Influence of Service Quality on Customers Satisfaction: The Case of MWAUWAS - Mwanza.

Philbert, Baraka (2022) Influence of Service Quality on Customers Satisfaction: The Case of MWAUWAS - Mwanza. Masters thesis, The Open University of Tanzania.

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Abstract

The influence of service quality on customer satisfaction has become a frequently discussed topic. Nowadays, it has been understood that service quality directly influences customer satisfaction. It is probably that customers with a positive perception of service quality show a high level of satisfaction. The main objective of the study was to analyze the influence of Service Quality on Customers Satisfaction. The study was guided by the following specific objectives; to determine the influence of service tangibility, service empathy, service responsiveness, service assurance and service reliability on customer satisfaction in MWAUWASA Call Centre. A mixed research design was adopted. The researcher adopted simple random sampling techniques. Research questionnaires were used as the main data collection instruments. Data collected was analysed using SPSS version 21. Data were analysed to determine the frequencies, percentages, means, and standard deviations as well as the correlation and regression analysis. The findings from the analysis were presented in statistical tables. The study demonstrated that service efficiency, service accessibility, customer responsiveness and service reliability have a significant influence on customer satisfaction at MWAUWASA. The study concluded that service assurance, service empathy, service tangibility, service responsiveness and service reliability have a significant role in determining customer satisfaction. The study recommended that the government should continue coming up with policy measures that will improve the quality of services provided at MWAUWASA Call Centre. Keywords: Call Centre, Customer Satisfaction, Service Quality, Service.

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Marketing and Entrepreneurship
Depositing User: Mr Habibu Kazimzuri
Date Deposited: 03 May 2023 10:48
Last Modified: 03 May 2023 10:48
URI: http://repository.out.ac.tz/id/eprint/3561

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