Business Studies (DCC)

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Factors hindering the enrolment of E-procurement in public procurement in Tanzania. The case of Medical Store Department(MSD) Tanzania
(Mzumbe University, 2013) Evans, Adrian
The study is about the assessment of the challenges facing the enrolment of EProcurement in public sectors in Tanzania. With a case study of Medical Stores Department (MSDs). The study has the following specific objectives, to explore the perception of e-procurement in public sectors, to examine the e-procurement enrolment process in public sectors, to determine the contribution of e-procurement performance in public organizations. The Research methodology concerned where the researcher applied systematic approaches in data collection. Both qualitative and quantitative were used to the 34 respondents from MSD. Closed and open ended questions were used where the collected data were coded and analyzed by using Statistical Package for social Science (SPSS) and Microsoft excel where table and figures were drawn. Results of the analysis showed that, E – Procurement application in Public sectors is a very important aspect in achieving Value for Money and efficiency in Procurement activities. At MSD various initiatives such as adoption ERP system, use of Internet and E – Mail are measures to ensure effective implementation of E – Procurement. E – Procurement application in the organization of the study is not effective because it covers some parts such as generation of Procurement requisition, and generating Purchase order through EPICAR 9 system which is done within the organization and no access to the Supplier to view the Purchase orders. It is recommended that, E - Procurement enrolment needs to be considered effectively by MSD so as to alter the reduction of unnecessary cost, risks associated with delays of delivery, Stock out, unequal opportunity to suppliers, and corruption as the results not realizing value for Money in Procurement. Organization should conduct every now and then training to all staff since it cuts across E – Procurement applications, and its importance to the organization so that employees will be capable of using E –Procurement tools. The organization in collaboration with the Government of the United Republic of Tanzania should have different sources of funds so as to ensure that the project is implemented.
The impact of employees training and development on organisation performance: The case of Tanzania commission for AIDS
(Mzumbe University, 2013) Mwaibako, Elly
The aim of this study was to assess the impact of employee training and development on improving organization performance, Tanzania Commission for AIDS being a case study. Specifically, the study focused on getting the perception of employees in terms of training and development programs at TACAIDS, effects of employee training on performance of the organization, and the challenges facing TACAIDS in providing training to its employees. Purposive sampling was used to obtain 35 respondents. Questionnaires and interviews were used as instruments of data collection. The study findings show that there is relatively high level of awareness of the training activities provided by the organization as noted by 81% of the respondents. The training and development has improved organization performance through new ideas and skills that have been introduced to the organization after the training. However, training and development at TACAIDS faces various challenges including financial resources and lack of clear policies to promptly promote employees once they have finished a certain training. Also, training needs assessment has not been done which results to discretion in allocation of training slots. The researcher recommended that the organization should conduct training needs assessment and gap identification and sponsoring of all training programs should be done. This can be achieved by setting aside a budget for employee training and development and searching for alternative sources of funds without been dependent on government sources only.
Impact of performance appraisal systems used in utility companies on employee job satisfaction: The case of performance development programme used by TANESCO, Ilala region, Dar es Salaam, Tanzania,
(Mzumbe University, 2013) Mwinuka,Elizabeth
The only task for utility companies is to make progressive steps and necessitate them to alleviate dissatisfaction amongst their employees by extensively restructuring their actually used performance appraisal systems. This study was in fact; mainly concerned with findings out the impact of Performance Appraisal System (PAS) used by utility companies on employee job satisfaction in Tanzania: the case of Performance Development Programme used by Tanzania National Electric Company Limited (TANESCO) Ilala Region, Dar es Salaam. The methodology employed by this study had involved the use of questionnaire, focus group discussion in gathering data from the sample size of 60 respondents. Likewise, tables, graphs/pie charts, both illustrated by percentage were used in presenting, and in illustrating facts from respondents upon which further analytical and discussion steps were performed as well. Meanwhile, the study was tasked to achieve four specific objectives including; to determine the impact of PDP used by TANESCO on employee job satisfaction, to find out the level of employee performance as resulted from PAS used by utility companies, to establish the outcome of having specific PAS on employee job attitude in utility companies, and to suggest strategy to be adopted by TANESCO in restructuring its performance development programme to improve employee job satisfaction. Based on the findings, the study had concluded that; there is an impact derived from the use of PDP in TANESCO which had resulted into job dissatisfaction amongst many employees and marked by tendencies like; complaints as being dissatisfied, others have depleted their attendance to their job placement, the likelihood of labour turnover which might occur in the near future and so on. Based on findings, the study had also concluded that; the overall job performance had gone lower after the integration of PDP than it was before its coming-in. The study further concluded that; the attitude of employees towards their job was quite negative following the integration of PDP since many of them seemed to be dissatisfied with it. And finally, one of the suggestions obtained thorough findings have included; utility companies vii would pay incentives to employees based on other grounds like; hour spent by an employee (being extra or any other) in achieving any duty.
