To Assess The Impact Of Digital Technology On Customer Service Quality At Tanesco

Abstract

The planned study looks at how digital technology could affect customer service quality and brand awareness at Tanzania Electric Supply Company (TANESCO) in Arusha, Tanzania. The study adopted a cross-sectional survey design. This design allowed the adoption of quantitative approaches in TANESCO, Tanzania, a city well-known for its economic importance as a gateway to commercial electricity. A population of 135 where 105 were customers and 30 TANESCO staff. In getting a sample from the population Solvin (2017), sample size determination formulae n=N÷(1+Ne2) were used to get a sample size of 100 participants who were randomly selected and obtained 97 participants involved in data analysis with a return rate of 3 who were busy with other schedules. For data collection, the questionnaire with Likert scale items, representing different levels of agreement or disagreement was randomly administered to participants. To ensure the validity of the instrument, questions were created and then presented to IAA experts for review, and comments were attempted before data correction. In the case of data analysis, Statistical Package for Social Science Version 24 (SPSS) was used. The data analysis required several operations where data collected undergoes coding to create a template for data entry. The data collected was processed and analyzed, wherein information derived from questionnaires was organized according to the questions. The results are presented in Tables and figures. This study considered the influence of digital technology on brand awareness and consumer service quality and at TANESCO in Arusha, Tanzania. It especially looks at how digital communication channels might raise customer happiness, how well these technologies might increase service convenience, and how they might affect problem-solving capacity. The results show that customer satisfaction and service efficiency are much enhanced by TANESCO's digital solutions for account and service requirements management, including CRM systems and NIKonet. Still, noted areas for development in response and fast resolution of consumer complaints. Despite these difficulties, most respondents indicated satisfaction with the digital services offered by TANESCO. The study concludes that although TANESCO's digital channels have improved customer service quality, more optimization is required to successfully fulfill consumer expectations. The results draw attention to important areas needing work on digital initiatives and customer service enhancement.