Dissertation Master's (DCC-BS)

Permanent URI for this collectionhttps://scholar.mzumbe.ac.tz/handle/123456789/499

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    Measuring satisfaction of usage for the web-based information system (WBIS) for E-services: A case of Tanzania
    (Mzumbe University, 2015) Gabriel, Anthony M.
    Advancement in ICT, Strengthening of network infrastructures and increase in internet usage for more than one decade in Tanzania have changed how people work and interact, this has contributed many companies, businesses and government agencies to go online for the web based information system which facilitates online transactions in product and service industries. Important concern has been raised about the levels of satisfaction on e-services in WBIS environment compared to the offline environment, WBIS environment offers more opportunities for interaction and personalization. Still there is a gap between customer perception and expectation toward e-services. WBIS provides easy means of platforms for all to achieve their respective goals within a short time and with the secure means of data transfer. WBIS act like mediator between clients and providers. Organization incorporates WBIS in order to reach various clients around the world easily, quickly and cheaply. The objective of this study was to measure satisfaction of users in using WBIS for eservices. in this study three types of e-services were consulted namely ehealth, e-commerce and e-governance as the representative of other services provided electronically, the study used interviews, questionnaires and documentary review to get more data for analysis, the base was seven dimensions of the e-service quality for three e-services types selected. The research findings suggest that e-service quality contributed to customer satisfaction, factors like quality information, e-mail notification, timely and prompt responses, customer attention, loading speed of web pages, web page being friendly, assurance of serive or product delivery,safaety of transation and understanding customer needs has a positive influence on customer satisfaction. It is recommended that in order to bridge the gap between service expected and perceived, e-services provider should know the customer expectations in dealing with them, inclusion of systems which track customer purchasing behaviors for customer attention and preferential treatment which is vital in users satisfaction .
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    Service quality and brand loyalty in the telecommunication industry: A case study of Tigo and Vodacom,
    (Mzumbe University, 2014) Mwinchumu, Farida
    This study was carried to evaluate the impacts of service quality on customer loyalty in the telecommunication industry in Tanzania by using case studies of Vodacom and Tigo, this study was guided by four research objectives which are to identify the firms strategies, techniques and policies for service quality at VODACOM and TIGO, to find out the internal and external factors affecting customer loyalty at VODACOM and TIGO and the to find out the relationship between customers and employees on creating customer loyalty. The research used probability sampling particularly simple random technique to obtain the sample size of 75 respondents, the data was obtained from the sample size by using questionnaires, interviews the Data was analyzed and presented by using both qualitative and quantitative approached. This study concludes that service quality is among the most difficulty issue to measure hence it requires a number of issue to be looked upon. Never the less it is becomes even harder to measure the level of service quality hence in the long run the provision (manufacturing of the services) the customer is involved in the middle of provision so measuring it becomes difficult, since this study was evaluating the service quality on customer loyalty therefore a number of issue have be looked upon the research used tenfold dimension, the study has found that the level of service quality is excellent to both of the firms under study, the study revealed that the nature and modality of service provision, the quickness of service provision, the reliability of service, affordability of the service are key internal factors that influence customers to make choice of the firms although analysis show that the internal factors from VODACOM are more strong that from TIGO on the other hand, service quality has a direct relation with loyalty, and nearly 45 percent of loyalty changes can be explained by service quality changes. Another point is that if the satisfaction variable enters the model, the resulted determination index will be higher in figure than other cases (0.803)