The Impact of Road Transportation Management on Customer Satisfaction in Tanzania: A Case of Containerized Consignments at Dar es Salaam City.

Ng’andu, Zakia George (2025) The Impact of Road Transportation Management on Customer Satisfaction in Tanzania: A Case of Containerized Consignments at Dar es Salaam City. Masters thesis, The Open University of Tanzania.

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Abstract

This study examined the impact of road transportation management on customer satisfaction in Tanzania, focusing on containerized consignments in Dar es Salaam City. Guided by Customer Satisfaction Theory by Richard L. Oliver (1980), which emphasizes the role of expectation and performance in determining satisfaction, the study explored how freight delays, costs, and scope influence customer satisfaction. Using a quantitative design with data from 100 respondents, descriptive statistics, correlation, and multiple regression analyses were applied. The results showed that freight delays (β = 0.353, p < 0.001), freight costs (β = 0.288, p < 0.001), and freight scope (β = 0.348, p < 0.001) significantly and positively affect satisfaction, with an overall explanatory power of 55.4% (R² = 0.554). Correlation analysis confirmed consistent relationships among these factors. The study concludes that efficient management of freight operations enhances satisfaction levels in the road transport sector. It recommends that transporters adopt digital tracking systems to minimize delays, use transparent pricing to manage costs, and expand service scope to meet diverse customer needs. Key Words; Road Transportation Management, Customer Satisfaction, Freight Delays, Freight Costs, Containerized Consignments

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