An assessment of women’s empowerment programme in Tanzania: A case of women income generation projects in Arusha city.
(Mzumbe University, 2013) Castor, Neema
In the present study an attempt has been made to investigate the outcomes of women empowerment in Tanzania through income generating projects of women and its impact on their socio-economic empowerment. The target population of the present study was eighty (80) women who had availed services and/or support from the Council. The general objective was to investigate women’s empowerment programmes in Tanzania taking a case of women income generation projects in Arusha City Council in Arusha region. Specific objectives were to determine minimum resource envelopes which are directed to women empowerment programmes in Arusha city; assess the extent in which government’s investments contributed to the improvement of women’s empowerment in the study area; and identify challenges with relations to women empowerment’s programme in the study area. Research design used was cross sectional. Data collection methods used were simple random sampling technique, focus group discussions and a review of appropriate published documents and other related information toward women’s empowerment. The instruments used were questionnaire and interview guides. Findings indicated that irrespective of type, all IGPs supported by Arusha City Council have induced positive impact in women empowerment, though the extent of changes is not significantly high. The projects have enabled women to have a better access to basic needs and make important contribution to household decision making, especially the decision regarding their personal needs and availing treatment and recreational facilities. Various recommendations have been made on the findings of the study. The focus has been directed to the promotion of active involvement of beneficiaries, behavior change, increasing household asset bases, in-service training for community officers, conducting capacity building for micro-credit schemes, development of participatory monitoring and evaluation mechanisms as well as promoting advocacy.
Effectiveness of internal control over liquid asset (cash) in Tanzania: A case of Kinondoni municipal council
(Mzumbe University, 2013) Kamaghe, Faraja
Despite the effort made by the government of Tanzania in ensuring there’s control in their asset in LGA’s few of them have managed to implements effectively the controls on those assets in their Finance Department. Their abundance evidence that arises through audit queries due to the fact that, there are procedure not followed as per government finance guide. In view of the above this study aimed at exploring the effectiveness of controls over cash in the LGA’s transactions. Thus obtaining the factors affected the effective cash controls in LGA’s.The study specifically set to identify strength and weakness of the system of internal controls over cash. More specifically to determine functionality of internal audit and to determine reliability and accuracy of financial report prepared within the period of three years. The study focused on the Municipality of Kinondoni Dar Es Salaam. Findings of this research has shown that the main functionality of internal audit of Kinondoni Municipality included: Evaluating controls and advising managers at all levels, Evaluating risks, Analyzing operations and confirming information and reviewing compliance. The study further revealed that the strengths and weakness of the system of internal control over cash in Kinondoni municipal council include Authorization, Recording and custody. Where Authorization scored 100%, Recording scored 100% and custody scored 100%.
Relationship between donors funding and business performance in Tanzania:
(Mzumbe University, 2013) Msinga, Flanswazi A.
Given the increasing donor funding to most of the SMEs in Tanzania: there has been an increase desire overtime to know whether or not there is any relationship between this donor funding and business performance. The main purpose of this research therefore was to identify the relationship between donor funding and business performance. This study was guided by three research objectives. The general Objective was to determine if there is any relationship between donor funding and business performance. Specific research objectives were; to identify the relationship between donor funding and business performance in Tanzania. Other objectives are to identify other factors rather than donor funding that may contribute to business performance in Tanzania and lastly is to identify challenges facing business performance in Tanzania. Data collection methods comprised both primary and secondary sources. Questionnaires were distributed to SMEs that received funds and those who did not receive such funding. Both open and closed ended questions were used to collect demographic and data related to donor funding and business performance to SME’s. Qualitative and quantitative techniques were employed for collecting and analyzing data. The research findings indicated that donor funding has both positive and negative contribution to business performance. The negative effect of donor funding to business performance is due to various reasons such as inability to utilize funds received, seasonal variation, weak economic climate or business competition and lack of business experience. The study also found that; the other factors that contribute to business performance apart from business donor funding includes availability of ready markets, availability of raw materials, establishment of microfinance institutions, training on Business and Entrepreneurship, skills and experience in current Business.
