The Influence of Services Quality Dimensions on Customer Satisfaction in the Court of Appeal of Tanzania

Abstract

This study examines the influence of service quality dimensions on customer satisfaction within the Court of Appeal of Tanzania. Employing the SERVQUAL model, the research assessed the influence of tangibles, reliability, responsiveness, assurance and empathy, on customer satisfaction. Partial Least Squares Structural Equation Modeling (PLS-SEM), was utilized to analyze data gathered from 265 court advocates. The findings reveal that tangibles, reliability, assurance and empathy significantly predict customer satisfaction but responsiveness does not. Additionally, the study identifies opportunities for enhancing customer service within the Court of Appeal based on SERVQUAL model elements. The study concludes that enhanced quality dimensions may
boost customer satisfaction in the Tanzanian Court of Appeal. Furthermore, investing in training and seminars to empower court staff could significantly improve service provision and ultimately impact customer satisfaction positively.

Keywords: Services Quality Dimensions, Customer Satisfaction, Court of Appeal