Courier service providers’ products and customer satisfaction: a case of Tanzania

The study examined the relationship between courier service providers’ products and customer satisfaction in Tanzania. Specifically, the study intended to examine the courier service providers’ products, product attributes with respect to quality of service dimensions and customer satisfaction relationship. The study was descriptive and explanatory in nature whereby both close-ended and open-ended questionnaires were employed in data collection. Simple random and judgmental sampling techniques were used to select the sample of 103 customers of courier services from different courier operators in Tanzania. Statistical Package for software System (SPSS) version 19 was employed for data analysis by descriptive statistics, chi - square and regression analysis.Research findings revealed that, there was relationship between courier service providers’ products and customer satisfaction based on qualitative and quantitative analysis. The study also revealed a strong relationship between quality of service determinate and customer satisfaction. The relationship between customer opinions to courier service providers for products improvement, which lead to customer satisfaction showed a significant relationship in this study.Generally, the study concludes that, satisfaction to customers is influenced by availability of many courier service providers, products and products attributes which were included in quality of service determinate. Moreover, there should be consideration of customers’ opinions such as customer care, network, advertisement, use of ICT, compensations and others for products improvement along with customer satisfaction.This study recommends future studies as advantages for courier service providers to gain from customer satisfaction with their products and use of different methodology and model to the similar study and finally compares results.