Browsing by Author "Sindaguru, Sosthenes Deusdedit Majula"

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    The significance of actors influencing customer perception toward services provided by Tanzania Electric Supply Company (TANESCO) LTD: a case of Dar es Salaam region
    (University of Dar es Salaam, 2009) Sindaguru, Sosthenes Deusdedit Majula
    Besides various measures taken by TANESCO TO improve its services for social and economic development in Tanzania, there remain public outcries and complaints on the quality of TANESCO services/ the problem is perception and satisfaction with its services. This work focused on the significance of factors influencing customers’ perceptions to TANESCO services in Dar es Salaam region. Non probabilistic convenient sampling techniques in sample selection was employed. Analysis was performed in exploration data analysis (SDA) or sample characteristics and statistical inference (SIA) stages. The computer package used was SPSS and Excel. This study revealed that out of 104 informants, 67.3 percent of the respondents had somewhat negative perception on the quality of TANESCO services, 2.9 percent of respondents had negative perception, 29.8 percent of the respondents had somewhat positive perception on the quality of TANESCO services. The factors influencing customers’ perceptions of TANESCO services are not uniform in terms of significance and magnitude. This study recommends that fighting against theft and vandalism to TANESCO infrastructures’, reducing time taken to respond to emergencies, phone calls, e-mails, customer complaints as well as corruption among TANESCO employees are indispensable measures. In the near future, it will be not a bad idea to study other regions which were not the focus of this study.