Assessment of the Impact of Service Quality on Customer Satisfaction in Telecommunication Sector: A Case of TTCL.

Kategela, Mboka (2024) Assessment of the Impact of Service Quality on Customer Satisfaction in Telecommunication Sector: A Case of TTCL. Masters thesis, The Open University of Tanzania.

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Abstract

The study sought to assess the impact of service quality on customer satisfaction in telecommunication sector provision services. Specific objectives were: to assess the influence of tangibility of delivered services in satisfaction to customers, to assess the influence of reliability of delivered services in satisfaction to customers, to assess the effect of responsiveness of service providers in satisfaction to customers, to assess the influence of assurance of the delivered services in satisfaction to customers and to assess the influence of empathy of service providers in satisfaction to customers of TTCL.The study used a descriptive research design. The study used a questionnaire to collect data and 90 respondents from the best users of TTCL services were targeted. The study found that there is a significant positive relationship between reliability of delivered services, responsiveness of service providers, assurance of the delivered services and empathy of service providers towards and Customer satisfaction. The study recommended that TTCL management need to timely provide prompt services to their customers, willingness to help customers and readiness to respond to customers’ requests, set operating hours convenient to all the customers and having employees who give customer services with respect to tangibles, reliability, responsiveness, assurance and empathy, Managers should ensure that they perform the services that they promise dependably and accurately and be willing to help customers and provide them with prompt services and TTCL Employee should provide more caring individualized attention to their customers along with ensure that they offer a wide variety of services. Keywords:Servicequality,customersatisfaction,tangibles,Empathy

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Accounting and Finance
Depositing User: Mr Habibu Kazimzuri
Date Deposited: 04 Sep 2025 08:27
Last Modified: 04 Sep 2025 08:27
URI: http://repository.out.ac.tz/id/eprint/4605

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