The Effects of Selected Factors on the Quality of Services Provided by Telecommunication Service Providers in Tanzania

This study aimed at assessing the effects of selected factors on the quality of services provided by telecommunication service providers in Tanzania. The study was conducted in Dar es Salaam, with respondents drawn from the three municipals of the city. The population involved in the study included stuff from the telecommunication industry as well as customers in the industry. The study found out that factors such as product price range, effective communication and customer care all have impact on service provider’s quality of service, customer satisfaction as well as customer’s choice/ preference of telecommunication service provider. From the findings, the study made a number of recommendations as follows; industry stake holders to invest in innovations and new technologies to meet customer’s changing needs, development of convenient dimensions of service provisions and promotion of customer service to enhance customer satisfaction.

Level dc:type.qualificationlevel

masters

Grantor dc:publisher.institution

The Open University of Tanzania

Year dc:date.issued

2013

Author dc:creator

• Moragwa, Gertrude M.

• 658 Gerneral management

Language dc:language

en