• editor.aipublications@gmail.com
  • Track Your Paper
  • Contact Us
  • ISSN: 2456-7817

International Journal Of Engineering, Business And Management(IJEBM)

Effect of service quality on customer satisfaction in Tanzanian energy industry: A case of TANESCO residential customers in Nyamagana District

Joseph Joel Peter , Gerry Batonda


International Journal of Engineering, Business And Management(IJEBM), Vol-6,Issue-1, January - February 2022, Pages 47-59 , 10.22161/ijebm.6.1.6

Download | Downloads : 9 | Total View : 788

Article Info: Received: 19 Dec 2021; Received in revised form: 07 Feb 2022; Accepted: 15 Feb 2022; Available online: 25 Feb 2022

Share

This study considers that service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness have enormous contribution to customer satisfaction. This study aimed at assessing the effect of service quality dimensions on customer satisfaction in Tanzania Energy Industry. Data was collected from 186 residential customers of TANESCO in Nyamagana district who were selected using stratified sampling technique. This study used questionnaire and documentary review to gather information concerning the topic under study. Quantitative data were analyzed using descriptive statistics and inferential statistics including Pearson correlation and regression analysis in order to determine the effect of each service quality dimension on customer satisfaction. Regression analysis results indicated that service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness have positive significant influence on customer satisfaction. The findings also indicated that customer expectations of TANESCO services in accordance to service quality dimensions are bigger than their perceptions of services they receive from the company. This study strongly recommend improvement of TANESCO service delivery in terms of service reliability, assurance, tangibility, empathy and responsiveness as a way to achieve customer satisfaction.

service quality, reliability, assurance, tangibility, empathy, responsiveness and customer satisfaction.

