University of Dar es Salaam Business School

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Browsing University of Dar es Salaam Business School by Author "Abdi, Hussein"

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    Perceived service quality and customer satisfaction in nonprofitable organization: the case of Dar es Salaam Government Secondary Schools
    (University of Dar es Salaam, 2007) Abdi, Hussein
    This study aimed at establishing the relationship between perceived service quality, trust customer satisfaction in a non profitable organization. The study sample comprised of 160 respondents from four Government Secondary Schools in Dar es Salaam region , namely; Azania, Benjamin.W. Mkapa, Kibasila and Jangwani High Schools. The questionnaire was used as a data collection instrument. Study findings reveal that there has been a relationship between perceived service quality and customer trust, also customer trust and customer satisfaction, and lastly relationship between perceived service quality and customer satisfaction. Hence an increase in perceived service leads to increase in customers satisfaction, also an increase in trust leads to increase in customers' satisfaction. The study found out that student as the customers, they have needs that should be satisfied by the organization. From the study it is recommended that, Ministry of education and vocational training should find out the solution to the problems that make its customers to be dissatisfied. Some of the suggestions in the study were as follows: Provision of teaching allowance to its service providers, to provide students transport services, to provide health services to students, to supply teaching and learning materials in schools, computer lab should be connected with internet so that students can access extra materials. Lastly the study recommended that schools management should adhere with customers needs, so that perceptions of the students are met.