Relationship between Perceived Factors for Effective Logistics and Customer Satisfaction: A Case of Tanzania’s Telecommunication Industry

Abstract

I n recent years, the Tanzania’s telecommunication industry has been
seen as one of the most evolving industries in the country due to dynamic
technological changes leading to increased levels of competition,
thereby forcing customers to constantly switch to different companies
though there are numerous logistical services provided by the
companies. This research investigates the relationship between the
perceived factors for effective logistics and customer satisfaction in
Tanzania’s telecommunication industry. Case study design methodology
was used whereby primary data were obtained through observation,
in-depth and documentary review. Findings revealed a coefficient
correlation of 0.625, thus, it was concluded that there is a strong
relationship between perceived factors for effective logistics and
customer satisfaction. It is recommended that for telecommunication
companies to effectively serve their customers and survive in this highlyI n recent years, the Tanzania’s telecommunication industry has been
seen as one of the most evolving industries in the country due to dynamic
technological changes leading to increased levels of competition,
thereby forcing customers to constantly switch to different companies
though there are numerous logistical services provided by the
companies. This research investigates the relationship between the
perceived factors for effective logistics and customer satisfaction in
Tanzania’s telecommunication industry. Case study design methodology
was used whereby primary data were obtained through observation,
in-depth and documentary review. Findings revealed a coefficient
correlation of 0.625, thus, it was concluded that there is a strong
relationship between perceived factors for effective logistics and
customer satisfaction. It is recommended that for telecommunication
companies to effectively serve their customers and survive in this highly