Browsing by Author "Majapa, Fatma Ally"

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    Customer centric tendency and its influence on customer satisfaction in the pension funds Industry: the case of National Social Security Fund (NSSF) in Tanzania
    (University of Dar es salaam, 2019) Majapa, Fatma Ally
    This study examined customer centric tendency and its influence on customers’ satisfaction in the pension funds industry, the case of National social security fund in Tanzania. Specifically, the study intended t find out the influence of market segmentation attributes such as invalidity, survivors, maternity, old age, employment injury, funeral grants as independent variables on customers satisfaction which was the dependent variable. The study used two selected pension funds industry in Tanzania where questionnaires were distributed to 5 employees as a key informant as well as 200 customers. Both primary data and Secondary data were used in the collection of data. Descriptive approach was used in the analysis of data. Inferential statistics through regression analysis was also conducted during the analysis of data. The study found that all the six independent variables have influence on the customer satisfaction. It was found out that old age pension is positively related with the customer satisfaction, it was also found out that employment injury is also positively related with customer satisfaction and funeral grant is further positively related with customer satisfaction. The study recommends that pension fund industry should focus on good policy formulations, involvement of beneficiaries’ formation and decision making precenses as well as improvement of benefits.