The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city
A dissertation submitted to Mzumbe University as partial /fulfillment of the requirements for award of the Degree of Master of Business Administration (MBA) in Corporate Management of Mzumbe University
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| 格式: | Thesis |
| 语言: | 英语 |
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Mzumbe University
2024
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| 在线阅读: | https://scholar.mzumbe.ac.tz/handle/123456789/1607 |
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| _version_ | 1835205595768029184 |
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| author | Mlekwa, Moses Denis |
| author_facet | Mlekwa, Moses Denis |
| author_sort | Mlekwa, Moses Denis |
| collection | DSpace |
| description | A dissertation submitted to Mzumbe University as partial /fulfillment of the requirements for award of the Degree of Master of Business Administration (MBA) in Corporate Management of Mzumbe University |
| format | Thesis |
| id | oai:null:123456789-1607 |
| institution | Mzumbe University |
| language | English |
| publishDate | 2024 |
| publisher | Mzumbe University |
| record_format | dspace |
| spelling | oai:null:123456789-16072024-10-31T09:38:32Z The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city Mlekwa, Moses Denis Price fairness Customer Services Mobile service providers-Tanga city Disconfirmation Theory customer satisfaction A dissertation submitted to Mzumbe University as partial /fulfillment of the requirements for award of the Degree of Master of Business Administration (MBA) in Corporate Management of Mzumbe University 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 Private 2024-10-31T09:38:29Z 2024-10-31T09:38:29Z 2014 Thesis APA https://scholar.mzumbe.ac.tz/handle/123456789/1607 en application/pdf Mzumbe University |
| spellingShingle | Price fairness Customer Services Mobile service providers-Tanga city Disconfirmation Theory customer satisfaction Mlekwa, Moses Denis The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city |
| title | The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city |
| title_full | The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city |
| title_fullStr | The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city |
| title_full_unstemmed | The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city |
| title_short | The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city |
| title_sort | effect of price fairness and customer service on customer satisfaction the case of mobile phone users of tanga city |
| topic | Price fairness Customer Services Mobile service providers-Tanga city Disconfirmation Theory customer satisfaction |
| url | https://scholar.mzumbe.ac.tz/handle/123456789/1607 |
| work_keys_str_mv | AT mlekwamosesdenis theeffectofpricefairnessandcustomerserviceoncustomersatisfactionthecaseofmobilephoneusersoftangacity AT mlekwamosesdenis effectofpricefairnessandcustomerserviceoncustomersatisfactionthecaseofmobilephoneusersoftangacity |