Service Quality and Customer Satisfaction in Public and Private Universities in Tanzania

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SERVICE QUALITY AND CUSTOMER SATISFACTION
IN PUBLIC AND PRIVATE UNIVERSITIES IN TANZANIA

Kayita Sulaiman

Master of Business Administration (MBA)
University of Dar es Salaam
November, 2010

SERVICE QUALITY AND CUSTOMER SATISFACTION
IN PUBLIC AND PRIVATE UNIVERSITIES IN TANZANIA

By

Kayita Sulaiman

A Dissertation Submitted in (Partial) Fulfillment of the Requirements for the Degree of Master of Business Administration of the University of Dar es Salaam

University of Dar es Salaam
November, 2010

Certification

The undersigned certify that she has read and hereby recommend for acceptance by the University of Dares Salaam a dissertation entitled Service Quality and customer satisfaction in public and private universities in Tanzania in the fulfillment of the requirement for the degree of Master in Business Administration of the University of Dares salaam.

…………………………………………….
Dr. L. M. Mboma.
(Supervisor)

Date………………………………………………

Declaration
and
Copyright

I, Kayita Sulaiman declare that this dissertation is my own original work and that it has not been presented and will not be presented to any other University for a similar or any other degree award.

Sign…………………………….

This dissertation is copyright material protected by Berne Convention, the copyright Act 1999 and other International and national enactments in that behalf, on intellectual property. It may not be reproduced by any means, in full or in part, except for short extracts in fair dealings, for research or private study, critical scholarly review or permission of the Director of Postgraduate Studies, on behalf of both the author and the University of Dar es Salaam. Acknowledgement

Making this study a success would not have been possible had it not been for the help of a good number of individuals. Above all, thanks to the Almighty God for his guidance and blessings. Although it is difficult to mention each and every one, I wish to express my sincere gratitude to a few.

I wish to express special thanks to Dr. L.M. Mboma, for her guidance without which this work would have not been a success. Also the four different institutions’ students and staff of University of Dar es Salaam-main campus, Muslim University of Morogoro, Tumaini University-Makumira and Mzumbe University, who were willing to provide me with the necessary data during the whole process of this research.

I want to acknowledge with appreciation the assistance I got from Sheikh Abdul M. Kiriwe, and his family, my lovely wife Leila Masoud Miraji and children Khairat and Yaseer who missed my companionship and fatherly guidance during the time of study. Last but not least I convey my sincere gratitude and appreciation to my uncle Mr. Ismael Kikomeko Musoke for his financial and moral support during my studies

However, any errors and shortcomings of this work remain...
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