Market Monopoly Perspectives: Exploring the Relationship Between Service Delivery Quality and Customer Satisfaction Among Public Pension Beneficiaries in Tanzania
Abstract
Ideally pension schemes are designed to support employees financially for the purpose of improving their welfare after long decades of their service provision and respective contributions. Fulfilling these obligations by the pensions’ schemes have been a subject of discussion. This study aimed to assess the influence of service delivery quality on customer satisfaction in a non-competitive business environment. The study employed a cross-sectional research design with a sample size of 249 pension beneficiaries in Dodoma City. Data were collected through personally administered questionnaires and key informant interviews. The data were analysed through descriptive and inferential statistics. The findings indicate that the quality of service offered by pension services significantly influences customer satisfaction. The findings specifically suggest that 42.6% of customer satisfaction can be explained by quality services related to benefit processing efficiency, while 10.9% of customer satisfaction can be explained by the quality of services related to the amount of benefits offered to pension beneficiaries. It is recommended that the PSSF pension scheme should improve the benefit amount for adequacy, payment fairness, and payment procedure to enhance overall member satisfaction. The scheme should consider reviewing the pension calculation formula as it relates to lower contributions to customer satisfaction.
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