The Effects of Service Quality on Customer Satisfaction in Social Security Schemes. A Case of PSSSF in Dar es Salaam Region.

Mushy, Serena Aloyce (2023) The Effects of Service Quality on Customer Satisfaction in Social Security Schemes. A Case of PSSSF in Dar es Salaam Region. Masters thesis, The Open University of Tanzania.

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Abstract

The study sought to examine the effects of service quality on customer satisfaction for PSSSF in Tanzania. The study specifically sought to determine the effect of tangibility, reliability, empathy, responsiveness and assurance on customer satisfaction Public Service Social Security Fund contributing members and employees. Yamane formula was used to obtain the number of the respondents (255). Sampling techniques used was simple random sampling. Data was collected from correctly filled questionnaires and were coded, tabulated and analyzed using SPSS versions 16 using descriptive statistics inferential statistics. The study results indicated that service quality dimensions were statistically significant predictors of customer satisfaction. It was concluded that the scheme offered easy accessibility of its services, and the scheme had reliable services and acted promptly to any queries. The study led to conclusion that the social security scheme had effective ways to help its members and employees to know its good service strategy. It was recommended that in order to maintain a very high satisfied customer group the social security funds should focus more on customer service. Keywords:Social security funds,service quality,customer satisfaction,Tanzania.

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