3.

Research Approach and Methods

This study's research goal is to examine telco businesses in South Africa from both an internal and external
perspective.

perspective and outside perspective. In the external perspective, surveys are used to gauge consumer satisfaction
with the idea that the amount of satisfaction influences future consumer behavior intentions, resulting in long-
term competitive advantage. The SERQUAL model, which has been widely adopted by academics and is
considered to produce data of high reliability and validity, has been discussed among the various models of
measuring service quality.
In the internal viewpoint, the primary data is gathered through structured interviews and used in analyzing
intellectual capital in order to understand its impact on competitive advantage as well as