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Interview, close ended questionnaires, FGD employed for data collection.The analysis conducted using SPSS through mean, standard deviations, correlations and stepwise regressions for the study.The stratification sampling approach was used to select customers who filled in questionnaires while purposive sampling was used to select Star Times staff and customers who participated in interviews.
This study assessed the challenges faced by pay TV operators in Tanzania when striving to provide quality services to customers.
The research design used for the study was descriptive case study.
A SERVQUAL analysis was undertaken on the two Pietermaritzburg campus, viz. The study found that on average customers had high expectations in tangibles, reliability and assurance dimensions and their highest perceptions were found in the assurance dimension.
The study also found that management of DUT need to apply a varying degree of attention to the dimensions between the two campuses.
From the study it was found that service quality dimensions are positively related to customer satisfaction.