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Muya, Francis
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Humanities Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering

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The Influence of Government Fleet Maintenance Service on Client Satisfaction: A Case of Tanzania Electrical and Mechanical Services Agency Hancha, Husein Abubakari; Muya, Francis
Journal of Industrial Engineering & Management Research Vol. 6 No. 6 (2025): December 2025
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.7777/jiemar.v6i6.650

Abstract

This study evaluates how the quality of government fleet maintenance services influence client satisfaction at TEMESA in Tanzania. It focused on five main service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research followed a positivist philosophy and a deductive approach, using a cross-sectional design to collect quantitative data. A sample of 201 employees from NHIF, TANESCO, and TRA in Dar es Salaam was selected through simple random sampling. Data were gathered using structured questionnaires and analysed using SPSS, employing descriptive statistics such as means and standard deviations, as well as inferential analyses including correlation and multiple regression. The findings revealed mixed results. Tangibility and assurance showed no significant influence on client satisfaction, indicating they did not play a major role in improving fleet maintenance service quality. On the other hand, reliability and responsiveness had significant positive influence, meaning that when services were dependable and promptly delivered, clients were more satisfied. Interestingly, empathy had a significant but negative influence, suggesting that too much personal concern or emotional involvement from service providers could reduce satisfaction. The study concludes that improving reliability and responsiveness is crucial for enhancing client satisfaction in government fleet maintenance. However, managing empathy appropriately is necessary to prevent dissatisfaction. It recommends that TEMESA strengthen systems to ensure timely and reliable services and train staff to maintain professionalism while interacting with clients. The study provides useful guidance for public institutions to improve service quality and enhance customer satisfaction.
The Influence of Customer Service Quality on Supply Chain Performance Lumanga, Joseph; Muya, Francis
Journal of Industrial Engineering & Management Research Vol. 6 No. 6 (2025): December 2025
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.7777/jiemar.v6i6.659

Abstract

This study assessed the influence of customer service quality on supply chain performance in logistics firms in Tanzania, focusing on the five dimensions of service quality: responsiveness, reliability, empathy, assurance, and tangibility. A correlational research design was employed to measure the relationships among these variables. Data were collected from 233 employees across Tanzania Electric Supply Company Limited (TANESCO), Simba Logistics, and Raphael Logistics using structured questionnaires based on the SERVQUAL model, with responses measured on a five-point Likert scale. Data analysis was conducted using IBM SPSS Statistics Version 27, employing both descriptive and inferential statistics. The results indicated that all five service quality dimensions had a statistically significant and positive influence on supply chain performance, with assurance and reliability demonstrating the strongest effects. The study concludes that enhancing customer service quality is crucial for improving operational efficiency, coordination, and supply chain performance. Accordingly, it recommends that logistics firms invest in regular employee training, adopt advanced technologies, maintain modern facilities, and foster professional and empathetic customer interactions to strengthen service quality and achieve sustainable supply chain competitiveness.
Co-Authors Hancha, Husein Abubakari Lumanga, Joseph