Effect of Complaints Handling Process on Customer Satisfaction in Three-Star Hotels In Mwanza City, Tanzania

The goal of the study was to evaluate how complaint-handling procedures can improve customer satisfaction. It specifically examined how customers in three-star hotels could access complaint-handling channels, established the complaint-handling process’ impact on customer satisfaction, and established the post-complaint handling procedure’s impact on customer satisfaction. Key informant interviews and questionnaires were used to gather data. Descriptive statistics and regression analysis were used in the data analysis. According to the findings, four essential components impact whether a complaints handling system is effective, as indicated by the regression analysis. These elements include clear complaint communication, prompt response to concerns, empathetic complaint handling, and quick service restoration. The efficiency of communication in the complaint handling process was evaluated using the following criteria: courteous customer treatment, treating customers with dignity, treating customers with appropriate observations and comments, and detailed and prompt customer communication of concerns. According to the descriptive data, customers agreed with the method of communication utilized to handle concerns. According to the study’s findings, the researcher advises that service firms view complaint management as a crucial tool for assessing the efficacy of recovery choices. Employees who work within organizations and play crucial roles in the success of the organization should be made aware of complaints, as well as those who work on the front lines.