The effects of outsourcing on the quality of services at Zanzibar Telecommunication Limited (ZANTEL)

In today’s world numerous business organizations confronting test of rivalry, to construct maintainable aggressive business organization most of them have a tendency to take after OUTSOURCING to be competitive in the market. The change in environment and development lead to change of techniques for some business organizations. The principal goal is to evaluate the consequences of outsourcing on quality of services at Zanzibar Telecommunication Limited (ZANTEL). In this research methodology used are both qualitative and quantitative, also, two methods of data collection used interviews and google forms used to fill questionnaires. Statistical analysis carried out using several methods such as ANOVA, Chi-square test and regression analysis on the SERVQAL dimensions and also for employee’s feedback. The research finds that there is correlation between customer satisfaction and outsourcing of services although not all dimensions are positive empath and affordability for this study are not varied on customer satisfaction. The research discovers relationship of outsourcing and quality of services at ZANTEL and also mention that Tangibility, Responsiveness, Reliability, Assurance are the key dimensions to satisfy customers. Also, outsourcing led to reduction of revenue and customer base but it’s very effective in cost reduction. Research recommends improvement of service quality dimensions, decrease service quality gaps and also staff training.