The Influence of Employees Service Delivery on Customer Satisfaction in Tanzania: A Case of YARA Tanzania Limited

Abstract: The study aimed to assess the influence of service delivery dimensions on customer satisfaction, focusing on YARA Tanzania Limited. The study specifically focused on evaluating the influence of effective communication on customer satisfaction. The study adopted a descriptive research design. The sample size comprised 132 respondents, including YARA staff and distributors/customers. Data were collected through structured questionnaires, in depth interviews, and documentary reviews. Quantitative data were analyzed using descriptive and inferential statistics while qualitative data were thematically analyzed to provide deeper insights. The findings revealed that effective communication was found to be the most influential factor (p = 0.000), with clarity of information, diverse communication channels, and feedback utilization strongly shaping satisfaction, despite some lapses in consistency. The study concludes that clear, responsive, and consistent communication significantly enhances customer satisfaction, strengthening trust, loyalty, and YARA Tanzania’s competitive position in the agricultural input industry. The study recommends enhancing staff communication training, expand digital channels, institutionalize feedback systems, and optimize CRM to improve customer satisfaction and loyalty. Keywords: Effective Communication, Service Delivery, Customer Satisfaction, YARA Tanzania Limited Title: The Influence of Employees Service Delivery on Customer Satisfaction in Tanzania: A Case of YARA Tanzania Limited Author: Tibezukwa George, Dr. Blandina Kisawike International Journal of Novel Research in Marketing Management and Economics ISSN 2394-7322 Vol. 12, Issue 3, September 2025 - December 2025 Page No: 22-30 Novelty Journals Website: www.noveltyjournals.com Published Date: 25-October-2025 DOI: https://doi.org/10.5281/zenodo.17439929 Paper Download Link (Source) https://www.noveltyjournals.com/upload/paper/The%20Influence%20of%20Employees%20Service%20Delivery%20on%20Customer%20Satisfaction-25102025-2.pdf