Business Administration

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    Influnce of customer service management in performance of banking industry : The case of microfunace bank , Mororgoro Tnzania
    (Mzumbe University, 2014) Lyatuu, Emmanuel
    This study assessed the influence of customer service management in the performance of banking industry; at the National Microfinance Bank, Morogoro - Tanzania. The study was guided by the following specific objectives: to identify the strategies used in provision of customer service management in the banking industry; to assess the effectiveness of customer service management in influencing banking performance industry and to identify the challenges facing the provision of customer care in the banking industry. The study adopted survey design whereby NMB Branches were selected. Primary and secondary data were collected through the use of t interviews, questionnaires and documentary review. Analysis of the collected data was done. The findings of the study indicated that NMB Bank adopted different strategies to ensure efective customer care such as introduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs of customers; ensuring that services were always of high quality without compromise and on time delivery of services. The findings showed that improvements undertaken by the bank to manage customer visits and to “decongest” its branches included:-investment in information technology infrastructure, opening up of new branches, establishment of branchless banking model that allows its customers to use any of its branches depending on convenience. Also introduction of an expansive ATM network, introduction of E-banking and adoption of mobile phone banking were done. It is recommended that the management of NMB Bank should consider frequent training of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested by mutual respect among all stakeholders, courtesy and proper dressing code. Bank businesses should also consider employing mechanisms of improving on efficiency through reduction of time spent to serve the customers.
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    The influence of corporate governance on the performance of SACCO: A case of Morogoro Municipal teachers SACCO (1998) ltd
    (Mzumbe University, 2015) Flavia, Joseph
    The study was carried out at Morogoro Municipal council. The main object which the study strove to achieve was to analyses the influence of corporate governance on the SACCOS performance in Tanzania. The simple size of the study was 78 extracted from the population of 200 people. Both primary data and secondary data were used; the former used questionner, inter-view guide and focus group discussion (FGD). The latter used used documentary re-view. The data was carried out by using both qualitative and quantitative data analysis methods. With regard to qualitative analysis, the researcher extracted the meaning from the text and from the interview, coded them and makes interpretations. The in-terpretations avoided the researcher bias by focusing on the content of the information that was available to the researcher. With respect to quantitative analysis, data collected were edited for accuracy coded and entered into SPSS. The analysis was in the form of tables, and percentages analy-sis. The techniques were used depending on the data collected from respondents and documents. Further a case study analysis was used. The case study analysis is one of the most de-sirable techniques that uses a pattern matching logic. Such logic compares an empiri-cally based pattern that is, one based on the findings from a case study - With a pre-dicted one made before data collection. The governance of SACCOs is made up of the legal provision (such as Cooperative Society Act), the by-laws and informal business culture within these institutions. While the legal provision cut across all the SACCOs, the by-laws are more specific and can establish the differences. As SACCOs grow, we anticipate changes in their governance structure that will likely reduce the informal components of governance to the more strict and formal structure. It was found that in some SACCOs there were high levels of flexibility when it comes to meetings. Combinations of these structures did not indicate to have adverse impact on performance since dividend were paid to almost all members on time. The impact of the structural changes from the informal to formal is beyond the scope of this cur-rent study. vi Most of the SACCOs were able to pay dividends to their members and improved loan and other financial access. The level of satisfaction was relatively high since a signifi-cant number of members were willing to attract others to join. Willingness of mem-bers to attract others is an indicator that the members are committed for the growth of their SACCOs. Such high levels of commitment are mostly resulted by the positive prospects for the future. Such prospects emerge out of good governance and perfor-mance. . Finally the study recommends to the management of SACCOs and other organiza-tions to upgrade their corporate governance practices and structure so as to remain profitable in this competitive secto
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    Impact of dysfunctional conflict in public organization: A case study of COASCO
    (Mzumbe University, 2013) Mallan, Mbwana O.
    Conflict is an ever-present process in human relations. As people are organized into groups to seek a common goal, the probability of conflict greatly increases. All conflicts are not the same, they are different levels. Conflicts occur within family, friends, and co-workers. The purpose of this study is to investigate and study the impact of dysfunction conflict on auditing performance in public organisation.Again it examines some of strategies for resolving conflict at COASCO. Along with this, the study discusses the effects and influence of conflict on the performance at workplace. However, this study analyse the effects of conflict on the organizational goals and auditing performance. Questionnaires were done by using structured questions and distributed to 25 auditors and 15 supporting staff from six (6) regions of COASCO through a simple random sampling. Collected data was analyzed through frequency table in descriptive statistics and multiple responses in order to get the percentage of population engaged in the conflicts, the extent of conflict effects on organization and other findings. The study shows that the organizational and authority conflicts occurred mostly as level and type of dysfunctional conflict respectively. This was happen because there are poor lines of communication, lack of effective leadership and conflicting priorities especially in a resources allocation. The causes of conflict which are frequently occurring are poor organisation system and lack of effective leadership. This is because the organisation system and leaders is not friendly to employees which create ambiguity at work. The majority of auditors said that conflict affects the auditing work through employee’s performance. The mostly strategies used by directors to resolving conflict at COASCO were through mediation and arbitration, due to reason that, the directors were not willing to fulfill the needs of the employees at expenses of the organizations. The research indicates there are two outcomes includes; positive and negative from conflict that is improvement of performance and productivity loss respectively.
