Business Administration

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Start date: 2013End date: 2020

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    Service quality delivery and its impact on customer satisfaction in the bank services in Tanzania: The case of Moshi Uchumi Commercial Bank
    (Mzumbe University, 2015) Shanghali, John Wifred
    Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. Purpose – The main purpose of this study theoretically is finding the interrelationships between service quality delivery its impact on customer satisfaction and to I identify the usefulness of approved service quality models, when applied to banking sector in Tanzania and empirically, describe how consumers perceive service quality and whether they are satisfied with services offered by these Uchumi Commercial Bank. Design/methodology/approach – A self-completion questionnaire was developed from the SERVQUAL instrument and distributed using a Simple random sampling technique to customer of Uchumi Commercial Bank to determine their perceptions of service quality in Commercial Bank. Findings – From the analysis carried out, it was found out that, the SERVQUAL model was a good instrument to measure Bank service quality delivery in Tanzania context. Therefore, Bank Managers can use this instrument to assess the bank service quality in Tanzania. Research implications–Theoretically, from the findings; it implies that the SERVQUAL model is the best tool to use measure service quality in Commercial Bank. The findings suggest that Commercial Bank need to improve all the dimensions of service quality from the gap analysis carried out. Moreover because all the dimension of service quality are attributes are positively correlated with customer satisfaction, Tanzania bank managers should emphasize all the service quality dimension in maintain and improving the service quality that they provide. This study contributes to the already existing studies examining service quality in Commercial Bank using the SERVQUAL model and also provides empirical results that could guide management dealing with bank activities to take corrective actions that lead to growth in the company.
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    SMES growth challenges in Mwanza city: Evidence from food industry
    (Mzumbe University, 2015) Renatus, Deogratias
    Small and Medium-sized Enterprises (SMEs) in Mwanza are very important to economic growth. They have a significant effect on employment and economy of the country. The enterprise structure is mainly dominated by micro enterprises and the growth intensity is steady but still at a low level. Since SMEs are important contributors to economic development, it is therefore relevant to study challenges hindering their potential growth. These challenges are looked from two different perspectives; external and internal challenges which have an impact on the growth of SMEs. This research is an evidence of four SMEs (FURAHA, NDIYO, KUKU POA and SIMBA) in food industry at Mwanza city, and together with previous literature a conclusion of internal and external challenges influencing their growth can be reached. The primary data was collected through both qualitative (interviews) and quantitative (questionnaire) approaches with operators of the selected SMEs. The data was analyzed by using a Statistical Package for Social Sciences (SPSS). Specifically, descriptive statistics were taken from this tool. Descriptive analysis was used to reduce the data into a summary format by tabulation and measure of central tendency. The findings of the research reveal that there are a number of significant factors affecting SMEs growth. The major factors being financial and politico-legal factors followed by working premises, entrepreneurial factors, management, technological, marketing and infrastructural factors. They also speculate the reasons to why some of the SMEs in food industry grow while others do not. The study suggests that, The Bank of Tanzania should review the interest rates on loan because it seems to be very high; otherwise the government should find amicable solutions either to subsidize the SMEs with some sort of incentives. To make the selected SMEs competitive and profitable, increasing the capacity and skill of the operators through continuous trainings, experience sharing from successful enterprises, and provision of advice and consultancy are crucial. Moreover, improved provision of necessary infrastructure and enabling the environment for business operations is generally an imperative.
