Service Quality at Tanzania Investment Centre: Lake Zone Investors' Expectations and Perceptions of Service Quality at Tanzania Investment Centre

Concerns with service quality in TIC and its measurement are really new. No one has ever demonstrated statistically how service quality can be improved in TIC by giving focus to customers. Thus, understanding, measuring and improving service quality is a formidable challenge for TIC since they compete with other international investment promotion agencies on the basis of attracting and retaining customers. It is in this context that this study sought to establish the levels of Lake Zone investors' perceptions on the service quality of TIC using SERVQUAL instrument and determine the extent to which customers are satisfied or not satisfied with the service they receive from the TIC. The study also identified the relationship between customer's perceptions and satisfaction, and lastly established customers' expectations of the service, and compared them to their perceptions of the service they currently receive.