Assessment on the Effect of Customer Feedback on the Performance of Telecommunication Companies in Tanzania: The Case of Selected Telecommunication Companies
No Thumbnail Available
Date
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Mzumbe University
Abstract
Description
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.
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.
Keywords
Client feedback, Tanzania telecommunication companies