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The study assessed the effect of service quality of Multichoice on customer satisfaction. The target population constituted Multichoice Customers, Managers, and agents, offering Service to customers on behalf of Multichoice. The study used a descriptive case study design adopting qualitative and...

Purpose- The aim of this study is to examine the relevance of Contact Centre service quality to customer satisfaction in business. The study is done as a comprehensive case study of ZESCO, the Zambian Electricity Supply Company. Research design and methodology- The study is guided by a positivist...