Enhancing Customer Satisfaction Through Listening in Tanzanian Higher Education

A. K. Majenga () and R. G. Mashenene ()
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A. K. Majenga: Institute of Rural Development Planning
R. G. Mashenene: College of Business Education

A chapter in Sustainable Education and Development – Sustainable Industrialization and Innovation, 2023, pp 927-934 from Springer

Abstract: Abstract Purpose: This paper analyzed how to create customer satisfaction through listening in Tanzanian higher education (HE). Design/Methodology/Approach: The study was carried out at the Institute of Rural Development Planning (IRDP) and it adopted a cross-sectional survey for a sample of 350 students in bachelor three who were stratified proportionately in departments. Key Informants (KIs) including academic staff, non-academic staff, heads of departments and top management were selected purposefully for the interview to collect qualitative data. Qualitative data were analyzed with the use of the content analysis method. Quantitative data were analyzed using descriptive and inferential statistics. Frequency, percentage, mean scores and standard deviations were computed descriptively whereas a binary logistic regression model was performed to the determination of the relationship between listening attributes and customer satisfaction. Findings: The findings show a low level (62.00%) of customer satisfaction with listening. The findings further indicate a significant (p

Keywords: Customer; Higher education; Listening; Satisfaction; Tanzania (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-25998-2_71

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DOI: 10.1007/978-3-031-25998-2_71

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