A customer communication application for organisations

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University of the Witwatersrand, Johannesburg
The aim of this study was to investigate the need for an integrated communication application dedicated to service communication for organizations as well as to determine factors that users consider important for the adoption of a new communication mobile application system. This study is important to the building of an application where resources are constrained and need to be traded off. The growth of social media has seen a rise in the need for consumers to instantly want access to information that is of importance to them. It is for this reason that communication has become a commodity that organizations invest in to build stronger relationships with their customers. However, it is not always easy for organizations to get it right as the communication methods they rely on may not be efficient or cost effective. It is for this reason that theoretical work was consulted to determine a need for a central communication application which various organizations can plug into to publish messages when they have service failure or recovery. The literature advised of a need but for a different problem. Primary data was collected from respondents using a survey where respondents were asked if they would use an integrated mobile application dedicated to communication when their service providers have service failure and when the service has recovered
A research report submitted in partial fulfillment of the requirements for the degree of Master of Master of Business Administration to the Faculty of Commerce, Law and Management, University of the Witwatersrand, Johannesburg, 2022
Customer communication, Integrated communication application, Service communication, Communication for organisations, Communication mobile application system, Adoption of a new communication mobile application, UCTD
Netangaheni, Shumani. (2022). A customer communication application for organisations [Master’s dissertation, University of the Witwatersrand, Johannesburg]. WireDSpace.