Assessment on Public Mobile Service Delivery Towards Customer Satisfaction in Tanzania Telecommunication Industry.

  • Tina Richard Mrosso Mzumbe University
  • Omary Swallehe Mzumbe University
Keywords: Public Mobile Service, Service Delivery, Customer Satisfaction, Telecommunication Company(s)
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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.


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21 February, 2022
How to Cite
Mrosso, T., & Swallehe, O. (2022). Assessment on Public Mobile Service Delivery Towards Customer Satisfaction in Tanzania Telecommunication Industry. East African Journal of Information Technology, 5(1), 20-30.