Service Recovery and Customer Satisfaction in the Tanzania Telecommunications Companies

Abstract

Although telecommunications companies strive for flawless service, it ischallenging to completely eliminate service failures, as even the most reputableand well-meaning organizations do encounter mistakes in service delivery. Thisstudy tested the influence of service recovery dimensions of distributive,procedural, interpersonal, and informational justices on customer satisfactionin Tanzania telecommunications companies. Through structured and selfadministeredquestionnaires, a total of 91 respondents were surveyed. Thecollected data were analysed using descriptive and regression analysistechniques. Hypotheses testing through regression analysis showed thatdistributive and interpersonal justices have positive and statistically significantinfluences on customer satisfaction. However, the influences of bothinformational and procedural justices on recovery satisfaction are negative andinsignificant. The fundamental limitation of the study was its reliance on across-sectional approach and targeting respondents from the Tanzania islandof Zanzibar only. The article ends with theoretical and practical implications,recommendations and conclusion. Keywords: Distributive justice, Procedural justice, Interactional justice, Informational justiceand Customer satisfaction