[1] Ali M A and Yaseen E A (2016), Service quality in public services: A study of the public services in urban Egypt, Journal of Services Marketing, Vol 43, pp. 132-147
[2] Angelova, B. and Zekiri, J. (2011). “Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model)” In: International Journal of Academic Research in Business and Social Sciences, Vol. 1 (3), pp.232-258.
[3] Chikwawawa, C (2019), Service Quality and Customer Satisfaction in the Public Sector: The Case of the National Social Security Authority in Zimbabwe, International Journal of Scientific and Research Publications, Vol.9 (4), pp. 282-295.
[4] Cronin, J. J. Jr& Taylor, S. A. (1992). Measuring Service Quality: A Re-Examination and Extension. Journal of Marketing, Vol . 6 (3), pp. 55-68.
[5] Dehghan A (2006), Relationship between service quality and customer satisfaction: in the case of CCG (Customer Centric Group) Co, Masters’ Thesis, Lulea University of Technology.
[6] Easwaran S and Singh S (2010), Marketing Research Concepts, Practices and Cases, Oxford University Press, Seventh Edition.
[7] Gender. Journal of Business Economics and Management, Vol. 12(2), pp. 278-300. http://dx.doi.org/10.3846/16111699.2011.573308
[8] Given, L. M. (2008). The Sage encyclopedia of qualitative research methods. Sage: Thousand Oaks.
[9] Gliem A J and Gliem R R (2003), Calculating, Interpreting, And Reporting, Cronbach’s Alpha Reliability Coefficient ForLikert-Type Scales Likert R (1932), A technique for measurement of attitude. Archives of Psychology, Vol 140, pp5-55.
[10] Gobena A G (2019), The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia, Annals of Social Sciences and Management Studies, Vol 4(1), pp.16-25
[11] Gözükara, İ., &Çolakoğlu, N. (2016). A Research on Generation Y Students: Brand Innovation, Brand Trust and Brand Loyalty. International Journal Of Business Management and Economic Research (IJBMER), Vol. 7(2), pp.603-611.
[12] Griffin, J. (1995). Customer loyalty: How to earn it, how to keep it. New York: Lexington.
[13] Hadiyati E (2014), Impact of Service Quality on Customer Satisfaction in Indonesian Public Sector Organizations, International Journal of Management Sciences and Business Research,Vol-3 (12), pp.92-99
[14] Juwaheer, T.D. (2011). Gender Bias in Hotel Guests' Perceptions of Service Quality: An Empirical Investigation of Hotels in Mauritius. E-Review of Tourism Research, Vol. 9(5), pp. 164-189.
[15] Kang, G. D. and James, J. (2004). Service Quality Dimension an Examination of Gronroos’s Service Quality Model. Managing Service Quality, Vol. 14 (4), pp. 266-277.
[16] Karatepe, O.M. (2011). Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender. Journal of Business Economics and Management, Vol. 12(2), pp. 278-300. http://dx.doi.org/10.3846/16111699.2011.573308
[17] Khan, M M and Fasih, M (2014), Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector, Journal of Commerce and Social Sciences (PJCSS), Vol. 8 (2), pp. 331-354
[18] Khattab F (2019), Investigating the Service Quality Dimensions and their Impact on University Students’ Satisfaction in a Private Higher Education Institution in Lebano, Doctoral Degree Thesis, Staffordshire University, UK.
[19] Kotler, P., & Armstrong, G., (2013). Principles of Marketing. Upper Saddle River, Irwin Publications
[20] Kotler. P., Armstrong., G., Wong, V., & Saunders J. (2008). Principles of Marketing. 5th Ed. Prentice Hall.
[21] Krejcie, R V and Morgan, D W, (1970) Determining Sample Size for Research Activities, Educational and Psychological Measurement
[22] Kwok S Y, Jusoh A, ZainabKhalifah Z (2016) The influence of Service Quality on Satisfaction: Does gender really matter?, Omania Science, Vol. 12 (2), pp.444-461
[23] Lissitsa, S., &Kol, O. (2016). Generation X vs. Generation Y – A decade of online shopping. Journal Of Retailing And Consumer Services, Vol. 31, pp. 304-312.
[24] Lovelock C and Wright L (1998), Principles of Service Marketing and Management, Printice-Hall. International (UK), Limited London
[25] Maackey A and Gass S M (2005), Second Language Research Methodology and Design, Routledge, London, UK
[26] Malhotra N K, Nunan D and Birks D F (2017), Marketing Research: An applied Approach, Fifth Edition, London, UK, Pearson Education Limited
[27] Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G., & Wu, L. (2005). Dimensions of service quality in developed and developing economies: multi-country cross-cultural comparisons. International Marketing Review, Vol. 22(3), pp. 256-278.
[28] McGaugh, T. L. (2003). Legal Writing: The Journal of the Legal Writing Institute, 9,119-144.measuring consumer perceptions of service quality’, Journal of Retailing,64(1), pp. 12-40.
[29] Mokhlis, S. (2012). The Influence of Service Quality on Satisfaction: A Gender Comparison. Public Administration Research, Vol. 1(1), pp. 103-112. http://dx.doi.org/10.5539/par.v1n1p103
[30] Namupala A N (2019), An Investigation Of The Impact Of Quality Of Service On Customer Satisfaction Of Nampower Residential Customers, Master’s Thesis, University Of Namibia.
[31] Neuman, W.L. (2006), Social Research Methods: Qualitative and Quantitative Approaches. 6th Edn., USA: Pearson.
[32] O’Leary Z (2017), The Essential Guide to doing your research project, 3rd Edition, Sage Publications, Los Angeles
[33] Owino E O (2015), The influence of service quality and corporate image on customer satisfaction among university students in Kenya, Doctoral Degree Thesis, University of Nairobi, Kenya
