Factors Affecting LUKU Service Customer’s Satisfaction in Tanzania: A Case of TANESCO Nyang’hwale.

Kiwia, Angela (2025) Factors Affecting LUKU Service Customer’s Satisfaction in Tanzania: A Case of TANESCO Nyang’hwale. Masters thesis, The Open University of Tanzania.

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Abstract

This study analyzed the factors affecting LUKU service customer satisfaction in Tanzania, focusing on a case study of TANESCO in Nyang'hwale District. The study was guided by five objectives: to assess the effect of Reliability, to determine the influence of Tangibles, to determine the effect of Responsiveness, to examine the influence of Assurance and to assess the effect of Empathy on customer satisfaction. The study was anchored on the SERVQUAL model, which highlights five dimensions of service quality that influence customer satisfaction. Adopting a positivist research philosophy and a deductive research approach, the study utilized a explanatory research design. The target population consisted of LUKU service customers in Nyang’hwale District, with a sample size of 208 respondents selected using simple random sampling. Data were collected through structured questionnaires, and the analysis was performed descriptive statistics and multiple linear regression The results revealed that only three independent variables had significant positive effects on customer satisfaction, while Responsiveness was not statistically significant. The study concludes that service quality dimensions, particularly Tangibles, Empathy, and Reliability, significantly influence customer satisfaction with LUKU services. Based on these findings, it is recommended that TANESCO prioritize improvements in Tangible service elements, enhance staff empathy, and focus on service reliability to improve overall customer satisfaction. Keyword: LUKU Service, TANESCO, Customer Satisfaction, Nyang’hwale, SEVRQUAL

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