Customer care and its effectiveness in meeting customer’s needs: Evidence of millicom (TIGO) company Morogoro municipality
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Date
2015
Authors
Journal Title
Journal ISSN
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Publisher
Mzumbe University
Abstract
This research report identified Customer care and its effectiveness in meeting customer needs in Morogoro Municipal. A researcher used descriptive study to address the problem. The target populations which have been involved are Tigo customers from the entire municipal of Morogoro, customer care agents, and Tigo Regional Managers. The study used descriptive statistics to analyze data that was collected. Frequency distribution, percentages and mean values were used to analyze the data collected using the questionnaire. Here the Statistical Package for Social Sciences (SPSS) has been employed in order to obtain the descriptive statistics for analysis. The findings showed that customers were unable to confirm whether they are satisfied with customer care services by the company and the measures which are taken were just moderate in improving its services. However, the customers were specifically satisfied with the process of resolving their issues, politeness of the customer service representative, amount of time spent in addressing their queries, availability of the representatives at their desk work during working hours and the altitude and general demeanor of the customer service representatives.
Description
A dissertation submitted in partial fulfillment of the requirement for the degree of Masters of Business Administration in Corporate Management of Mzumbe University
Keywords
Customer care, Customer’s needs, Customer care agents- Tanzania
Citation
APA