A Dissertation Submitted in Partial Fulfillment of the Requirements for the
Award of the Degree of Master of Business Administration – Corporate
Management (MBA - CM) of Mzumbe University
This is the description of the study on customer satisfaction factors on elevator
industry growth in Tanzania. The study was mainly led by three specific objectives
which generated research questions to fill the study gap. It was performed through
mixed research methods as being both qualitative and quantitative. Qualitative
approach was performed on the second and third specific objectives; while
quantitative approach was performed on the first specific objective with the findings
collected in Multinational Elevator Company Limited through the use of
questionnaires and interviews. The collected facts were filled in the SPSS program
version 23.0 for relevant statistical measurements to be obtained to present the
primary data from facts which were collected through questionnaires on the first
specific objective. Data collected through interviews were obtained using content
analysis technique whereas findings were narratively described with quotations to
support the findings. Therefore, descriptive statistics first explained the
characteristics of the respondents; whereas correlation and multiple regression was
used to describe the relationship between study variables on the first specific
objective. Findings indicated that in the first specific objective of the study all three
independent variables of the study which are inadequate power, maintenance
response and safety assurance are positive and significant statistically on customer
satisfaction. Despite that, on the perception and expectations the study revealed that
it is positive for both parties including the service providers, clients as customers and
beneficiaries. Moreover, on the strategies to ensure customer satisfaction elevator
companies usually strive to foster value for money attainment comprising of the
effectiveness, efficiency, quality attainment and cost effectiveness and efficiency.
This implies that customer satisfaction in elevator use in Tanzania is greatly affected
by inadequate power, maintenance response and safety assurance. The study
recommends that it is important for the elevator companies to ensure that the pattern
of delivery to the clients is effective and efficient for ensuring that customer
satisfaction is certain and accurate at all times.