Customer Satisfaction on Service Quality: A Case Study of TANESCO Emergency Call Center

Gamba, Missana Elias (2015) Customer Satisfaction on Service Quality: A Case Study of TANESCO Emergency Call Center. Masters thesis, The Open University Of Tanzania.

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Abstract

Customer satisfaction has been a subject of great interest to organizations and researchers alike. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. The main purpose of this study was to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. The study also went further to find out the challenges faced TANESCO Emergency Call Center as well as to determine the customer perceptions toward TANESCO. The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction. Empathy and Customer Satisfaction had significant relationship between service quality and customer satisfaction. Meanwhile the group result showed that: ´responsiveness`, empathy´ and reliability´ were significantly related to service quality; ´reliability` and `empathy`, were significantly related to customer satisfaction but `responsiveness` was not significantly related to customer satisfaction; meanwhile service quality was significantly related to customer satisfaction. So in order to provide total satisfaction to customers, the service sectors need to improve on the other factors that were given as reasons for satisfaction. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction, service quality and SEMIQUAVER dimensions. It provides results that could be useful to managers in business organizations for strategic planning.

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