LUKU Service Quality and Customer Satisfaction in Tanzania: A Case Study of Kinondoni Municipal

Mwakaje, Debora David (2015) LUKU Service Quality and Customer Satisfaction in Tanzania: A Case Study of Kinondoni Municipal. Masters thesis, The Open University Of Tanzania.

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Abstract

The main objective of this study was to conduct an assessment of Lipia Umeme Kadiri Unavyotumia (LUKU) service quality and customer satisfaction in Tanzania. The general objective of the study was to analyze LUKU service quality and customer satisfaction in Tanzania. Specific objectives included: to identify factors that influence LUKU service customer satisfaction, to identify factors that influence LUKU service customers’satisfaction, to measure satisfaction levels of among LUKU service customers and finally to identify common problems facing LUKU service customers. The main findings of the research revealed that there is a positive relationship between service quality and customer satisfaction and thus high quality services lead to high customer satisfaction. The study also revealed that majority of the customers is not satisfied with the quality of LUKU services. The study recommends that TANESCO should set a mechanism for collection of views and concerns from customers and relevant stakeholders and work to solve them, enhance application of modern technology in its operations, build capacity of its staff on aspects of customer care and services, re-evaluate pricing strategy in line with customer satisfaction goal, enhance operational controls to enhance management of resources.

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