Abstract
The paper assessed public mobile service delivery towards customer satisfaction in Tanzania telecommunication Industry. The paper focused on the mobile service delivery in the public entity in the Tanzanian environment. It was guided by three assumptions tested on customer satisfaction as the dependent variable. The assumptions consisted of the independent variables including limited network coverage, limited internet services, and limited customer response. The explanatory design was used to facilitate knowledge generation through causal relationship testing. Data for the study were assembled from customers using public mobile services with the data generated from the sample of 137 participants out of 150 as respondents using structured questionnaires. The collected information from the field was filled in SPSS datasheet to generate statistics to present the findings. The pattern of relationship testing between variables was analysed using correlation and multiple regression. Findings revealed that all three independent variables, namely limited network coverage, limited internet services, and limited customer response were found positive with a statistically significant effect on customer satisfaction (p<0.05) as the dependent variable. The implication of the findings is that customer satisfaction in public mobile service delivery in Tanzania is affected by limited network coverage, limited internet services, and limited customer response. The study recommended that the corporation is essential in facilitating further investment in the infrastructure facilities to assure that customers are well satisfied in service provision.
Highlights
Service delivery is the expectation by the customer(s) and or beneficiaries in the acquisition of services by the respective entity that provides the services through payment in exchange (Shanka, 2012)
This is embedded in the entities operating informally that one may design a strategy that assures reliability, assurance, tangibility, empathy, and responsiveness in the process of service delivery in businesses operated under low scale and attain significant market share and competitive advantage (Swallehe, 2021)
The study findings reveal that limited network coverage as the predictor is positive with a significant effect on customer satisfaction (p
Summary
Service delivery is the expectation by the customer(s) and or beneficiaries in the acquisition of services by the respective entity that provides the services through payment in exchange (Shanka, 2012). It is the end result that is necessary to be achieved by the service provider since it has positive implications with market share generation and the attainment towards competitive advantage (Zwick et al, 2015) This is an investment to the companies and or entities in pursuit of business activities with the aim to generate customers in the competitive market environment. Service delivery is the practice that can be exercised in all forms of organisations, both formal and informal regardless of the sector provided that there are customers and or beneficiaries to be served This is embedded in the entities operating informally that one may design a strategy that assures reliability, assurance, tangibility, empathy, and responsiveness in the process of service delivery in businesses operated under low scale and attain significant market share and competitive advantage (Swallehe, 2021). Customers are the primary focus and concern in the success of any business (Uysal & Mehmet, 2013)
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