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This research report identified Customer care and its effectiveness in meeting
customer needs in Morogoro Municipal. A researcher used descriptive study to
address the problem. The target populations which have been involved are Tigo
customers from the entire municipal of Morogoro, customer care agents, and Tigo
Regional Managers.
The study used descriptive statistics to analyze data that was collected. Frequency
distribution, percentages and mean values were used to analyze the data collected
using the questionnaire. Here the Statistical Package for Social Sciences (SPSS) has
been employed in order to obtain the descriptive statistics for analysis.
The findings showed that customers were unable to confirm whether they are
satisfied with customer care services by the company and the measures which are
taken were just moderate in improving its services. However, the customers were
specifically satisfied with the process of resolving their issues, politeness of the
customer service representative, amount of time spent in addressing their queries,
availability of the representatives at their desk work during working hours and the
altitude and general demeanor of the customer service representatives. |
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