Title: The learning organisation, service delivery quality and internal customer satisfaction in the mobile telecommunication industry

Authors: Felix Kwame Opoku; Kwamena Minta Nyarku

Addresses: Department of Human Resource Management, School of Business, University of Cape Coast, Ghana ' Department of Marketing and Supply Chain Management, School of Business, University of Cape Coast, Ghana

Abstract: The general purpose of this study was to examine the mediation of service delivery quality on the relationship between learning organisations and customer satisfaction in the Ghana mobile telecommunication industry. Data were collected from 346 respondents and analysed using the partial least square-structural equation modelling technique. It was found that learning organisation has significant positive effect on customer satisfaction. Service delivery quality was also found to mediate the relationship between a learning organisation and customer satisfaction. As a result, it was recommended that management in the telecommunication industry must embrace the concept of a learning organisation in order to improve their service delivery quality, which in turn, will enable them to increase customer satisfaction and achieve competitive advantage.

Keywords: learning organisations; customer satisfaction; telecommunication services; mobile telecommunication industry; competitive advantage; learning culture; quality of service delivery; external customers; internal customers; Ghana.

DOI: 10.1504/IJWI.2022.126872

International Journal of Work Innovation, 2022 Vol.3 No.2, pp.130 - 150

Received: 09 Mar 2022
Accepted: 24 Mar 2022
Published online: 09 Nov 2022 *

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