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This study was aim to assess the effect of price fairness and customer service on
customer satisfaction, to compare the effect of price fairness and customer service on
customer satisfaction, to determine effect of service price on customer satisfaction, to
determine the effect of customer service on customer satisfaction.
Regardless the services obtained through the use of mobile phones, companies need to
provide services to customers that satisfy them for longer retention. It has been observed
that since the introduction of mobile phones in Tanzania, customers have been changing
from one mobile network operator to another from time to time. If that is not a case,
people possess more than one mobile phone lines in order to consume service and price
fairness rendered by different mobile phone companies.
Customers’ satisfaction has now become major concern of the mobile service providers
in Tanga City. So far, authors have failed to provide a clear consensus on the effect of
price fairness and customer service on customer satisfaction.
The state of satisfaction depends on a number of both psychological and physical
variables which correlate with satisfaction behaviours. The level of satisfaction can also
vary depending on other options the customer may have and other products against
which the customer can compare the organization’s product.
The factors affecting customer satisfaction is worth important in order to know the
reasons or the factors which are responsible to create satisfaction among customer for
particular brand. All people who use mobile phone of different network operators such
as Tigo, Vodacom, Airtel and others in Tanga City were targeted as the population while
price fairness and customer service were taken as predicting variables towards customer
satisfaction. For analysis is part of the study a structured questionnaire was distributed.
The study use convenience sampling (non- probability sampling) on random basis 150
people were interviewed. Data were analysed through preliminary analysis, descriptive
statistics, correlation analysis and regression analysis. The results of paper proved that
there is positive and significant relationship between dependent variable (customer |
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