The Effect of Service Quality Delivery on Customer Satisfaction in The Public Sectors: The Case Study of Tanzania Electricity Company Limited.

Masumbuko, Beatrice Anselm (2021) The Effect of Service Quality Delivery on Customer Satisfaction in The Public Sectors: The Case Study of Tanzania Electricity Company Limited. Masters thesis, The Open University of Tanzania.

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Abstract

The study assessed the effects of service quality delivery on customer satisfaction in the public sectors, the case study of Tanzania Electric Supply Company (TANESCO). The objectives were to identify the relationship between service quality and customer satisfaction in public sector using TANESCO as a case study, to identify the causes of poor-quality customer services in public sector using TANESCO as a case study, and to identify how customer’s rate average on their level of perception from the service quality provided in region. A research used primary data in data collection whereby questionnaires used to a sample of 63 respondents. Data collected were analyzed quantitatively using Multiple Linear Regression by using the SPSS software. While the qualitative data from interviews analyzed using content analysis. The study found that, there is a positive relationship between service quality and customer satisfaction with the fact that improvement in customer service provision can upgrade the quality hence customer satisfaction becomes inevitable. The study further revealed that, TANESCO has the systematic procedures that are used as measures to assure customers with improved service. Also, the service that is provided by TANESCO satisfies customers as majority of respondents pointed out that the service is of good quality, despite few respondents do not satisfy from the service quality. The study concluded that, quality service highly impacts satisfaction of the customers as they receive the services which meet their expectations. The study recommended that the management has to concentrate more on service quality attributes which are considered more important by clients. Keywords: Service Quality, Customer Satisfaction, Public Sectors, TANESCO.

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