Effects of Customer Service on Tourist Satisfaction at Julius Nyerere International Airport, Dar es Salaam Region.

Ntambi, Aron (2022) Effects of Customer Service on Tourist Satisfaction at Julius Nyerere International Airport, Dar es Salaam Region. Masters thesis, The Open University of Tanzania.

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Abstract

This dissertation focused on effects of customer services on tourist satisfaction in Julius Nyerere International Airport Dar es salaam Region. The key objectives of this study were; to identify effects of customer services on tourism satisfaction at Julius Nyerere International Airport, to examine challenges facing customer services on tourism satisfaction at Julius Nyerere International Airport and to propose measure to improve customer services on tourism satisfaction at Julius International Airport. Data were collected using questionnaires, interviews, direct observation and documentary literature review. Quantitative data were analyzed using Statistics Packages for Social Science version 20. The findings of this study showed that, customer service in Julius Nyerere International Airport does not attract much tourist to come in Tanzania and this is due to the fact that, officials are not responsive, language barriers, lack of feedback, less information and time wasting. The study revealed that understanding customer expectations, training Airport staffs, placement of Airport equipment, maintaining good communication and timely service delivery are the most measures applied in Julius Nyerere International Airport to improve customer service provision. The challenges encountered by the airport manager and port authority in helping to good customer service are officials themselves being not responsive, language barriers, lack of feedback from top leadership, less information and time wasting. This dissertation recommends that, the government should have training of different languages to all airport staff in order to overcome the language barrier. Keywords: Customer Service, Tourist, Satisfaction, JKU Airpor

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