End-User Issues in the ICT Industry

Abstract

The main aim of this study was to determine the degree to which aspects of the physical environment, staff service quality, and personality factors affect the level of customer satisfaction and the associated tertiary effect of satisfaction on customer loyalty. The study was conducted in the context of Ghana. The authors highlighted that the current literature points to the important role played by customer satisfaction in steering efficiency improvement and long-term survival with the ICT industry on focus.