Service delivery strategies on customer satisfaction in the electricity supply agency in Tanzania:a case of TANESCO customers in Kinondoni north

In this study, the service delivery strategies on customer satisfaction in Electricity Supply Agencies in Tanzania were assessed. The study concentrated on staff and customers being served by TANESCO Kinondoni South branch in Dar es Salaam region since all categories of customers exist. 100 respondents and 50 staff were intended for this study and 98 percent returned the acceptable filled in questionnaires. Honest and integrity among the TANESCO employees towards the service they deliver was cited as one of the factors affecting provision of a better quality of service to its customers. Error free meter reading records is also seen as a major constraint in delivery of services as many customers responded deficiency on effectiveness or accuracy of meter reading. The research findings generally show that the overall service delivery reliability of TANESCO is not satisfactory in both strategies used and the quality of service offered. Both customers and employees who responded to the questionnaires indicated several reasons seem to cause decreasing service reliability in TANESCO. These included effects of long time monopoly causing lack of competition on supply and distribution of electricity, lack of enough resources and employees are not customer care oriented. The research concluded that most of TANESCO customers view its service delivery not reliable. This is evident from different service aspects response where by more than fifty percent viewed it as poor. As well there is positive relationship between non availability of TANESCO resources and the service delivery reliability. Therefore TANESCO must strategize on how to improve availability of all resources required by the company in providing its services so to have more performance in each main Corporate departments. This will enhance service delivery reliability and thus development of Tanzania Economy.