Relationship between the perceived factors for effective logistics and customer satisfaction in the telecommunication Industry. the case of zain telecommunication company, Dar es Salaam

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Date
2010
Journal Title
Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
The study assessed the relationship between the perceived factors for effective logistics and customer satisfaction in the Tanzanian telecommunication industry, where Zain telecom was used as a case study. The researcher was prompted to carry out this study following the TCRA report (February, 2010); which showed that mobile phone companies are becoming more of a game, where a survey of more than 2000 people showed that when customers are not happy with a certain company, they just switch to another and as such a quarter of young people have switched mobile service providers due to poor logistical services. The study carried out a descriptive case study design, where simple random and purposive sampling techniques were used to obtain a sample of 170 respondents. Besides primary sources of data collection, the study also used secondary sources like magazines, and brochures in data collection. Data analysis was carried out both qualitatively and quantitatively where the study employed SPSS software that enabled the researcher to run a coefficient of correlation. It was found out that the perceived factors for effective logistics are transport and distribution, customer care, procurement, marketing and distribution and after sales service. The results showed a coefficient of correlation of .625 and subsequently concluded that there is a strong relationship between these factors and customer satisfaction. Consequently, the study recommended Zain to put a lot of emphasis on these perceived factors for effective logistics so as to ensure customer satisfaction as well as obtaining a high competitive advantage.
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Available in print
Keywords
Telecommunication, Logistical services, Customer satisfaction, Zain Telecommunication Company, Dar es Salaam
Citation
Wilson, T. (2010) Relationship between the perceived factors for effective logistics and customer satisfaction in the telecommunication Industry. the case of zain telecommunication company, Dar es Salaam. Master dissertation, University of Dar es Salaam. Available athttp://41.86.178.3/internetserver3.1.2/search.aspx