Evaluation of new customer charter on power connectivity and service delivery on TANESCO performance: the case of head office and Kinondoni south regional office

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Date
2009
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The rejuvenation of old policies has been considered as one of the important tools of product and service delivery improvement. As a result of revitalization of old policies firms in most cases strengthen competitive ability to their competitors as the rejuvenated product or service increases in quality and performance to meet the expectation of the customer. The researcher in this study embarked on evaluating the effect of the new regulations (rejuvenated) on power connectivity policy and customer service delivery (new customer charter) at TANESCO Head Office and in Kinondoni South Region in particular the effect on increase in connections, reduction in connectivity period, prompt response to customer calls and ultimately increases in revenue. Thus the bottom line was to evaluate whether there is improvement in service delivery to customers. Findings show that TANESCO still need to improve quality of services rendering to customer especially on meeting promises to customers on construction activities and instantaneous response to customer calls whenever such call is received. Customer trustworthiness to service provider is built on reliable and prompt response to problem solving as well as quick and prompt service provision (Kotler and Keller, 2005)
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class Mark (THS EAF HF5415.5.T34S5)
Keywords
Power connectivity, Service delivery, Evaluation of new customer charter, TANESCO
Citation
Siyame, P. D. M (2009) Evaluation of new customer charter on power connectivity and service delivery on TANESCO performance: the case of head office and Kinondoni south regional office, Master dissertation, University of Dar es Salaam