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

dc.contributor.authorRwiza, Edith
dc.date.accessioned2019-11-16T07:50:03Z
dc.date.accessioned2020-01-08T09:52:14Z
dc.date.available2019-11-16T07:50:03Z
dc.date.available2020-01-08T09:52:14Z
dc.date.issued2006
dc.descriptionAvailable in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.5.R96)en_US
dc.description.abstractThe 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.en_US
dc.identifier.citationRwiza, 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.en_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/5445
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectTelecommunication systemsen_US
dc.subjectCustomer servicesen_US
dc.subjectTechnical serviceen_US
dc.titleInfluence of customer satisfaction in telecommunication service provision: a case of Dar es salaam city usersen_US
dc.typeThesisen_US
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