Complaints Management in the Bahi District Council in Tanzania: Examining Customer Satisfaction

The study examined customer satisfaction with complaints management practices in Bahi District Council in Tanzania. Purposive, snowball and convenience sampling strategies were used to get respondents. Questionnaires and interviews were used to collect data, while the Statistical Package for Social Science and the MAXQDA Analytics Pro 2022 (Release 22.5.0) were used to analyse data. Results show high dissatisfaction with complaints management practices. The inactive complaints management office facilitated the diverted complaints reporting.