Application of Electronic Commerce Towards Improving Customer Care, A Case of Morogoro Urban Water Sewerage Authority (Morow Asa) Morogoro Region Tanzania.

TABLE OF CONTENTS

ITEM

Declaration ................................................................................................................................................................ i

Approval. .................................................................................................................................................................. ii

Table of contents .................................................................................................................................................... Iii

Abreviations ............................................................................................................................ vi

Abstract .................................................................................................................................. vii

CHAPTER ONE ...................................................................................................................................... 1

Introduction ............................................................................................................................................................. 1

1.1 Background of the Study ................................................................................................................................. 1

1.2 Problem Statement .......................................................................................................................................... 2

1.3 Purpose of the Study ....................................................................................................................................... 2

1.4 objectives of the Study ..................................................................................................................................... 2

1.5 Research Questions ........................................................................................................................................ 3

1.6 significance of the Study .................................................................................................................................. 3

1.7 Conceptual framework ..................................................................................................................................... 4

CHAPTER TWO: REVIEW OF RElATED UTERATURE .................................................................... 5

2.0 Introduction ....................................................................................................................................................... 5

2.1 The definitions and concepts of e-commerce ................................................................................................ 5

2.2 advantages and disadvantages of e-commerce ............................................................................................ 7

2.2.1 advantages of e-commerce .......................................................................................................................... 8

2.2.2 disadvantages of e-commerce ..................................................................................................................... 9

2.3 factors that affect customer care ............................................................................................ 1 0

2.4 suggestions aon how to improve one-commerce and customer care ............................................ 12

Ill

2.4.1 how to improve on e-commerce .......................................................................................... 12

2.4.2how to improve on customer care ........................................................................................ 13

2.5 an overview of customer services .......................................................................................... 14

2.5.1 attribute of customer services ............................................................................................. 14

2.5.2 determinant of customer services ........................................................................................ 14

Fig.2.1 the economics effects of electronic commerce ..................................................................... 15

CHAPTER THREE: METHODOLOGY ................................................................................................ 16

3.0 lntroduction ..................................................................................................................................................... 16

3.1 Research Design ............................................................................................................................................ 16

3.2 Study and Population Area ............................................................................................................................ 16

3.3 Sampling design ............................................................................................................................................. 16

3.4 Method of Data Collection ............................................................................................................................. 16

3.4.1 The Questionnaire ....................................................................................................................................... 17

3.4.21nterview ...................................................................................................................................................... 18

3.4.3 Observations ............................................................................................................................................... 19

3.4.4 Document Review ....................................................................................................................................... 20

3.5 Data Collection procedures ........................................................................................................................... 20

3.6 Data Analysis and Processing ...................................................................................................................... 21

3.7 Limitation to the research .............................................................................................................................. 21

3.8 Socpe of the study ......................................................................................................................................... 22

CHAPTER FOUR: PRESENTATION AND INTERPRETATION OF FINDING ....................................... 23

4.1 Introduction ....................................................................................................................... 23

CHAPTER FIVE : SUMMARY , CONCLUTIONS AND RECOMMENDATION ...................................... 32

5.0 Introduction ....................................................................................................................... 32

IV

5.1Conclution .......................................................................................................................... 34

5.2Recommendation ................................................................................................................. 34

5.3Area future reseach .............................................................................................................. 35

References ........................................................................................................................................................... 36

Appendix 1: The Proposed Research Project Activity Plan ................................................................................ 39

Appendix II: Proposed Research Budget... ........................................................................................................ 40

Appendix Ill: Questionnaire ......................................................................................................... .41