The influence of service quality determinants on electricity quality service delivery in Tanzania: A case of Tanzania Electric Supply Company Limited Call Centre

Mbogo Kabeke Dominico

doi:10.51867/AQSSR.3.3.95

Authors

Mbogo Kabeke Dominico Institute of Accountancy, Arusha, Tanzania Author

DOI:

https://doi.org/10.51867/AQSSR.3.3.95

Keywords:

Electricity Quality Service Delivery, Empathy, Reliability, Responsiveness, Service Quality, SERVQUAL

Abstract

The Tanzania Electric Supply Company Limited (TANESCO) call centre plays an important role in responding to customers’ electricity-related inquiries, complaints, and service requests. However, concerns regarding delays in responding to customers and resolving service-related issues continue to raise questions about the quality of service delivery. This study examined the influence of service quality determinants on Electricity Quality Service Delivery (EQSD) at the TANESCO call centre in Kinondoni District, Tanzania. Specifically, the study examined the influence of reliability, responsiveness, and empathy on EQSD. Service Quality (SERVQUAL) Model anchored this research. The study employed a mixed-methods approach and a descriptive research design. Data were collected using structured questionnaires from customers and interviews with TANESCO staff. The study involved 400 customers and 30 call-centre employees and supervisors. The sample size of 400 customers was determined using the Yamane formula at a 5% level of precision. Customers were selected using convenience sampling, while call-centre employees and supervisors were selected using purposive sampling based on their involvement in customer-service activities. Quantitative data were analysed using descriptive statistics and multiple regression analysis, while qualitative data were analysed thematically. The findings indicate that reliability had a positive but statistically insignificant influence on EQSD (β = 0.089, p = 0.077). Responsiveness had a positive and statistically significant influence on EQSD (β = 0.321, p < 0.001), while empathy had a positive and statistically significant influence (β = 0.548, p < 0.001). The regression model was statistically significant (F = 407.280, p < 0.001) and explained 80.9% of the variation in EQSD (R² = 0.809). The study concludes that responsiveness and empathy are important determinants of EQSD at the TANESCO call centre, with empathy emerging as the strongest predictor. The study recommends strengthening timely responses, complaint handling, customer communication, and continuous customer-care training to improve electricity quality service delivery.

References

Agoundedemba, M., Kim, C. K., & Kim, H. G. (2023). Energy status in Africa: Challenges, progress and sustainable pathways. Energies, 16(23), 7708. https://doi.org/10.3390/en16237708

Dye, B. J. (2021). Unpacking authoritarian governance in electricity policy: Understanding progress, inconsistency and stagnation in Tanzania. Energy Research & Social Science, 80, 102209. https://doi.org/10.1016/j.erss.2021.102209

Foster, V., Eberhard, A., & Dyson, G. (2021). The evolution of electricity sectors in Africa: Ongoing obstacles and emerging opportunities to reach universal targets. In Handbook on electricity markets (pp. 595-628). Edward Elgar Publishing.

https://doi.org/10.4337/9781788979955.00029

Jawneh, S., & Manneh, M. (2020). Service quality determinants of electricity consumers in The Gambia. European Journal of Business and Management Research, 5(4), 1-8. https://doi.org/10.24018/ejbmr.2020.5.4.431

Khan, K. A., Anjum, A., Subhan, M., & Khairuddin, N. A. B. (2025). Evaluating the disaggregated impact of renewable and non-renewable electricity generation on economic welfare in India. Scientific Reports, 15(1), 26725.

https://doi.org/10.1038/s41598-025-11316-z

Kinondoni Municipal Council. (2018). Municipal profile 2018. Kinondoni Municipal Council.

Maruta, A. A. (2025). Energy development and industrialization: Evidence from Africa. International Journal of Energy Sector Management, 19(3), 497-522. https://doi.org/10.1108/IJESM-01-2024-0022

Mbullo, S. I. (2024). The effect of service quality on customer satisfaction in the public sectors in Tanzania [Doctoral dissertation, The Open University of Tanzania].

Mwampashi, M. M. (2024). How policy volatility and governance inefficacy shaped Tanzania's electricity sector over three decades. SSRN. https://ssrn.com/abstract=5040305

https://doi.org/10.2139/ssrn.5040305

Nsabimana, R., Perelman, S., Walheer, B., & Mapapa, M. (2024). Effectiveness and efficiency in access to reliable electricity: The case of East African countries. Socio-Economic Planning Sciences, 93, 101898.

https://doi.org/10.1016/j.seps.2024.101898

Osunmuyiwa, O., Odero, M., Wall, A., Goode, J., Flaspohler, G., Abrokwah, K., & Klugman, N. (2025). Mobilizing power quality and reliability measurements for electricity equity and justice in Africa. Nature Energy, 10(3), 395-403.

https://doi.org/10.1038/s41560-025-01717-9

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.

https://doi.org/10.1177/002224298504900403

Peter, J. J., & Batonda, G. (2022). Effect of service quality on customer satisfaction in Tanzanian energy industry: A case of TANESCO residential customers in Nyamagana District. International Journal of Engineering, Business and Management, 6(1), 47-59.

https://doi.org/10.22161/ijebm.6.1.6

Souza, L. M. E., Pinheiro de Lima, E., Tavares Treinta, F., Abrao, A. G., & Gouvea da Costa, S. E. (2021). A conceptual model to measure customer's satisfaction in electric power distribution services. Total Quality Management & Business Excellence, 32(1-2), 199-219.

https://doi.org/10.1080/14783363.2018.1546118

Tamu, J. S., Babandako, A. Y., & Masud, A. (2024). Service quality and customer satisfaction: Evidence from Abuja Electricity Distribution Company (AEDC) consumers in Minna Metropolis. Kashere Journal of Management Sciences, 7(2).

Tanzania Electric Supply Company Limited. (2023). Annual report 2021/22. TANESCO.

The Citizen. (2025). Biteko orders overhaul of TANESCO call centre to improve services. https://www.thecitizen.co.tz/tanzania/news/national/biteko-orders-overhaul-of-tanesco-call-centre-to-improve-services-4883492

Twesigye, P. (2022). Structural, governance, & regulatory incentives for improved utility performance: A comparative analysis of electric utilities in Tanzania, Kenya, and Uganda. Utilities Policy, 79, 101419.

https://doi.org/10.1016/j.jup.2022.101419

United Republic of Tanzania. (2025). Tanzania Development Vision 2050. National Planning Commission.

Yamane, T. (1967). Statistics: An introductory analysis (2nd ed.). Harper & Row.

Yunana, T. W., Sunday, A. A., & Olubunmi, S. (2023). Assessment of quality service delivery in electricity distribution of Nigeria: A case of Kaduna Electric Distribution Company. International Journal of Economics and Development Policy, 6(1), 19-30.

Zenelabden, N., Dikgang, J., & Onyenubi, A. (2026). Unplugged and unhappy? Power outages and effects on public well-being. Energy Economics, 109249.

https://doi.org/10.1016/j.eneco.2026.109249