A Dissertation submitted in partial Fulfillment of the Requirements for the
Degree of Master of Business Administration in Corporate Management (MBACM) of Mzumbe University
This is the description of the research on the evaluation on the effect of client
feedback on the performance of Tanzania telecommunication companies. The
research was mainly led by three forecasting variables that were identified for testing
on the performance in telecommunication companies as the dependent variable. The
forecasting variables comprise service value improvement, customer trust and
customer needs and wants. The research used explanatory design in undertaking
inquiry to generate familiarity using relationship testing among study variables. The
study collected results from employees in three selected telecommunication
companies through structured questionnaire whereas the gathered results were
computed in SPSS data sheet version 23 for generating relevant statistics to present
primary data. Descriptive statistics which specifically include frequency tables and
percentages were used to describe the respondents profile and the behaviour of the
staffs in telecommunication companies in Tanzania. Apart from that, inferential
statistics specifically correlation and multiple regression were generated to
specifically describe the relationship between study variables to generate results.
Findings of the study specifically shows that out of the three predicting variables
tested to the dependent variable; two of them which are customer needs and wants
and customer trust were created confident with significant outcome statistically on
the performance in telecommunication companies which is dependent variable.
Despite that, service value improvement as well as the predictor was found
encouraging with insignificant effect statistically on the presentation in
telecommunication companies as dependent variable. The consequence of the results
is performance in telecommunication companies over customer feedback is
prejudiced by customer trust and customer needs and wants.