An Assessment Of Customers’ Satisfaction With Customer Service At Tanzania Electric Supply Company (Tanesco): A Case Study Of Dodoma Municipal Council

ABSTRACT

Service quality and customer service are a key determinant of customer satisfaction and eventually high revenue through purchase decision on TANESCO services. The objective of the study was to assess customers‟ satisfaction with customer service at TANESCO. The study adopted qualitative research under the case study design to suit the nature of this study. The case study approach was considered to be appropriate for this study because issues related to customer services are complex, context-dependent, involving social processes. The study considered a sample of 110 respondents; among these were employees of TANESCO and TANESCO customers. Qualitative primary data were collected using interviews, focused group discussion and observation were adopted. The findings indicate that most of the customers do not get reliable power supply and the supply does not meet customer demand, these have resulted into poor service delivery as well as low revenue collection among other factors. The findings have also revealed a number of challenges which face customer service delivery and revenue collection at TANESCO. These challenges includes; Theft of electricity energy by unfaithful customers in collaboration with unfaithful TANESCO staff, late/none delivery of electricity bills to respective customers, corrupt employees and incorrect bills. Lastly, the researcher has drawn out the following recommendations; TANESCO is advised to invest heavily in improving its institutional capacity to deliver services to its customers satisfactorily. The government should waive taxes on equipment used in the generation, transmission and distribution of electricity in order to reduce cost of electricity. The Government is recommended to speed up implementation of the projects that are underway to quickly redress the problem of unreliable power supply