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    Service quality in tourist hotels in Tanzania: The case of Dar es Salaam
    (Mzumbe University, 2015) Mwijarubi, Mkama
    Tanzania’s hospitality industry has expanded rapidly in recent years, and is currently the leading source of foreign exchange earnings. However, tourist operators indicated a drop in cash flows up to 20%, with tourist cancellations of 30-50% for the season starting January 2009 (URT, 2009). Literature on the growth of the hotel industry in Tanzania tend to focus on macros, such as the sector's contribution to the GDP, statistics on tourists (international and local) and revenue growth. Least has been written about the fundamental issue of quality of service. Marketing appeals likewise almost singularly brand Tanzania as a vastness of tourism natural resources leaving a blind spot on quality of services to be expected. This vacuum has been vaguely filled with perceptions and associations. It is therefore important to find from the perspective of customers what attributes of quality in hotels contribute to customer satisfaction. Specifically, this study sought to know: (i) What attributes are the important in the perspective of customers in the hospitality industry? (ii) What attributes of the service from the perspective of customer can be categorized as threshold, performance and excitement? (iii) What do service providers in the hospitality industry perceive as important attributes of service. Data was collected and analysed based on Kano Model of classification of quality attributes of services. Findings show that customer regard professionalism and responsive of attendants higher and take fluency of English and friendliness as attractive attributes. Moreover, while many hotels lack emergency medical services, tourist customer think it is an important service. Service providers may get insight from this study and apply them to designing their service experience and focusing their investment.
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    Tanzania revenue authority tax audit units: does it promote voluntary tax compliance? A case of Mwanza tax region
    (Mzumbe University, 2014) Moshi, Cyril Emmanuel
    The collection of tax revenue from the public in low-income countries is very difficult because of low voluntary tax compliance (Coolidge 2010). Hence, tax revenue collection is costly, involving heavy enforcement measures such as use of fines, penalty and sometimes employing court brokers in collecting tax arrears. On ensuring effective and efficient tax collection Baurer (2005) believes that the tax audit services must provide an even playing field for business by ensuring that all taxpayers meet their tax filing and paying requirements. This study assess if tax audit units do promote voluntary tax compliance at Mwanza Tax Region (MTR). The sample size of 120 respondents was purposively selected from the list of taxpayers available at MTR. The study utilizes interview and questionnaire methods to obtain primary data from respondents. However, secondary data were obtained through use of documentary review such as published and unpublished reports of MTR. Descriptive analysis was conducted to enable the researcher to summarize the collected data and organize in a way that the researcher was able to answer the research questions. The use of different tools like tables, graphs and percentages or means will be utilized, also where necessary further analysis was conducted. The findings shows that tax audit unit do provide advanced rulings to explain tax consequences of the proposed transactions to taxpayers mean of 1.59; Tax audit units do assist taxpayers in detecting and deterring non-compliance for taxpayers mean of 1.61; The business enquiries addressed by business auditors to taxpayers the results shows mean of 1.66 which mean the statement has been agreed. The causes for non-compliance by taxpayers at Mwanza are; business activities are now very competitive hence low income so not paying tax gives relief; it’s better to take the risk as its minimal to be detected; the system of tax payment is unfair in all grounds e.g. tax rates, incentives and inequity; it requires too much time to complete tax returns, and the paid taxes are not used properly so not paying tax become an option all these factors scored the mean less than 1.5. tells us that the independent variables (tax audit unit services) can account for 10.2% (0.102) of reported sales. That is to say, in other words, only 10.2% of reported sales can be influenced by tax audit unit services. Therefore the study concluded that tax audit unit services have significance effect to the reported sales by tax payers. The β value is 0.035 which proves there low positive relation as the value of R 2
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    The role of financial statements in investment decision making: A case of Tanga port authority
    (Mzumbe University, 2015) Haji Nkuhi, Amina
    This study intended to investigate the role of financial statements in investment decision making. The study questions were to examine how financials aid investors in decision making, evaluate the performance of a company for investment decision making, and appraise the fundamental use of financial statement information. The approach was to work with the TPA and general public to achieve the set objectives. In summary, the approach and research methodologies involved; desk study to review current literatures; pilot study and the actual field research study. Data analysis was conducted on the basis of data collected. Explanatory analysis using Ms Excel, and SPSS were used. The findings show that financials are critical in investment decision making. Investors are confident with TPA financials. Majority of the respondents appeared to be knowledgeable with financial variables specifically, the gearing ratios, liquidity ratios and profitability ratios. TPA faces government interventions in financial reporting, and qualified audit reports. Conclusion was based on findings that investor need to get proper interpretations of financial reports, making consultations and get other none financial information in investment decision making. The study recommends; both females and males must be included in any study, need to use informed sample, encourage usage of financials in investment decision making, need for TPA to fully apply the IFRS principles in the preparation of its financials and investors to seek consultancy services in the use of financial reports to make investment decisions.
