Quality of Online Customer Service at a Telecommunication Company in Zimbabwe During the COVID-19 Pandemic

Abstract

This study sought to assess the quality of online customer services at a Telecommunication company in Zimbabwe. Data was collected through an online and physical questionnaire and the researcher adopted a mixed approach. The data collected was analyzed using descriptive statistics. The study was carried out using systematic random sampling. The study shows that the level of quality of online customer service of the organization is good and there are four main dimensions that have a high impact on online service quality, and these are website design, security and privacy, empathy, ease of use, and fulfillment. However, the study also noted that although the organization's online service quality was rated generally satisfactory, they need to look at three dimensions that need significant improvement that is, responsiveness, reliability, security, and privacy.