[34] Parasuraman,A,.Zeithlaml, V.andBerry,L(2002),ServiceQualityDeliverythroughwebsites:Acriticalreviewof extantknowledge,JournaloftheAcademyofmarketingScience,Vol.30 (4) pp.362-375.
[35] Parasuraman, A. and Zeithaml,V. A.1982.‘Differential Perceptions of Suppliers and Clients of Industrial Services’, In: Berry, L., Shostack, G. and Upah, G. eds. Emerging Perspectives Services Marketing. Chicago: American Marketing.
[36] Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, Vol. 67(4), pp. 420-450.
[37] Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perception. Journal of Retailing, Vol. 64(1), pp.12-40.
[38] Parasuraman, A., Zeithaml, V. and Berry, L.1985.‘A conceptual model of service quality and its implication for future research’, Journal of Marketing, 49(4):41-50.
[39] Parasuraman, A., Zeithaml, V. and Berry, L.1988.‘SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality ‘, Journal of Retailing, 64(3), pp.54-67
[40] Parasuraman, A., Zeithaml, V. and Berry, L.1991.‘Refinement and reassessment of the SERVQUAL scale: a multiple-item scale for measuring consumer permeations of service quality’, Journal of Retailing, 67(2), pp. 45-62
[41] Parasuraman, A., Zeithaml, V. and Berry,L.1999.Delivering Quality Service. New York: Maxwell Macmillan International
[42] Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal Of Marketing, Vol. 49(4), pp.41-50. doi: 10.2307/1251430
[43] Parment, A. (2012). Generation Y in Consumer and Labour Markets. New York: Routledge.
[44] Parment, A. (2013). Generation Y vs. Baby Boomers: Shopping behavior, buyer involvement and implications for retailing. Journal Of Retailing And Consumer Services, Vol. 20(2), pp.189-199. doi: 10.1016/j.jretconser.2021.12.001
[45] Payne, A.(1993).The Essence of Services Marketing. UK: Prentice Hall Ltd.
[46] Polit D F, Bell T C and Hungler B P (2004), Research processes in nursing, methods evaluation and use, 5th edition, Porto Alegre Artmed
[47] Rahulan, M., Troynikov, O., Watson, C., Janta, M., &Senner, V. (2015). Consumer behavior of generational cohorts for compression sportswear. Journal of Fashion Marketing And Management, Vol. 19(1), pp. 87-104. doi: 10.1108/jfmm-05- 2021-0072
[48] Rashid, M.H. (2008), Measuring and achieving quality customer service: a study on public sector in Malaysia. A Master’s thesis submitted to the: School of Hospitality and Service Management, Rochester Institute of Technology, Rochester, New York
[49] Rattray J C and Jones M C (2007), Esssential Elements of questionnaire design and development, Journal of Clinical Nursing, Vol.16, pp. 234-243
[50] Riitho V K (2018), The influence of service quality on customer satisfaction: a study of container shipping lines in Kenya from a freight forwarder perspective, Masters’ Thesis Strathmore University, Nairobi, Kenya
[51] Robson C (2002). Real World Research: a resource for social Science and practitioners’, researchers, 2nd edition, Oxford , Blackwell, London
[52] Saunders, M., Lewis, P.& Thornhill, A. (2012),Research methods for business students,13th ed.UK: Kogan Page Limited.
[53] Sekaran, U. (2003). Research Methods for Business: A skill building approach. New York: John Wiley and Sons
[54] Sekaran, U., & Bougie, R. (2010). Research Methods for Business: A Skill-Building Approach, 5thEd. London, UK: John Wiley and Sons.
[55] Sultan, P. and Wong, H. (2010). Performance Based Service Quality Model: An Empirical Study of Japanese Universities. Quality Assurance in Education, Vol. 18(2), pp. 126-143.
[56] TANESCO (2020). Customers Database in Nyamagana District: Annual Report on householder consumers
[57] TANESCO (2020), Customers Service Report: Mwanza Regional Assessment
[58] Tarimo L (2015), Assessment of the impact of service quality on customer satisfaction and loyalty in banking sector in Tanzania: case of Diamond Trust Bank Ltd Tanga, Masters Degree Thesis, Mzumbe University, Morogoro, Tanzania
[59] Williams, K., & Page, R. (2011). Marketing to the Generations. Journal Of Behavioral Studies In Business, Vol. 3, pp.1-17. Retrieved from
[60] Yamane, T.(1967).Statistics, An Introductory Analysis, 2nd Ed., New York: Harper and Row.
[61] Zamil and Shammot (2011)Role of Measuring Customer Satisfaction in Improving the Performance in the Public Sector Organization, Journal of Business Studies Quarterly, Vol. 2 (3), pp.32-41.
[62] Zeithaml, V A , and Bitner M J . (2005). Service marketing: integrating customer focus across the Firm, 4th edition Tata McGraw Hill Publishing Company Ltd.
[63] Zeithaml, V A . (2003). Service marketing, integrating customer focus across the Firm 3rd Ed.Tata McGraw Hill Ltd
[64] Zeithaml, V A, and Bitner M J. (2002). Service marketing: integrating customer focus
[65] Zeithaml, V, Bitner M J, Gremler D. D (2006). Service Marketing, integrating customer Focus Across the firm, 4th edition. Tata McGraw Hill India.
[66] Zeithaml, V.A. (1988) Consumer Perceptions of Price, Quality and Value: A Means-end Model and Synthesis of Evidence, Journal of Marketing, Vol. 52 (July), pp. 2-22.
[67] Zeithaml, V.A., Bitner, M.J., Gremler, D.D. (2018), Services Marketing: Integrating Customer Focus Across the Firm with Connect Access.(7th ed.). New York: NY. McGraw-Hill Education. Textbook: ISBN: 978-1260051988
[68] Zemke, R., Raines, C., &Filipczak, B. (2000). Generations at Work: Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace. New York: AMA Publication