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    Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza
    (Mzumbe University, 2014) Anthony, Adrian
    This research aimed at assessing the influence of Quality Customer Service Management in Employees Satisfaction in Public Organization. The researcher conducted a survey study at Sengerema District Council to find out the elements of quality customer service management used in public organizations; the influence of quality service management on employee satisfaction, and to identify strategies used to improve quality customer service management in public organizations. The study employed a non-probability sampling mainly through qualitative and quantitative methodologies. The study further used survey method where data were collected through 25 administered questionnaires and reviewing some of the documents related to the study. The study reveals various weaknesses that can be termed as challenges of Quality Customer Service Management in Employees Satisfaction in Public Organization. These challenges includes poor knowledge of employees on quality customer services, lack of knowledge on who should exactly enforce quality customer service management in public organizations, the exact meaning of quality customer service management, characteristics of quality customer service management, creation of environment that can force customer to provide bribe to get services in public organizations, and finally ways that can be used to improve quality customer service management in public organizations. The study recommends that the Government should seek governance or hierarchical order which will include employees in decision making so that employees could identify their role on serving valuable customers. Public organization should apply customer centered method in their operations so as to satisfy customers that could bring good reputations to the Government. All factors that show dissatisfaction by employees to customers in public organizations should be reviewed by fulfilling the employees‟ needs to improve quality performance. Public organizations should arrange training on employees on customer service management and should enforce transparency, team work, and accountability among employees.
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    The influence of Serengeti national park ecosystem tourism on improvement of rural livelihood development: A case of Robanda village
    (Mzumbe University, 2015) Joseph, Victoria
    The study was about effectiveness of the influence of Serengeti national park ecosystem tourism on improvement of rural livelihood development in Serengeti district. Conducted at Robanda village in Serengeti district with the aim of achieving the following objectives; first, identifying the nature of Serengeti ecosystem services on local people; secondly to assess the influence of Serengeti ecosystem on rural livelihood development and the last objective was to identify ways to improve influence of Serengeti tourism on rural livelihood development. The study population involved households living in the selected village of Robanda, household living out of Robanda village and national park officers. The sample was obtained through simple random and purposive sampling techniques. The sample size for the study was eighty (80) respondents. Data are collected through primary and secondary, where primary data collection involved interview and questionnaire tools. Data are organized and presented using tables and charts. The analysis tool involved the use of frequencies and percentages. The study revealed that; first, types of Serengeti ecosystem services to local communities are employment opportunities, improvement of social services and establishment of social relations. Secondly the study found that influence of Serengeti ecosystem on rural livelihood development is very effective. Lastly the study found four ways of improving influence of Serengeti tourism on rural livelihood development, these are; education on tourism activities, infrastructure development, entrepreneurship skills on tourism sector and advertisement of Serengeti national park worldwide. In view of the above, the researcher recommends that; First, the government through ministry of wildlife and tourism should put more efforts in advertising Serengeti national park worldwide. Secondly, the government through ministry of infrastructure in collaboration with ministry of wildlife and tourism should make sure that all the infrastructures such as roads are constructed. Thirdly, government and other stakeholders should provide entrepreneurship skills to Robanda villagers so as to benefit the available opportunities on tourism sector. Fourthly, government should provide education to Robanda villagers on the importance of keeping the nature of Serengeti national park so that it may last longer.
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    The Influence of service quality on customer retention in commercial banks in Tanzania: The case of CRDB bank in Dar es salaam region
    (Mzumbe University, 2013) Mwikwabhi, Mary M.
