Service Recovery and Customer Satisfaction in the Tanzania Telecommunications Companies

Abstract

Although telecommunications companies strive for flawless service, it is
challenging to completely eliminate service failures, as even the most reputable
and well-meaning organizations do encounter mistakes in service delivery. This
study tested the influence of service recovery dimensions of distributive,
procedural, interpersonal, and informational justices on customer satisfaction
in Tanzania telecommunications companies. Through structured and selfadministered
questionnaires, a total of 91 respondents were surveyed. The
collected data were analysed using descriptive and regression analysis
techniques. Hypotheses testing through regression analysis showed that
distributive and interpersonal justices have positive and statistically significant
influences on customer satisfaction. However, the influences of both
informational and procedural justices on recovery satisfaction are negative and
insignificant. The fundamental limitation of the study was its reliance on a
cross-sectional approach and targeting respondents from the Tanzania island
of Zanzibar only. The article ends with theoretical and practical implications,
recommendations and conclusion.

Keywords: Distributive justice, Procedural justice, Interactional justice, Informational justice
and Customer satisfaction