School of Business (SOB)

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Author: search.filters.author.Kassim, K.H

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    Factors influencing customer satisfaction in bonded warehouse operations. a survey of bonded warehouses – Zanzibar.
    (Mzumbe University, 2013) Kassim, K.H
    Improvement of customer satisfaction level is one of the targets intended to be achieved by Tanzania Revenue Authority in bonded warehouse operations. TRA undertook various initiatives in order to attain the intended target. However, the study conducted by Tetralink Taylor & Associate Tanzania Ltd (2011) revealed that the level of customer satisfaction in bonded warehouse was only 27%, this is an indication that the level of customer satisfaction in bonded warehouse operations is lower and it need improvement. In view of that, the main objective of this study was to asses factors influencing customer satisfaction in bonded warehouse operations where a survey conducted in Zanzibar. Specifically, the study intended to determine the service standards/guidelines to be meet by employees in bonded warehouse operations, the extent of which employees in bonded warehouse adhere to the standards/guideline set, the quality of services offered by employees in bonded warehouse operations, the extent of which are customers satisfied with the quality of services offered in bonded warehouse operations, and drivers influencing customer satisfaction in bonded warehouse operations. The study has adopted descriptive research design; likewise, the study employed both qualitative and quantitative approaches whereby a cross sectional survey method was used. This was achieved through a self-administered questionnaire in obtaining information. Data was collected from sampled clearing and forwarding agents, bond operators, and TRA employees in bonded warehouse. The findings of the study revealed that the most important drivers of customer satisfaction in bonded warehouse operations in Zanzibar are service quality, employee’s behaviours, system network availability, efficient time release system, and customer care. In order to capitalize on the identified drivers/factors to improve customer satisfaction level, TRA-Zanzibar needs to address problem areas associated with the identified drivers/factors.