Service quality assessment of social health insurance benefit (SHIB) provided by social security funds.
(Mzumbe University, 2013) Challe, Felistas Emmanuel.
The research about Assessment of Quality Service of Social Health Insurance Benefit (SHIB) provided by National Social Security Fund (NSSF) to its beneficiaries was conducted at the NSSF Dar Es Salaam Region Offices. The main objective of the study was to assess the quality of service offered by the NSSF through accredited hospitals and health centers to its customers residing in Dar es Salaam. To perfect the study, the research was guided by Specific Research Objectives that were to assess the contribution of medical services provided under Social Health Insurance (SHIB) to its members; reliability of health services provided by SHIB; effectiveness of SHIB repayment system; and ultimately to suggest how best to improve the performance of medical services provided by the SHIB issuing system Literature from different sources and from different authors were used for reference, and the researcher went far to see what others have done in the related field by performing the empirical review. The study design was descriptive and 120 respondents, the sample size, from selected hospitals, the structured questionnaires. Data were analyzed using the SPSS programs, summarized and presented by using tables and figures. From the findings it was revealed that medical services provided under Social Health Insurance (SHIB) to its members were of good quality although there are some weaknesses noted as 81.7% of all respondents enjoyed the services. Health services provided by SHIB were reliable although some improvement was required. Payment system was found to be effective and ultimately to the research paper suggested the best methods to improve the performance of medical services provided by the SHIB
Issues in procurement methods in public organizations: A case of Tanzania Aviation Authority (TAA)
(Mzumbe University, 2013) Kheri, Ashura Chimbeni
The research is on e-procurement is the business-to-business purchase and sale of supplies and services over the Internet. The objective was to investigate the effectiveness of e-procurement in Tanzania public institutions. Both qualitative and quantitative approaches qualitative approaches were used. Data collection methods used interviews, observations and documentary analysis. Research instruments to be used during data collection included interview questions, observation schedule and documentary review schedules. Collected were analyzed based on research objectives. Findings indicated that challenges that influenced the use e-procurement by TAA were: Budget and Executive support, user adoption and Supplier Buy-In and Enablement. Findings indicated that the challenge with regard to the use of e-procurement was on the side of management who sometimes resulted into the conflict of interests. It was also revealed from the study that the TAA management has a great task of ensuring that each user sees the simple to use and intuitive. Findings indicated that there were issues that underpinned the use of e-procurement by TAA. Supplier Buy-In was revealed to be among issues.. Findings indicated that some of the major benefits of an e-Procurement system are punch-outs, e-Invoices and e-Payments. Associated Costs was another issue and it was noted from the study that as with any technology project, the costs go beyond just the costs. It was also revealed from the study that training costs was among issue that influenced eprocurement. Findings indicated that e-procurement tools included: Email, spread sheets and internet. Recommendations include availability of quality and enough ICT facilities and equipment and the same research to be done in other public institutions to enable different researcher on the same issue to come up with similar conclusion
Impact of performance appraisal systems used in utility companies on employee job satisfaction: The case of performance development programme used by TANESCO, Ilala region, Dar es Salaam, Tanzania
(Mzumbe University, 2013) Mwinuka, Elizabeth
The only task for utility companies is to make progressive steps and necessitate them to alleviate dissatisfaction amongst their employees by extensively restructuring their actually used performance appraisal systems. This study was in fact; mainly concerned with findings out the impact of Performance Appraisal System (PAS) used by utility companies on employee job satisfaction in Tanzania: the case of Performance Development Programme used by Tanzania National Electric Company Limited (TANESCO) Ilala Region, Dar es Salaam. The methodology employed by this study had involved the use of questionnaire, focus group discussion in gathering data from the sample size of 60 respondents. Likewise, tables, graphs/pie charts, both illustrated by percentage were used in presenting, and in illustrating facts from respondents upon which further analytical and discussion steps were performed as well. Meanwhile, the study was tasked to achieve four specific objectives including; to determine the impact of PDP used by TANESCO on employee job satisfaction, to find out the level of employee performance as resulted from PAS used by utility companies, to establish the outcome of having specific PAS on employee job attitude in utility companies, and to suggest strategy to be adopted by TANESCO in restructuring its performance development programme to improve employee job satisfaction. Based on the findings, the study had concluded that; there is an impact derived from the use of PDP in TANESCO which had resulted into job dissatisfaction amongst many employees and marked by tendencies like; complaints as being dissatisfied, others have depleted their attendance to their job placement, the likelihood of labour turnover which might occur in the near future and so on. Based on findings, the study had also concluded that; the overall job performance had gone lower after the integration of PDP than it was before its coming-in. The study further concluded that; the attitude of employees towards their job was quite negative following the integration of PDP since many of them seemed to be dissatisfied with it. And finally, one of the suggestions obtained thorough findings have included; utility companies vii would pay incentives to employees based on other grounds like; hour spent by an employee (being extra or any other) in achieving any duty.
