Effect of customer services on Organizational performance in Tanesco:

Abstract

The main objective of the study was to examine the effect of customer services on organizational performance in TANESCO: a case of Moshi district in Kilimanjaro region. Specific objectives were: to examine the current situations of customer services on organizational performance at TANESCO in Kilimanjaro region, to identify the challenges of customer service on organizational performance at TANESCO in Kilimanjaro region and to assess the effectiveness of customer service on organizational performance at TANESCO in Kilimanjaro region. The simple random sampling method was used to select 63 respondents. Primary and Secondary data was collected in this study. Instrument to be used to collect primary data was a self-administered questionnaire while published articles and researches conducted by other researches as well as company policies was used to collect secondary data. Data from the questionnaires were analyzed quantitatively using descriptive and inferential statistics provided by SPSS. Findings indicated that by getting involved in customers social causes boost, appreciating customers and responding to customer service complaints grows customer lifetime value are current situations of customer services which affect organizational performance at TANESCO. Findings revealed that there is unclear communication, shortage of facilities to connect electricity services and high costs of producing electricity. To are the challenges of customer service on organizational performance at TANESCO. Findings showed that establishing and enhancing control mechanisms, making customers to comment on the employee services and seeking customer feedback have enhanced the organizational performance of TANESCO. The researcher recommends that TANESCO's management could consider periodic training of workers on customer service, particularly through strong client relationships and presentation enhancements. Also, it is recommended that further studies be done on the role of information technology on the provision customer services. Also, qualitative research on the effect of customer services on organizational performances should be also conducted