| dc.date |
2019-03-13T07:13:26Z |
|
| dc.date |
2019-03-13T07:13:26Z |
|
| dc.date |
2013 |
|
| dc.date.accessioned |
2021-05-05T08:08:13Z |
|
| dc.date.available |
2021-05-05T08:08:13Z |
|
| dc.identifier |
http://hdl.handle.net/11192.1/2428 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192.1/2428 |
|
| dc.description |
A Dissertation submitted in partial fulfilment of the requirements for award of the degree of Master of Business Administration (MBA) of Mzumbe University |
|
| dc.description |
Electronic fuel card is among the technological innovation facing the world of oil and marketing companies. In Tanzania, electronic fuel card is still at its earliest stages and there is a need for the oil and marketing companies to provide service of high quality to satisfy and attract customers.
The study assessed factors affecting customer satisfaction with TOTAL’s fuel card. The study was conducted in TOTAL Tanzania limited as a case study. TOTAL limited company has customers scattered all over the country. A TOTAL of 110 respondents participated in the study. Both secondary and primary data were used. Primary data were obtained through interview, and questionnaire and secondary data were obtained through review of existing literature.
The study found out that personal factors particularly age and gender and organization factors particularly accessibility of services, serviceability, security, reliability, digital features and ease of use affect customer satisfaction with TOTAL fuel card. Non-fuel card users indicated lack of awareness as the main reason for not using the TOTAL fuel card.
Although customers are satisfied with the use TOTAL fuel card, they indicated long queue and transaction processes at the fuel stations as the main challenges. Customers also experience communication breakdown when accessing card and credit information.
The study recommends for the management of TOTAL to implement customer service centers in key business areas to address customer needs on time. Cards need to be loaded at the main station on real time basis. The management can introduce e-money platform either via telecom companies or other electronic based systems to make credit card re-loading more convenient. Promotion campaign needs also to be conducted for new users to make them aware of the TOTAL fuel card. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Fuel card,satisfaction with fuel card |
|
| dc.title |
Assessment of factors affecting customer satisfaction with fuel card: The case of TOTAL Tanzania Limited. |
|
| dc.type |
Thesis |
|