Assessment of Quality Service on Customer Satisfaction: A Case of Nssf Mwanza

Masika, Daudi Mbogora. (2017) Assessment of Quality Service on Customer Satisfaction: A Case of Nssf Mwanza. Masters thesis, The Open University of Tanzania.

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Abstract

This study discusses the assessment of service quality on customer satisfaction in NSSF pension fund in Mwanza, Tanzania. The study was quantitative in its nature and guided by four objectives, includes identifying services offered by the pension funds, examine the quality of service offered to the customers, determine significance relationship between intervening variable and customer satisfaction, and to assess the level of customer satisfaction. Collected Data was edited, coded using Statistical Package for Social Science (SPSS) 23rd version employing descriptive and inferential statistics. Questionnaire was employed as data collection instrument. Random sampling was adopted as sampling technique to determine NSSF customer sample size. 390 questionnaires were administered to respondents, however 376 questionnaires were collected and analysed. Findings analysis revealed level of services offered was poor in terms of problem solving on time (13%) and service provision on time (17%). Assessment of customer satisfaction on quality service showed that customer were not satisfied (M=2.0, SD=.000). Also, path analysis indicated there was significance relationship between intervening variables and customer satisfaction. Multiple linear regressions on the other hand, revealed responsiveness, reliability, assurance, empathy, and tangible explained 63.5% variations of customer satisfaction prediction. The researcher concluded that assurance, tangible; empathy, reliability, and responsiveness are significant explanatory variables of customer satisfaction. The researcher recommends the enforcement of strategic campaigns including training and capacity building to its employees regarding customer services. Additionally, researcher recommends carrying out the detail study on challenges contributing to customer dissatisfaction.

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