Loan repayment by SACCOS to commercial banks in Tanzania: A case of CRDB Bank Moshi Branch
(Mzumbe University, 2013) Goodluck, Moshi
The main objective of the study was to find out the factors affecting the loan repayment by SACCOS to Commercial Banks in Tanzania, Specifically the study investigated the time given to SACCOS borrowers for loan, whether the SACCOS Borrowers have sufficient knowledge to conduct business in to generate sufficient income hence repay the loan and determined the effect of interest rate on loan given to Sacco's by Commercial banks in Tanzania. The study used the null hypothesis that; “Loan repayment is directly related to period of time, interest rate and technical know how to do the business”. Literature review was done to identify basic concepts and theories used in the study, and, finally designed and conceptual framework having five main concepts i.e. Time, Interest rate, Business knowledge, Loan amount and repayment. Data was collected using open-ended questionnaire and the data was coded entered in a computer finally the final findings were obtained. The analysis was done using a Statistical Package for Social Scientists (SPSS), and descriptive statistics was used to do the analysis from which conclusion were made. It was concluded that the study revealed that the overall repayment performance of the borrowers and the screening techniques which the institution follows to ration the loan to its members were found to be sound, improved positively the incomes, access to education, access to health facilities and nutritional status of the borrowers. Based on the findings, it is recommended that the bank should make sure that the credit period which are given to clients is sufficient to circulate the funds borrowed and repay the loan, the loan size is appropriate for the size of the business which is sufficient to generate income and be able to repay the loan, conduct seminars on customers educating them on business planning which help in using the loan on the intended purpose and to be trustful on the repayment. Also the bank should increase the penalty for those clients who do not repay on time, charge some of the credit policies on time to repay the loan. The client should be given at least grace period of 2 months when he/she takes the second or third loan.
Challenges in the procurement of common use items and services in the government procurement agencies of Tanzania
(Mzumbe University, 2013) Ajabu, Erasto Thomas
This study attempts to investigate the challenges in the procurement of common use items and services in the government procurement agencies of Tanzania. The research was conducted specifically at government procurement service agency, headquarters in Dar es salaam. A study sample consisted of 40 GPSA employees. If these challenges continue to be neglected, the extent to which these factors hinders the implementation of the system of procurement of the common use items and services will remain unanswered. Hence addressing the level of awareness, importance and challenges are paramount for enhancing efficiency and effective framework agreement system of procurement of common use items and services. Research data was collected through interviews, questionnaire and documentary reviews. Qualitative data was subjected to content analysis and quantitative data was summarized in tables and charts. The government procurement service agency (GPSA) employee’s both top management and lower rank employees were contacted to provide research data. Research findings showed that, procurement of common use items and services using framework agreement systems has faced many challenges in its implementation at government procurement service agency (GPSA), and has led into big constraints in achieving of value for money as it is expected by government.The research therefore reaches conclusion that, if care will not be taken into consideration, these challenges will lead to the negative impacts in the implementation of the system. Hence to eliminate these problems players must change their attitude, training should be taken into account, resources and time should be dedicated as well as legal framework needs adequately support the system
Factors affecting financial management in private schools in Dar es Salaam: A case of Kinondoni municipal
(Mzumbe University, 2013) Ngondya, Lusekelo John
This study presents the assessment of the factors affecting financial management in private schools particularly in Kinondoni municipal. Specifically, the study assesses the financial management and performance of private schools; examine the financial management practices in private schools; and examine challenges facing financial management in private schools. Data for this research was collected using structured questionnaires, primary data, secondary data, observation and interview. The research also used qualitative and quantitative methods of data analysis. Notably, this study use 51 respondents as sample size It was identified that Private schools faces factors affecting financial management as follows; staff resistance, Management commitment and system complexity and capacity of the schools. However, most of the respondents decided that financial management and performance of private schools are good. Notably, challenges facing financial management in private schools are poor level of bursar’s computer literacy, Poor level of computer facilities and Minimum involvement of accounts staff i.e. bursars. The Study depict that, financial management key areas are policy dealing with financial controls with proper implementation and monitoring efforts in place; adequate bonding of employees who handle money; complete and up-to-date accounting records. Moreover, Private schools bursar managers must assess risks and develop financial control procedures that address these risks in a cost effective manner. Also, management of the private schools should put in place modern financial management control systems especially adoption of computer related packages to ensure they are able to plan properly and avoid financial surprises.
