an assessment of customer satisfaction on organizations service delivery: a case study of CMTL Group Limited

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dc.creatorShao, Jacqueline
dc.date2020-06-29T19:06:49Z
dc.date2020-06-29T19:06:49Z
dc.date2019
dc.date.accessioned2021-05-05T08:08:31Z
dc.date.available2021-05-05T08:08:31Z
dc.descriptionA Dissertation Submission in Partial Fulfillment of the Requirements for Award of the Degree of Business Administration in Corporate Management (MBA- CM) of Mzumbe University
dc.descriptionThe major objective of the research study was to assess customer satisfaction on the organization service. The chosen organization was CMTL Group Limited one among the logistics companies operating in Tanzania. The researcher used both terms ‘company and organization’ interchangeably to mean the same. The researcher used the representative sample of 50 respondents in the research study. The researcher used questionnaires as primary methods of data collection in gathering data from the field. The case study research design was also used by the researcher in doing the research. The researcher used SERVQUAL (Service Quality and Customer Satisfaction) model by comparing expectations with actual perception of services offered by CMTL Group Ltd. Correlation analysis was used to establish the relationship between service quality and customer satisfaction while Regression analysis was used to determine the most important service quality dimensions in the CMTL Group services. Dimensions used include tangibility, responsiveness, empathy, assurance and reliability. The researcher found out that, tangibility as a service quality dimension is the most achieved dimension leading to customer satisfaction at CMTL Group. Generally, it is due to the tangibility dimension that CMTL Group has the highest demand of transportation service while leaving behind other offered services such as clearing and forwarding, warehousing and distribution, storage and moving. It is through the dimensions the researcher has assessed customer satisfaction towards organization services and concludes that CMTL Group is doing its best in satisfying customers by offering the best service in terms of tangibility and there is still room for further improvements on reliability, responsiveness, empathy and assurance towards achieving increased customer satisfaction.
dc.identifierAPA
dc.identifierhttp://hdl.handle.net/11192/3370
dc.identifier.urihttp://hdl.handle.net/11192/3370
dc.languageen
dc.publisherMzumbe University
dc.subjectcustomer satisfaction-on the organization service
dc.subjectlogistics companies operating in Tanzania
dc.subjectSERVQUAL-(Service Quality and Customer Satisfaction)
dc.subjectCMTL Group Ltd
dc.titlean assessment of customer satisfaction on organizations service delivery: a case study of CMTL Group Limited
dc.typeThesis

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Master of Business Administration Corporate Management