Browsing by Author "Kessy, Jackson Gabriel"

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    Assessment on customer satisfaction in petroleum downstream sector: a case of Puma Energy Petrol Station in Dar es Salaam, Tanzania.
    (University of Dar es Salaam, 2018) Kessy, Jackson Gabriel
    This study examined Customer Satisfaction in the Petroleum Downstream Industry in Tanzania at Puma Energy Tanzania Limited. The specific objectives were; to examine the relationship between service quality and customer satisfaction, to examine the relationship between employee satisfaction and customer satisfaction and to examine the relationship between employee satisfaction and service quality in the Petroleum Downstream Industry in Tanzania. The study is design whereby Kimara Puma Energy Petrol Station was used as case study. Simple random and purposeful sampling was used with a sample size of 100 respondents including customers and employees. Data collection was done through questionnaires and interviews while the analysis was done through the use of SPSS and Microsoft Excel. The findings revealed that quality of services and employee satisfaction has significant positive relationship with customer satisfaction in the Petroleum Downstream Industry in Tanzania. This is due to the fact that customer tend to judge and evaluate the services they pay for. From the results of the study the level of employee satisfaction affect the quality of services offered by the business to its clients. The study findings indicate that Puma energy provide quality services such as time spent when accessing various services; customers were very satisfied with emergency services due to the quick response among staff serving them. Respondents are satisfied with the business hours of service as most of the services are provided for 24hours. The findings show that employee satisfaction influence customer satisfaction as employees are well engaged. The study recommends that PUMA should provide services which meet the demand of customers to be in the position of satisfying customers while remaining competitive in the local business environment against completion from other petroleum companies