The impact of employee training and development on organization performance: A caswe of TANZANIA COMMISSION FOR AIDS (TACAIDS)
(Mzumbe University, 2013) Mwaibako,Elly
The aim of this study was to assess the impact of employee training and development on improving organization performance, Tanzania Commission for AIDS being a case study. Specifically, the study focused on getting the perception of employees in terms of training and development programs at TACAIDS, effects of employee training on performance of the organization, and the challenges facing TACAIDS in providing training to its employees. Purposive sampling was used to obtain 35 respondents. Questionnaires and interviews were used as instruments of data collection. The study findings show that there is relatively high level of awareness of the training activities provided by the organization as noted by 81% of the respondents. The training and development has improved organization performance through new ideas and skills that have been introduced to the organization after the training. However, training and development at TACAIDS faces various challenges including financial resources and lack of clear policies to promptly promote employees once they have finished a certain training. Also, training needs assessment has not been done which results to discretion in allocation of training slots. The researcher recommended that the organization should conduct training needs assessment and gap identification and sponsoring of all training programs should be done. This can be achieved by setting aside a budget for employee training and development and searching for alternative sources of funds without been dependent on government sources only
Procurement and information communication technology in rural areas: The case of Kibaha district council
(Mzumbe University, 2014) Mkonyi, Norah P.
The purpose of this research was therefore to look at the challenges facing the application of Information and Communication Technology (ICT) in procurement process, in rural areas specifically Kibaha District Council. In order to come out with a clear conclusion the study had to identify current procurement practice and existing application of Information Communication Technology in procurement process, activities/areas in which ICT is currently applied, benefit of ICT application and challenges facing ICT application in Procurement Process. In the study primary and secondary data were collected from fourty seven respondents including; Kibaha District Council Staff and their suppliers through questionnaires, interview and observation. The analysis was done qualitatively where summary of results was drawn in frequency and percentage tables, bar graphs and pie charts with the use Excel program. The results of the study show that the rate of ICT application in procurement process in rural areas is low due to; inadequate knowledge of staff on the use of ICT tools, inadequate availability of ICT tools, high cost of maintaining the use of ICT tools and poor ICT policy. However, low rate of ICT adoption in procurement process, has resulted to late delivery of goods and services from suppliers, problems in keeping and tracing procurement documents and inaccuracy of procurement data. According to this study results, to increase the existing rate of ICT application in procurement process, Kibaha District Council needs to provide trainings to staff, establish ICT policy relating to procurement proceedings, and include cost of ICT tools and installation in their budget.
Effects of counterfeit products in Tanzania
(Mzumbe University, 2014) Swaleh, Feisal Mohammed
The general objective of this study was to examine the extent to which counterfeit products affect Tanzania. The study analyzed the effectiveness of specific Government entities in addressing this matter in terms of inspection, examination procedures for detection of counterfeit imported consumer goods and the inadequacy in dealing with influx of counterfeit consumer goods. The study was limited to Dar es Salaam region . The target population was officers from regulatory institutions, individual businessperson and individual consumers. Purposive and random sampling techniques were employed to get respondents. Multiple methods of data collection were used. Survey using self-administered questionnaires composed of closed and open-ended questions and interviews were used to collect data. Descriptive statistics involving application of univariate and bivariate techniques and associated tests were used to analyze data. Major factors which influence the influx of counterfeits were identified as ineffective inspection ad examination procedures for imported goods to detect counterfeits; lack of capacity by regulatory institutions to deal with the problem; inadequacy of anti-counterfeiting laws; corruption; and lack of awareness on the potential and real dangers of counterfeit good. Conclusion revealed that there is still allot to be done in order to combat this ever growing menace, significant relationship between the level of counterfeits and competencies of intervention regulatory institutions needed to be reviewed. Recommendations made include; establishing appropriate anti-counterfeiting policy; pitting restriction and appropriate penalties on importation of fake products; building capacity for regulatory institution, and enacting comprehensive anti- counterfeiting law.