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    Assessment on factors influencing job satisfaction among employees at Tanroads: A case of Tanroads in Morogoro municipality
    (Mzumbe University, 2015) Siame, Levison Fredrick
    The purpose of this study was to examine the levels of job satisfaction among employees in TANROADS, a case of Morogoro Municipal. The study was guided by the following objectives: - To determine which factors influencing job satisfaction to employees working in TANROADS; to determine the extent/intensity level of job satisfaction factors influencing employee’s performance in TANROADS; to determine the factors which contribute significantly to employee’s retention at TANROADS. In this study a case study research design was adopted. The study used both primary and secondary sources of data. The data was collected using a self-administered questionnaire, observation, interviews and documentary review. Simple random and judgmental sampling technique was used to sample employees. Both qualitative and quantitative techniques were used in data analysis. The findings from the study reveal that salary, promotion, job it self, co – workers, supervision and working environment are the major factors influencing job satisfaction among employees at TANROADS. Also by the use of likert scale the results show that the levels of satisfaction differ from one employee to another and it depends on a certain Organization. As from TANROADS, the majority of the respondents, their level of satisfaction rely on factors like co – workers, supervision and length of working hours. They also mention factors which contribute significantly on their retention such as job it self, co – workers and supervision. It is recommended that TANROADS management must take some action on matters that are seems to be a challenge to their employees and organizational performance. For matters that are causing job dissatisfaction, it is recommended that TANROADS should have clear and proper ways of conducting promotion, increase or restructure salary scheme, improve working conditions, increase participation between top management and give chances for further studies to the employees in order to increase their knowledge.
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    An assessment of the impact of integrated Logistics system of healthcare commodities on customer satisfaction in Tanzanian health system: A case of primary healthcare facilities in Ilemela Municipal Council, Mwanza Region
    (Mzumbe University, 2014) Eric, Shoo Ainea
    Logistics services performance quality is critical in any supply chain. Two service delivery elements are marketing customer service and physical distribution service; these elements are used to measure the logistics services performance because of their logistics activities (Mentzer et al 2001). The purpose of this study was to assess the impact of integrated logistics system (ILS) of healthcare commodities on customer satisfaction in Tanzania Health system; a case of primary healthcare facilities in Ilemela District, Mwanza region. This study was guided by five objectives: (i) to assess the level of customer satisfaction of current logistics management of healthcare commodities in Ilemela District, Mwanza Region, (ii) to assess the extent to which integrated logistics system meets customers‘ (Dispensaries & Health Centres) requirements in Ilemela District of Mwanza region, (iii) to identify challenges associated with running of integrated logistics system in Ilemela District of Mwanza Region, (iv) to determine how information technology within integrated Logistics system affect customer order accuracy and order efficiency, discrepancy and flexibility and (v) to identify areas for improvement of integrated logistics system within Medical Store Department (MSD). A descriptive research design which incorporated quantitative and qualitative approaches was adopted to investigate the research problem. A survey of 81 healthcare workers at healthcare facilities was carried out in Ilemela Municipal Council using selfadministered questionnaire. In addition interviews were used with selected healthcare workers. The data was analyzed using descriptive statistics whereby SPSS package version 17.0 was used to analyse data. The study revealed that customers (healthcare facilities) were unsatisfied with service performance of ILS within MSD on all its performance activities; ILS was noted to be also mostly inefficient in its distribution and delivery function to healthcare facilities. The study findings also showed that ILS was not meeting customers‘ requirement in the supply of medicines and medical supplies especially informing customers on new supplies and having full supply of needed medical commodities.
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    Assessment of the role of employee motivation on work performance: A case study of the ministry of finance and economic affairs,Tanzania
    (Mzumbe University, 2014) Ali, Halima T.
    Motivation is a key to human behavior. It plays an important role in performance and other activities and as such the manager should know what motivation is and how subordinates can be motivated towards work performance. However, this is not evident at the Ministry of Finance and Economic Affairs (MoFEA) where in recent times the labour front has been plagued with unrests which have created dissatisfaction at the work place; although various motivations in terms of incentives are prevalent. The general objective of the study was to assess the role of employee motivation on work performance at the MoFEA. A case study research design was used in this study. A sample size of 35 respondents was involved. The data collected were analysed and processed by SPSS computer software through the utilization of descriptive statistics where; frequencies, percentages and tables were run. The results from the study revealed that that 82% of the respondents reported the need for promotions and growth in organisation as promotions elevates employees to utilize his/her potentialities while pushing the limits of the organisation’s current position and development. By doing so the organisation outgrows its current responsibilities and takes on new paths for its development. However, 80% of the respondents reported that motivation improves the level of efficiency of the employee as when the employees become satisfied with what the employer provides to him/her efficiency becomes automatically attained for the successful fulfillment of the tasks. Yet, 81% reported the need for provision of feed back to employees as among the strategies to enhance employee work performance because motivations change with time along with the tastes and preferences of workers. Motivation leads to the stability of work force from the fact that a motivated work force becomes stable and works with vigour thereby reducing the possibility of unnecessary labour turnover and absenteeism. However, the provision of feed back to employees being among the strategies to enhance employee work performance is