An Analysis of Service Quality for Customer Satisfaction at Tanzania Posts Corporation

Abstract

Tanzania Posts Corporation (TPC) was established in 1994 to provide a national postal service within the United Republic of Tanzania, and a link between Tanzania and the world.To provide efficiently universal quality Postal services that meet customer expectations. This paper provides a wide‐ranging review and analysis of service quality for customer satisfaction at Tanzania Posts Corporation (TPC),with a special focus on EMS services was considered as the platform. Data were collected from a total sample of 30 customers out of 125 customers using questionnaires and from 6 EMS staff and management using interviews. Also, data were analyzed using both qualitative as well as quantitative methods.

Keywords: Customer Satisfaction, Expedited Mail Services, Service Quality, Tanzania Posts Corporation.