The effects of Services cape on Customer Satisfaction in Telecommunication Industry: A Case of Tanzania Telecommunication Corporation (TTCL) in Dar es Salaam Tanzania

Shishi, Ever (2021) The effects of Services cape on Customer Satisfaction in Telecommunication Industry: A Case of Tanzania Telecommunication Corporation (TTCL) in Dar es Salaam Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The general objective of this research study was to examine the effect of services cape on customer satisfaction at the Tanzania Telecommunication Corporation (TTCL). This research was guided by the following specific research objectives namely: To examine the relationships between customer satisfaction and services cape among the telecom service users at TTCL service centre, to examine the effects of facility exterior on customer satisfaction among the telecom service users at TTCL service centre, to examine the effects of facility interior on customer satisfaction at TTCL service centre, and to examine whether employee aesthetics affect customer satisfaction at TTCL. The research used descriptive research design. The sample size comprised of 394 customers. Stratified random sampling was used to select the sample size in which case simple random sampling was used to select respondents from stratum. Primary data was collected using questionnaires. Data analysis was done using Statistical Package for the Social Sciences (SPSS).The findings indicated that majority of the customers are satisfied with the external appearance of the corporation. It was recommended that the parking space should be taken into consideration since some of the customers were not satisfied with it because the current parking is not able to accommodate a lot of cars. It was also recommended that the TTCL staff follow a dress code which would be able to distinguish them from the rest of the customers. Keywords: Customer Satisfaction, Employee Aesthetics, Facility Exterior, Services Cape

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Accounting and Finance
Depositing User: Mr Habibu Kazimzuri
Date Deposited: 06 Jan 2023 14:11
Last Modified: 06 Jan 2023 14:11
URI: http://repository.out.ac.tz/id/eprint/3215

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