cameroon, highlighting that low customer satisfaction (CSAT score of 52.66%) negatively affects performance. It utilizes expectancy disconfirmation theory and the Zeithaml and Bitner model to analyze customer satisfaction metrics and emphasizes the need for telecom firms to improve pricing, customer service, and innovation. The study concludes with recommendations for telecom firms to enhance
- Author
- Elijah Prince
- Language
- EN