Assessing the Impact of Customer Care and Teaching Practices on Students’ Academic Performance in Private Universities in Tanzania

Ebenezer A. Kyando and Benson James
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Ebenezer A. Kyando: Catholic University of Mbeya, Tanzania
Benson James: Catholic University of Mbeya, Tanzania

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 9, 671-681

Abstract: This study assessed the impact of customer care and teaching practices on students’ academic performance in private universities in Tanzania, focusing on RUCU, SAUT Mwanza, and St. Joseph DSM. It aimed to assess the impact of customer care and teaching practices on students’ academic performance. A mixed-methods design was used, combining quantitative surveys and qualitative interviews. Data were collected from 900 students, 150 faculty members, and 60 administrative staff using stratified random sampling. Quantitative analysis revealed an R-squared value of 0.651, indicating that 65.1% of the variance in student satisfaction is explained by the quality of customer care services and teaching practices. Qualitative insights were gathered through semi-structured interviews to explore institutional challenges. The study found that both customer care and teaching practices significantly impact student satisfaction and academic performance. Students reported dissatisfaction with slow administrative responses and inadequate support, negatively affecting their satisfaction. Variability in teaching quality was observed, with innovative methods enhancing engagement and performance, while traditional approaches were less effective. The positive relationships between effective customer care, aligned teaching practices, and student satisfaction were underscored by the quantitative analysis. Private universities in Tanzania must improve customer care and teaching practices to enhance student satisfaction and performance. Resource constraints and technological limitations are major challenges. Universities should invest in staff training, modernize technological infrastructure, streamline administrative processes, and focus on innovative teaching methods to improve the educational environment and academic outcomes.

Date: 2024
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