Browsing by Author "Rwiza, Edith"

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    Influence of customer satisfaction in telecommunication service provision: a case of Dar es salaam city users
    (University of Dar es Salaam, 2006) Rwiza, Edith
    The study was sought to determine influence of customer satisfaction on telecommunication service provision. The study involved four mobile phone industries in Tanzania. Data were collected from primary sources and analysed using regression analysis. Different variables such as cost, customer care, area coverage and network connectivity were analysed Results show that in all four companies, most of the variables have influence in customer satisfaction with the exception of cost/ charges that were not the case to customers to be satisfied to one company area coverage and network connectivity need to be improved in order to satisfy customers. Most of the customers to studied all companies were satisfied with customer care. To improve the situation, it is recommended that the management should understand what customers were expecting from their products and services by conducting research as well as undertake complaint analysis, customer panels and the like. The company should strive to solve customers’ complaints problems timely and accordingly in order to satisfy their customers. Also the companies should consider customer satisfaction as a vital issue in a competitive business environment.