Statistical Measurement of Service Quality in Tanzania Industries: A Case of Said Salim Bakhresa & Co Ltd.

Abstract

The study aimed to use statistical techniques to measure quality of services produced by Said Salim Bakhresa & Co Ltd. The study was conducted among wholesalers and bakeries who sell wheat flour produced by the company. These were selected from four different locations representing the major towns where the wheat flour and its products are widely consumed. These are Dar es Salaam, Morogoro, Arusha, Moshi and Tanga. Sample size for the study was 434. The study employed the cross-sectional study design and pre structured questionnaire was used to collect data.  Factor analysis and regression analysis are statistical techniques performed. From eleven attributes outlined by ISO: 9000: 2008, the factor analysis formed four components: product quality; packaging; timeliness and promptness; and customer care. The findings show that all the components achieved good quality level because all have quality scale index less than 2.99. Regression analysis was adopted to generate ISO-Quality model, model shows that among the four components of qualities, two components (product quality and customer care) are statistically significant related with the company being ISO certified. In general product quality and packaging seem to perform better than the rest of the components.