Assessment of Queue Management Practices in Relation to Customer Satisfaction: Case of Selected Tigo Shops in Arusha, Tanzania.

Buluda, Thomas (2020) Assessment of Queue Management Practices in Relation to Customer Satisfaction: Case of Selected Tigo Shops in Arusha, Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The main objective of the research was to assess queue management practices in relation to customer satisfaction at Sokoine Drive Tigo shop at the city of Arusha. A sample of 68 Tigo customers visiting the shop were randomly selected and provided with the questionnaires to answer questions therein. All questionnaires were answered. Queue management was observed by looking at the waiting time for service, the waiting environment conditions and service quality in relation to customer satisfaction. The result showed that a significant percentage of the customers were satisfied with how queues were managed at the shop. Regression analysis shows that,service quality and waiting room conditions were correlated to general satisfaction of customers towards service provided at the shop, but the service time had no effect on the satisfaction of the customers. The conclusion of the research is that, application of Queue management system (QMS) in the shop enhances an excellent customers experience at the shop. Though few things (such as making sure all services offered are always at the required standards and quality) need continual attention by the shop authorities to boost a good customer- management (Tigo staffs) relationship. As a recommendation, the shop management should see how best they can increase the waiting room space especially during peak periods. Customers should also be informed at what time they will be served so as to make their experience an enjoyable one. Lastly but not least, the Tigo shop management and staffs should emphasis a bit more on the responsiveness and reliability service dimensions to increase customers perception and satisfaction on them as compared to tangibility,assurance and empathy.

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