The Influence of Service Quality on Customer Satisfaction of the Telecommunication Companies in Tanzania: A Case Study of Vodacom Tanzania

Mauree. M Okinda
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Mauree. M Okinda: St. Augustine University of Tanzania Faculty of Business and Economics

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 5, 2224-2269

Abstract: Quality is commonly considered as being a key factor that influences customer satisfaction. The objective of the study was to examine the influence of Service Quality on Customer Satisfaction on Telecommunication Companies in Tanzania. A case of Vodacom Tanzania. The study focused on Kinondoni District with 250 customers constituting the sample size. Service quality dimensions (reliability, responsiveness, tangibility, assurance and empathy) were independent variables while customer satisfaction was a dependent variable. Descriptive statistics comprising percentages and tables were used for data presentation and analysis. A simple random sampling was employed in the study with Statistical Package for Social Sciences (SPSS version 16) used for analysis. This study was measured under five dimensions of SERVQUAL model. Findings revealed that Vodacom customers contribute 50 percent of customer satisfaction indicating the strong relationship with service quality. It was also revealed that customer satisfaction with Vodacom services is affected by the four dimensions; (responsiveness, assurance, tangibility and empathy). It was recommended that policymakers can opt from a set of service quality dimensions to improve the quality of service.

Date: 2024
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