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Customer‟s satisfaction is an important factor for service organization and especially it is
highly related to service quality such as petroleum stations. Customers‟ satisfaction is a state
felt expectations. The purpose of this study was to determine the level of satisfaction and
factors affecting satisfaction among customers‟ towards facilities and services provided by
the petroleum stations. This research was guided by the following objectives; to analyse
SERVQUAL dimensions which contribute to customer satisfaction of fuel services offered in
petroleum stations, to assess the dominant service quality dimension which influence
customer satisfaction of fuel services offered in petroleum stations in Nyegezi-Mwanza and
to suggest some measures to increase customer satisfaction of fuel services offered in
petroleum stations.
Data were gathered through interview, questionnaires and reviews on various documents
where both quantitative and qualitative methods were used in analyzing the findings.
From the findings, the study therefore managed to reveal number of factors influencing
customer retention like effective communication, service gap which are mainly finding that
the researcher obtained compared to others that influence customer satisfaction in high level.
The strategies employed in order to retain customer and policy used during customer
satisfaction all these objectives drives into accomplish of main objective of the sum which
aim to examine those factors that bring influence to customers.
The study therefore suggests as the conclusion that the petroleum stations should train their
employees on how to retain their existing customers basing on providing several strategies
which will be used in retaining customers, also the proper solutions like resolving customer
complaints quickly, understanding customers‟ needs should be appropriated applied to the
problem that limit customer retention. |
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