Effect of Corporate Governance on Customer Satisfaction; a Case of National Social Security Fund in Tanzania.

Urembo, Rehema (2023) Effect of Corporate Governance on Customer Satisfaction; a Case of National Social Security Fund in Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The study sought to determine the effect of corporate governance on customer satisfaction at the National Social Security Fund. The study was guided by three objectives; to determine the effect of accountability on customer satisfaction, to determine the effect of fairness on customer satisfaction and to determine the effect of transparency on customer satisfaction. Positivist philosophy was employed while a quantitative approach was used. Explanatory research design was useful in this study. A sample of 302 was drawn from 1227 population using stratified sampling which comprised personnel and customers of National Social Security Fund. Descriptive statistics and Inferential statistics; the correlation coefficient and multiple regression analyses were employed. They found that all three independent variables were positive and significantly related to customer satisfaction. Fairness was found to be stronger than accountability and transparency which were weak. The study recommends that NSSF should implement regular and clear communication channels to keep customers informed about updates, changes, and improvements within the organization, NSS should and must publish annual reports, financial statements, and governance practices to demonstrate transparency and accountability and also additionally, appoint board members with expertise in customer service, consumer behaviour, and stakeholder engagement to make sure the organization is adhered to corporate governance important pillars like accountability, fairness and transparency. Key Words: Corporate Governance, Accountability, Fairness, Transparency, Customer Satisfaction

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