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A research on issues influencing customer satisfaction was at PPF in Dar es Salaam whereby 52 respondents participated. The general objective of this study was to investigate issues which influence customer satisfaction in PPF. Specific objectives were: To evaluate the relationship between perceived service quality and customer satisfaction, to assess the quality elements in predicting Customer satisfaction at PPF pension’s fund to examine the level of customer satisfaction and to identify the challenges facing PPF management on her efforts to satisfy customers.
Case study research design, qualitative and quantitative research approaches were employed Research methods used were interviews, observation and documentary review. The findings revealed that Preferring public pension funds for keeping Pensions by customers was due to Quality of the services offered by PPF.
It was observed that the level of satisfaction to customers is high due to its good services offered. Reason for the maximum satisfaction at PPF by customers is due to quality of services. Rating the service quality offered by PPF is very good. However, it was observed that the following are the important quality elements in predicting Customer satisfaction at PPF pension’s fund, Service quality is determinant factor of Customer satisfaction. Accessibility of the service is determinant factor of Customer satisfaction, and Company operating appropriate time.
It is recommended that, Social security schemes are suggested to carry out a new customer satisfaction survey after a while, for example, after two years, in order to |
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