A Conceptual Framework of Enhancing Consumer Satisfaction Through Data Protection In The Postal And Telecommunications Sector In Zimbabwe.
Keywords:
Consumer trust, data subjects, complaints redress, consumer confidence, customer satisfaction.Abstract
The purpose of the study was to develop and test a framework of data protection dimensions that enhance customer satisfaction in the Postal and Telecommunications sector. The specific objectives of the study were to establish the relationships between data protection dimensions (awareness and knowledge of the rights of data subjects, data protection trust and confidence of data subjects and cyber and data protection complaints redress) and consumer satisfaction. There has been limited study on the connection between data protection and customer satisfaction in the context of the postal and telecommunications sector. The current consumer satisfaction framework in the postal and telecommunications sector in Zimbabwe does not consider data protection issues. The study adopted a quantitative approach to establish the relationships between variables. A cross-section survey of 1,143 respondents that were randomly selected was conducted across all ten provinces in Zimbabwe. The results indicate that there is a positive relationship between consumer trust and confidence and consumer satisfaction with postal and telecommunication services. The study is crucial in informing the development of a new framework for measuring consumer satisfaction in the postal and telecommunications sector. The framework will help establish data protection metrics that have a significant influence on consumer satisfaction.
Key words: Consumer trust, data subjects, complaints redress, consumer confidence, customer satisfaction.
JEL Classification: M14
References
Ali Rapidah Omar and Amir Naemah Abd Hakim, (2020): Service Quality and Consumer Satisfaction: Experience of Consumers in Postal Service: Journal Intelek Volume 15 Issue 2 (August) 2020: Faculty of Business and Management, Universiti Teknologi MARA Cawangan Terengganu, Kampus Dungun, 23000 Dungun, Terengganu, Malaysia
Birajdar Charusheela and Joshi Akshata, (2016): A review of Consumer Satisfaction for Indian Postal Services: International Journal of Marketing and Human Resource Management (IJMHRM) Volume 7, Issue 3, Sep–Dec (2016), http://www.iaeme.com/ijmhrm/issues.asp?
Devi P. Uma Maheswari and Rao B. Sankara (2016): Universal Journal of Industrial and Business Management 4(4): 97-103, 2016 http://www.hrpub.org DOI: 10.13189/ujibm.2016.040401 Consumer Protection Awareness- Role of Education: 1 Department of Management Studies, Adikavi Nannaya University, India 2 Department of Mathematics, Adikavi Nannaya University, India
Fanni Rosanna, Steinkogler Valerie Eveline, Zampedri Giulia and Pierson Jo., (2022): Enhancing human agency through redress in Artifcial Intelligence Systems: AI & Society (2023) 38:537–547 https://doi.org/10.1007/s00146-022-01454-7
Kim Yaeri, Wang Qiran and Roh Taewoo, (2020): Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O based mobile shopping application: Telematics and Informatics, journal homepage: www.elsevier.com/locate/tele
Korff Douwe and Georges Marie, (2016): Guidance for data protection officers in the public and quasi‐public sectors on how to ensure compliance with the European Union General Data Protection Regulation: Grant Agreement number: 769100 — T4DATA — REC-DATA-2016/REC-DATA-2016-01
Malgieri Gianclaudio and Comande Giovanni., (2017): Why a Right to Legibility of Automated Decision-Making Exists in the General Data Protection Regulation: International Data Privacy Law, 2017, Vol. 7, No. 4
Martin Nicholas, Matt Christian, Niebel Crispin and Blind Knut., (2019): How Data Protection Regulation Affects Startup Innovation: Information Systems Frontiers (2019) 21:1307–1324: https://doi.org/10.1007/s10796-019-09974-2
Mazikana Anthony Tapiwa, (2020): The impact of quality service and consumer satisfaction on consumer purchasing decisions in Zimbabwe telecommunications industry: SSRN Profile - https://papers.ssrn.com/sol3/cf_dev/AbsByAuth.cfm?per_id=2660231
Mosteller Jill and Poddar Amit., (2017): To Share and Protect: Using Regulatory Focus Theory to Examine the Privacy Paradox of Consumers' Social Media Engagement and Online Privacy Protection Behaviors: Journal of Interactive Marketing: Sykes College of Business, University of Tampa, FL 33606, United States b Franklin P Perdue School of Business, Salisbury University, MD 20801, United States.
