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 beenseen as one of the most evolving industries in the country due to dynamictechnological changes leading to increased levels of competition,thereby forcing customers to constantly switch to different companiesthough there are numerous logistical services provided by thecompanies. This research investigates the relationship between theperceived factors for effective logistics and customer satisfaction inTanzania ' s telecommunication industry. Case study design methodologywas used whereby primary data were obtained through observation,in-depth and documentary review. Findings revealed a coefficientcorrelation of 0.625, thus, it was concluded that there is a strongrelationship between perceived factors for effective logistics andcustomer satisfaction. It is recommended that for telecommunicationcompanies to effectively serve their customers and survive in this highlyI n recent years, the Tanzania ' s telecommunication industry has beenseen as one of the most evolving industries in the country due to dynamictechnological changes leading to increased levels of competition,thereby forcing customers to constantly switch to different companiesthough there are numerous logistical services provided by thecompanies. This research investigates the relationship between theperceived factors for effective logistics and customer satisfaction inTanzania ' s telecommunication industry. Case study design methodologywas used whereby primary data were obtained through observation,in-depth and documentary review. Findings revealed a coefficientcorrelation of 0.625, thus, it was concluded that there is a strongrelationship between perceived factors for effective logistics andcustomer satisfaction. It is recommended that for telecommunicationcompanies to effectively serve their customers and survive in this highly