    This study intended to assess the influence of service quality on customer retention. The SERVQUAL model was used to analyze data. The study investigated the influence of service quality on customer retention by CRDB bank in Dar es Salaam. Statistical Package for Social Sciences Vision 16.0 (SPSS) was used to process and analyze data where descriptive statistics were calculated. The research findings revealed that, overall, service quality provided by CRDB bank influences customer retention. Tangibles of CRDB bank were found to be the variable which influences customer retention the most, followed by responsiveness, Empathy, Reliability, and lastly Assurance. The study recommends as follows: CRDB bank should maintain tangibles of the bank since they were found to be the most important variable which make customers remain loyal to the bank. For responsiveness of bank employees it is recommended that the management of CRDB bank should make sure that employees should respond to customer needs and queries efficiently. The management can do this through training especially on the aspect of responsibility of bank employees to give, accurate and prompt solutions to customer problems. It is further recommended that the bank should improve on reliability of bank services. However it is recommended that employees be more empathetic to customers. This will make customers feel comfortable with the bank. Lastly, it is recommended that the bank should increase the number of ATM machines and expand network coverage in Dar es Salaam in order to reduce the incidence of ques and unnecessary delays in provision of bank services in the city.
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    Influence of soft drinks branding on consumer buying decision: The case of Nyanza bottling company
    (Mzumbe University, 2015) Mageni, Joseph
    This research study examined influence of soft drinks branding on consumers’ buying decision the case of NBCL in Mwanza city –Tanzania and later the study recommends appropriate measure to be taken by NBCL and other companies to improve on brands influence to their products. This report comprises five chapters. Where chapter one presents background to the studied problem, justification for study and research objectives. Chapter two gives reviewed of literature and conceptual framework for this study. Chapter three presents methodology, chapter four analyzed findings and five summarizes, concludes and gives out recommendations. Study included 150 respondents. In this sample size of 50 respondents from inside of the company and another 100 were consumers of the company’s products from outside the company. The data were collected through interview and questionnaires The study, findings revealed that; nature of branding at NBCL is done or created basing on two things. At NBCL local products like juices (Fruitree) they have been branded locally while those products which were fallen under Coca-Cola brand, the need for brand was proposed first to Core brand owner (Coca-Cola International) for approval. In most cases the approved brand should be in association with the existing brands under the core brand. Also, buying decisions of consumers on NBCL’s soft drinks were influenced by factors like brand loyalty, products’ packaging, promotion, wide distribution coverage, reliability in quality of the products, standards which carter for health security and safety and weaknesses available in other brands. The researcher recommends that NBCL to increase speed number of times for promoting their brands as other companies’ brands have been promoted so as discourage consumers not to switch on other brands. In addition, NBCL and other companies dealing with soft drinks to continuing research on consumers’ black boxes (minds) as now days consumers’ brains change very quickly to or from the decisions to buy.
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    Role of foreign direct investments on reducing unemployment rate in Tanzania: A case of Alliance one Morogoro tobacco processing company
    (Mzumbe University, 2013) Munanka, Peter M.
    This study aimed at finding the role of FDI on reducing unemployment rate in Tanzanian. The interest to conduct the study was prompted by the recognition that most important factor of shifting poor people out of poverty is access to employment being it formal (employed by an organization) or informal (self-employed). The study was conducted at Alliance One Tobacco Tanzania Limited, specifically to find out people’s awareness towards organizations under FDI, to determine people’s perception towards being employed under FDI firms, to find out the kind of training package provided by organizations under FDI, and to determine the level of employee’s turnover within organization under FDI. The sample size was 60 respondents who are currently employed by Alliance One Tobacco Tanzania Limited (AOTTL) and 10 respondents who were formally employed by AOTTL. Structured questionnaires were used to interview employees of AOTTL together with those who were formally employed by AOTTL. Check-list was also utilized to collect information form key informants. The data was analyzed statistically by using Statistical Package for Social Science (SPSS) computer program to obtain frequency distribution and percentages. It was discovered that FDIs’ contributes in reducing unemployment rate in Tanzania although is of a diminutive percentage compared to the present population. It has as well been discovered that FDIs’ including AOTTL are facing different challenges like employment turnover which is caused by factors like ; new posts, management style, job environment, employment security and salary to mention few. It was also been discovered that most of people have no or very little knowledge about FDI. It has been therefore advised that, the government should encourage more foreign investments so as to increase the government fund and to reduce the unemployment rate in Tanzania. Knowledge on FDI should as well be disseminated to the community. The existing FDIs should improve the employment security to their workers, management style should be personalized, job environment should be tailored and salary should be related to the employees’ level of knowledge and positions they hold in the company to reduce the rate of employment turnover.