Service Quality and Customer Satisfaction in Public and Private Universities in Tanzania

SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC AND PRIVATE UNIVERSITIES IN TANZANIA

Kayita Sulaiman

Master of Business Administration (MBA) University of Dar es Salaam November, 2010

SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC AND PRIVATE UNIVERSITIES IN TANZANIA

By

Kayita Sulaiman

A Dissertation Submitted in (Partial) Fulfillment of the Requirements for the Degree of Master of Business Administration of the University of Dar es Salaam

University of Dar es Salaam November, 2010

Certification

The undersigned certify that she has read and hereby recommend for acceptance by the University of Dares Salaam a dissertation entitled Service Quality and customer satisfaction in public and private universities in Tanzania in the fulfillment of the requirement for the degree of Master in Business Administration of the University of Dares salaam.

…………………………………………….
Dr. L. M.

References: Ame (2005) Effects of quality on satisfaction and its consequences on customer behavioural intentions Babakus E, Boller GW (1992). An empirical assessment of the SERVQUAL Scale. J Bus Res 24(3):253–268 Coate, L.E. (1990b), An Analysis of Oregon State University’s Total Quality Management Pilot Program, Oregon State University, November-December Coate, L.E. (1992), Total Quality Management at Oregon State University, Oregon State University, March. Council, H. E. (2000). Guide to higher education in Tanzania. Dar es Salaam: The Higher Education Accreditation Council. Culture, M. o. (2001). Education Status Country Report-Tanzania. Tanzania: Ministry of Education and Culture. Daniel, J. M., & Abel, G. I. (Eds.). (2004). Tracer studies in a quest for academic improvement Deming, W.E. (2005), Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA Grandinetti, D. A. (2001). “Twelve surefire ways to lose patients.” Medical economics , 6 (1), 79-87. Harvey, L., (2001), Measuring student satisfaction: Why and How? Annual Congress on Education, Karolinska Institutet, Stockholm, Sweden. Hussein (2007), Perceived service quality, trust and customer satisfaction for government secondary schools in Tanzania Ishengoma, J. M. (2004). Cost-sharing and participation in higher education in sub- saharan Africa: The case of Tanzania Unpublished doctoral dissertation Juran, J.M.,(1989), Juran on leadership for Quality, New York: Free Press Keane, B. (1998). Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients Kombo, D. K and Tromp, D. L. A (2006), Proposal and Thesis Writing-An Introduction, Nairobi, Paulines Publications Africa Kothari, C.R (2005) Research Methodology: Methods and Techniques2nd Ed; New Age International (p) Ltd, New Delhi: India Kotler, P. (2002). Marketing Management (11 ed.). New York: Prentice Hall. Lovelock, C. (2001) Services marketing; People, technology, strategy 4th Ed Prentice Hall Upper Saddle rever, new Jersey Lovelock, C. (2005). Services Marketing. New York: McGraw-Hill. Management, F. o. (August 2008). Self Evaluation report of Bachelor of Commerce in Accounting Programme Mbilinyi, M. (1990). Crisis of Education and Research in the 1980s: Challenges for the Future Mboma, L. M., Benjamin, M., Esther, I., & Muhsin, M. (March 2007). Report on: Viability of proposed PPF accommodation fees for students ' hostels for office of Mouyagar, W. (1998). Opening Digital Markets. New york: McGraw-Hill. Parasuraman, A. Berry, L.L., (1991), Marketing Services: Competence through Quality, Maxwell Macmillan International, Oxford Rust and Zahorik, (1993), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp Saunders, Philip and Adrian Thorn hill (2005). Research methods for Business studies 3rd ed, Pearson Education (Singapore) pte, Ltd, Sekaran, U. (2003). Research Methods for business: A skill building approach. London: John Wiley & sons. Slack, N., Chambers, S., & Johnston, R. (2001). Operations Management, Financial Tims TCU, (2008) Universities Act (2005) This act governs all public and private universities in Tanzania University of Dar es Salaam. (2001/2002;2002/2003;2003/2004;2004/2005;2005/2006;2006/2007) Wiers-Jenssen et al. (2002). TQM Implementation and student’s satisfaction. Emerald William, J Hill:USA Wisniewski and Donnelly, (1996) Wisniewski, (2001) Using SERVQUAL to assess customer satisfaction with public sector services MCB UP Ltd Babin, B. J., Griffin, M., (1998). “The nature of satisfaction: An updated examination