Abstract:
This study examined the role of digitisation on customer satisfaction within TANESCO.
Specifically, this study sought to determine the extent to which the digitalisation of the billing
system impacts customer satisfaction, how the digitalisation of the electricity connecting system
impacts customer satisfaction, and how digitalising electricity applications impacts customer
satisfaction. The Technology Acceptance Model (TAM), Theory of Reasoned Action (TRA), and
Theory of Disruptive Innovation were employed. A descriptive research design and a
quantitative research method were employed for this investigation. The target population
consisted of customers from the TANESCO – Tabora region Offices across all departments,
and random sampling was employed. Primary data was obtained using a systematic
questionnaire, while secondary data was gathered through documentary review. The
quantitative data obtained through the questionnaire were analyzed using inferential and
descriptive statistics with Statistical Package for Social Sciences (SPSS) version 26. The study
found a moderate positive correlation between digitalising the billing system and customer
satisfaction, indicating that digitisation improves billing and positively impacts satisfaction. Also,
the study showed a positive correlation between digitalising the electricity connection system
and customer satisfaction, highlighting streamlined digital processes. Furthermore, the study
revealed a positive correlation betweendigitisingelectricity applications and customer
satisfaction, emphasising user-friendly interfaces' role. The study recommends that TANESCO
to expand digitisation efforts for customer satisfaction, focusing on transparency, streamlined
processes, and user-friendly interfaces while actively seeking feedback. Future research should
include cross-industry comparisons to understand digitisation's impact on customer satisfaction
in utility sectors like water, gas, and telecommunications.
