Abstract:
The purpose of this study investigated the influence of good governance on customer satisfaction at
Tanzania Electric Supply Company (TANESCO) in Tanga Municipality. The study used a case study
research design to a sample of 100 households who were randomly carefully chosen from the TANESCO
population of households in Tanga. Data were analyzed quantitatively using SPSS and thematic coding
for qualitative. The results indicate that at least 61% of respondents were satisfied with the commercial quality, continuity of supply, and voltage quality of the offered electricity services. The level of
satisfaction of commercial quality of electricity services offered among customers in Tanga municipality
showed that 55% of customers were dissatisfied with the way TANESCO cuts power to their clients.
Moreover, findings showed respondents rated low response from TANESCO by 83% that meant
customers were not satisfied with the time given by TANESCO in handling customers’ claims regarding
meter, costs, and payments. In addition, up to 67% of respondents were disappointed with the nature of
services offered by TANESCO. Again, results showed 93% of customers were dissatisfied by the price of
electricity offered. Similarly, 70% of respondents were dissatisfied with the timeliness or ability of
TANESCO to deliver services. Data also discovered that 83% of respondents were dissatisfied with the
reliability of the services of services providers (TANESCO). Results also showed absence of instantly and
quick reaction to crisis circumstances answered to TANESCO by TANESCO clients is one of the
significant reasons for saw low nature of administrations and client disappointment. The significant
findings of the report show the low nature of administration and client disappointments. It is
recommended that TANESCO should handle complaints through client debates and evaluations, and
additionally through links to satisfy customers.
