Effect of Service Quality of Weights and Measures Agency on Customer Satisfaction in Dodoma City, Tanzania

摘要: The study investigated the effect of service quality (SQ) on Weights and Measures Agency’s customer satisfaction in Dodoma City of Tanzania. Specifically, the study (i) examined service quality gap between expectations and the performance of Weights and Measures Agency (WMA) and (ii) determined the influence of service quality on WMA customers’ satisfaction. Across sectional research design was adopted. A sample of 91 respondents was included in a survey. Simple random sampling procedure was used to select WMA customers, and purposive sampling was used to select WMA Staff as key informants. A SERVQUAL Model with five SQ dimensions was adopted. Questionnaire, interview, observation and documentary review were used as data collection methods. Qualitative data were analyzed using content analysis. Descriptive statistics were used to assess SQ gap. The influence of quality of …