The Relationship between Customers Satisfaction and Service Quality in Zanzibar Electricity Corporation in Zanzibar, Tanzania

Hassan, Maulid Shiraz (2018) The Relationship between Customers Satisfaction and Service Quality in Zanzibar Electricity Corporation in Zanzibar, Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

This study was about examination of the relationship between customer’s satisfaction and services quality in Zanzibar electricity Corporation in Zanzibar.The aims of this study is the relationship between customer satisfaction and service quality in Zanzibar Electricity Corporation.The methodology and procedure for data collection employed in the field is based on quantitative within a study area. The study used questionnaire to collect data from 60 respondents whose responses were descriptively analyzed with the Statistical Package for Social Science (SPSS) and aid of computer excel program.The study found thatthe service provided was perceived to be good, However not all kind of service was well offered few challenges were encountered such as delays in responding customers’ complaints. The results showed that,customers were satisfied by buying electricity using mobile. The study also found out that customer’s complaints were handled and well managed as it was required by staff. Furthermore the study found that customers were satisfied by receiving the required service with high quality from ZECO staff.The study found that in ZECO’s staff to be careful and skilful in handling customer service.This shows thatZECO’s staffs are good at handling customer’s services. That implies that staff has knowledge on customer care. The study recommends that,ZECO should stop using other mode of buying electricity, which is not preferred by customers like prepaid buying electricity and concentrate on improving mobile way of buying electricity

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