Browsing by Author "Emmanuel, Joyce"

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    Assessing customer satisfaction in pre – and post privatisation eras: A case of Dar es salaam handling company limited (DAHACO)
    (University of Dar es Salaam, 2006) Emmanuel, Joyce
    This research aimed at assessing customer satisfaction in pre- and post privatization eras, a case of Dar es Salaam handling company Ltd (DAHACO) This study analysed how far privatization has contributed to an improvement of customer satisfaction in Tanzania. Data were collected from 74 respondents, out of whom 18 were airlines managers, 56 DAHACO employees by using questionnaires. The study revealed that there was variation among responses of airline managers in maintaining customer retention. So the study recommends the company to make clear and frequently communication with airline managers on things to be done so as to improve customer satisfaction. Finally, it can be stated that services quality dimensions defined under SERQUAL are not given the same importance by customers who get service from different services industries. It is thus conclude that in airline industry, the service quality dimensions are measured by the following: Waiting time at check- in hall, priority baggage labeling, irregularities, gate attendance, cabin cleaning, readiness of equipment, baggage delivery, priority baggage delivery, station delays and transfer baggage loading.