Browsing by Author "Mmari, Goodluck Edward"

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    Evaluation of customer service satisfaction level: a case Study of Tanzania Electric Supply Company Limited (TANESCO), Kinondoni north region
    (University of Dar es Salaam, 2006) Mmari, Goodluck Edward
    With the onset of globalization customer care has greatly been regarded as an important ingredient to success in all kinds of businesses. It has been observed that with increasing globalization, customers are increasingly becoming hard to please. They are more demanding and smart. They are price conscious and less forgiving, and thus you may lose them all at your mistake in business. It is against this background therefore, that this study intends to evaluate the "Customer Satisfaction Level" on the quality of power supply and service in Kinondoni North Region in Dar es Salaam. More specifically the study will assess, among other issues, the frequencies on power outages and resulting impacts to customers' satisfaction, the existing dynamics on service line or power connection to new customers, accuracy of bills, the duration or time to respond to customer's complaints and queries. The findings of the study are in line with those complaints as both customers and employees have shown high level of pessimism with the company operations. While most of them do agree that the company is inefficiently performing in many areas, notably; poor human resource management and development, lack of quality and competitive service delivery with corruption being order of the day, many suggested immediate and long term measures to rescue the company from its total collapse.