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Author Chanda, Edna Bwalya Start Over

1. An evaluation of service level agreements on customer satisfaction: the case of Zamtel

Chanda, Edna Bwalya
2022·Master of Business Admnistration·University of Zambia

This research was based on the evaluation of Zamtel SLAs on customer satisfaction. This study applied a mixed methods sequential exploratory research design to determine SLA factors that influence the adoption of Zamtel services. The research was conducted using two phases. The first phase being...

Service level agreementCustomer satisfaction
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