Statistical measurement of service quality in Tanzania industries: A case of Said Salim Bakhresa & Co Ltd

Ismail, A.; Josephat, P.

dc.creator	Ismail, A.
dc.creator	Josephat, P.
dc.date	2020-03-23T07:14:07Z
dc.date	2020-03-23T07:14:07Z
dc.date	2012
dc.date.accessioned	2022-10-20T13:25:31Z
dc.date.available	2022-10-20T13:25:31Z
dc.identifier	Ismail, A., & Josephat, P. (2012). Statistical measurement of service quality in Tanzania industries: A case of Said Salim Bakhresa & Co Ltd. International Journal of Human Resource Studies, 2(4), 152.
dc.identifier	http://hdl.handle.net/20.500.12661/2279
dc.identifier.uri	http://hdl.handle.net/20.500.12661/2279
dc.description	Full Text Article. Also available at: http://dx.doi.org/10.5296/ijhrs.v2i4.2638
dc.description	The study aimed to use statistical techniques to measure quality of services produced by Said Salim Bakhresa & Co Ltd. The study was conducted among wholesalers and bakeries who sell wheat flour produced by the company. These were selected from four different locations representing the major towns where the wheat flour and its products are widely consumed. These are Dar es Salaam, Morogoro, Arusha, Moshi and Tanga. Sample size for the study was 434. The study employed the cross-sectional study design and prestructured questionnaire was used to collect data. Factor analysis and regression analysis are statistical techniques performed. From eleven attributes outlined by ISO: 9000: 2008, the factor analysis formed four components: product quality; packaging; timeliness and promptness; and customer care. The findings show that all the components achieved good quality level because all have quality scale index less than 2.99. Regression analysis was adopted to generate ISO-Quality model, model shows that among the four components of qualities, two components (product quality and customer care) are statistically significant related with the company being ISO certified. In general product quality and packaging seem to perform better than the rest of the components.
dc.language	en
dc.publisher	Macrothink Institute
dc.subject	Quality
dc.subject	Quality index scale
dc.subject	ANOVA
dc.subject	Said Salim Bakhresa
dc.subject	Bakhresa products
dc.subject	Tanzania
dc.subject	Service quality
dc.subject	Industries
dc.subject	Customer satisfaction
dc.subject	International Organization for Standardization
dc.subject	ISO
dc.subject	Quality management system
dc.title	Statistical measurement of service quality in Tanzania industries: A case of Said Salim Bakhresa & Co Ltd
dc.type	Article