The effect of service quality on relationship quality: a case of NSSF Arusha branch
Loading...
Date
2023
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Dodoma
Abstract
Tanzania lacks detailed information about perceived service quality and relationship quality in the social security schemes among employees who are contributing to respective schemes including NSSF. This study assessed about the effect of service quality (reliability, empathy, tangibles, responsiveness as well as assurance) on relationship quality. The study was carried out at the National Social Security Fund (NSSF) Arusha branch. The specific objectives are to assess the of reliability on relationship quality, to assess the influence of responsiveness on relationship quality, to assess the influence of assurance on relationship quality, to assess the influence of empathy on relationship quality as well as to assess the influence of tangibles on relationship quality. An explanatory research design was adopted. Sample size of 380 respondent was obtained through systematic sampling techniques. Questionnaire was the only means by which study responses were recorded. The statistical package for social science (SPSS) version 25 was used for management of data analysis. The study findings show that all the five service quality dimensions namely reliability, empathy, tangibles, responsiveness as well as assurance had positive and significant relationship with relationship quality. In general, the study findings conclude that service quality has positive and significant influence on relationship quality. The study therefore recommends for NSSF to improve service quality in terms of all five dimensions (reliability, responsiveness, assurance, empathy and tangibles) to increase relationship quality.
Description
Dissertation (Business Administration and Management)
Keywords
service quality, relationship quality, social security schemes, Social security funds, assurance on relationship quality
Citation
Msavila, A. E. (2023). The effect of service quality on relationship quality: a case of NSSF Arusha branch. (Master's Dissertation) The university of Dodoma