Influence of customer satisfaction in telecommunication service provision: a case of Dar es salaam city users

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Date
2006
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
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.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.5.R96)
Keywords
Telecommunication systems, Customer services, Technical service
Citation
Rwiza, E. (2006) Influence of customer satisfaction in telecommunication service provision: a case of Dar es salaam city users.Master dissertation, University of Dar es Salaam, Dar es Salaam.