Mujahid, Nasyirah Nurdin and Nurfaisyah Aladin, (2021): Consumer Satisfaction Analysis Using Package and Document Delivery Services Pt. Indonesian Post (Case Study of Makassar Central Post Office): International Journal of Health, Economics and Social Sciencies; Vol-3, Issue-4, 2021 (IJHESS) e-ISSN: 2685-6689
Muncinelli Gianfranco and De Lima Edson Pinheiro, Deschamps Fernando, Da Costa Sergio E. Gouvea, and Cestari José Marcelo A. P., (2020): Components of the Preliminary Conceptual Model for Process Capability in LGPD (Brazilian Data Protection Regulation) Context: Transdisciplinary Engineering for Complex Socio-technical Systems – Real-life Applications J. Pokojski et al. (Eds.)
Mwakatumbula, Hilda J.; Moshi, GoodielC.; Mitomo, Hitoshi (2015): Consumer Awareness And Protection In Telecommunication Markets: Case Of Tanzania; Determinant Of Consumers’ Knowledge On Their Rights, 26th European Regional Conference of the International Telecommunications Society (ITS): "What Next for European Telecommunications?", Madrid, Spain, 24th-27th June, 2015, International Telecommunications Society (ITS), Calgary
Ogunleye Ifejesu, (2022): AI’s Redress Problem: Recommendations to Improve Consumer Protection from Artificial Intelligence: Center for Long-Term Cyber Security: University of California, Berkeley
Seubert Sandra and Becker Carlos., (2020): The Democratic Impact of Strengthening European Fundamental Rights in the Digital Age: The Example of Privacy Protection: Department of Political Science, Goethe University, Frankfurt, Germany
Tartar Khaled, (2020): The Effect of Modern Information and Communication Technology on Consumers’ Satisfaction in the Algerian Public Institutions -A study Related to The Electronic Services Quality in The Postal Telecommunication Institutions: Economic Researcher Review, Volume: 08/Issue 13,JUNE (2020), PP32-57 ISSN: 2335-1748 EISSN: 2588-235X A : https://www.asjp.cerist.dz/en/PresentationRevue/85:
The United Nations Conference on Trade and Development (2023) : Data Protection and Privacy Legislation Worldwide https://unctad.org/page/data-protection-and-privacy-legislation-worldwide
Varney Mike., (2016): Effective Redress of Grievance in Data Protection: An Illusion?
Wanda Presthus and Hanne Sorum, (2018): Are Consumers Concerned About Privacy? An Online Survey Emphasizing the General Data Protection Regulation: Conference on Health and Social Care Information Systems and Technologies, CENTERIS/ProjMAN/HCist 2018: Westerdals University, Norway
Zhang Jingjing, Hassandoust Farkhondeh and Williams Jocelyn E., (2020): Online Consumer Trust in the Context of the General Data Protection Regulation (GDPR): Pacifi Asia Journal of the Association for Information Systems: Research Paper doi: 10.17705/1pais.12104 Volume 12, Issue 1 (2020): New Zealand
Zia Junaid Ahmad., Dengfeng Cui., Vongvanij Sittikorn., Waqar Abdul., and Khan Tayyab, (2022): Investigating Consumer Trust and Positivity of Perceived Consumer Service Skills on the Confidence of Online Shopping: Journal of Marketing Strategies (JMS) Volume 4, Issue 1, January 2022
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Maxwell, Rumbidzai Panavanhu, Makawonesu Mandipezano, Cryford Mhaka, Lameck Chinodya, George Taruona
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
The author fully assumes the content originality and the holograph signature makes him responsible in case of trial.
