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The study aimed to investigate the contribution of Service Quality to customer’s retention in social security schemes, whereby it examined the effect of empathy on customer’s retention, accessed the effect of tangibility toward customer retention as well as examined the effect of responsiveness towards customer’s retention in social security schemes in Tanzania. NSSF Mbeya Region was taken as study area due to facts that, NSSF is a giant scheme with large membership base, while Mbeya region is one among the region that are growing fast economically, consist of members from different sectors, informal as well formal sector. Respondents for our study were contributing NSSF’s Members. This study contributed the existing literatures in social security industry in Tanzania, provided a clear understanding to policy makers of social security industry on perception of beneficiaries, service provided and customer retention in general so as to enhance reformation of social security operations in general, as well findings provided a clear understanding to NSSF and other social security schemes a valuable information regarding customer’s retention, as well added reference materials for future researches. There were some difficulties encountered during the study as some of the contributing members were reluctant to cooperate and provide required information, some refrained with no any specific reason. Structured Questionnaires, and observation were used to collect data from Simple random sampling methods using the Slovin Formula from a sample size of 100 Members. The questionnaires included 4 variables of empathy, 7 variables of tangibility and 4 variables of responsiveness, all factors of independent variables were measured against dependent variable on liner regression analysis. The results demonstrate that customers are satisfied with the services quality offered by NSSF; as well the study found Service Quality has direct effects on customer’s retention. The implication of this finding was that customers place a high reliable on Service Quality. The results obtained should be useful to NSSF Management and Management of other social schemes with respect on how to deal with customers in order to reduce customer’s churn rate or defection, retaining a customer is equal to retain value of organization which eventually lead to organization profit maximization and cost reduction. |
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