The impact of mobile phone banking to the reduction of income poverty in Tanzania: A case of M-PESA
(Mzumbe University, 2014) Nyambo, Editha Eliger
Mobile banking affects the lives of billions of people around the globe, including the poor. However, despite all the attention M-Pesa has received, there is little or few financial survey available or conducted before and after the launch of M-Pesa in the area in spite of the potential of mobile phone banking in extending the provision of financial services to unbanked people particularly the poor and low income households. The general objective of this study was to explore the impact of mobile phone banking to the reduction of income poverty in the lives of individuals in Kinondoni district. A case study research design was used in the study whereby a sample of 99 respondents was involved. Data collected were descriptively analysed using Statistical Package for Social Sciences (SPSS) version 16.0. The findings revealed that, pricing of products through M-Pesa has motivated poor people to utilize the services for buying various goods and that M-Pesa has facilitated financial transactions to poor people and that it has boosted their economic growth by having agents at their doors. M-Pesa has removed the barriers of an experience and time consuming visit to the nearby bank as poor people are able to access financial services through M-Pesa because of its good service quality and reliability while becoming a vehicle for saving and transferring money from individual to individual with little storage value. Moreover, M-Pesa has reduced the cost of transferring money compared to formal banking as people have shifted savings from informal tools to M-Pesa due to the perceived security. However, the service providers need to facilitate users on better use of M-Pesa services and reduce service charges in terms of tariffs to enable users to effectively utilize the services. It is concluded that poor people are willing to adopt mobile phone banking as it is easily accessible, convenient, cheap, easy to use and secure, something that has necessitated the raising of their income. It is also recommended that service providers need to improve their services so as to avoid unnecessary accessibility and avoidance of loss of money in order to be trusted and relied upon.
Low revenue collection in local government authorities: The case of Ilala municipal council.
(Mzumbe University, 2014) Changwala, Christina W.
This study aim to empirically explore the reason for low revenue collection in IMC. For various years IMC’s final accounts report a huge amount of employees, suppliers and contractors debts, this signify that the fund obtain during financial year fail to cover the operation cost of services received. For instance in Financial report for the year ending 2012 the total debt reported were tsh 8,028,108,124.52 while in 2013 the reported debt were 10,215,239,161.52. (IMC Financial Report 2012 & 2013). Therefore the study attempt to examine why own revenue fail to finance the IMC operations hence ending in huge debts. The primary data were collected through questionnaires, filled by IMC members .Furthermore interviews were conducted with the revenue section and some business owners located in IMC. It can be seen from table 4.2 that the own revenue of IMC contribute only 23.3% of the total revenue. This finding is almost consistent with 2013 MTEF where own revenue reported as 27.7% of the total revenue budget, this affects the efficiency. There is a negative argument on outsourcing sources of revenues as the agent benefiting much on the expense of the council, also difficulties the revenue collectors face due to political interference. Further the organizational ineffectiveness on revenue administration which create fund leakage and difficulties on punishing non compliance. The low revenue collections truly affect the IMC operations, as it is known to have a lot of Buildings, hotels, billboard and large business owners, the efforts should be done to maximize the revenue database, improve the administration of the current sources, plus identification of new and potential taxpayer while applying the laws, rules and regulations. Finally all revenue should be collected and administered by IMC workers.
The effectiveness of the disposal of Non-Current assets in the public sector, a case study of Tanzania Revenue Authority.
(Mzumbe University, 2014) Celestine, Ruth.
This research was carried out to assess the effectiveness of disposal of non- current assets: a case study of the Tanzania Revenue Authority. It attempts to facilitate better understanding of public asset disposal as an integral part of public sector reforms. The special focus of this study was; to determine the method(s) used by TRA to dispose noncurrent assets, to examine whether the method(s) used are effective and to find out challenges encountered during disposal of noncurrent asset at TRA. Population of my study was TRA Hq and sample size of 100 respondents. The findings show that TRA employs disposal methods as stipulated in the PPA 2004 including; sale by tender, sale by auction etc. The process overall was discovered not to be fully effective. The challenge of complexity of the legal framework, low capacity of staff, lack of reliable information on public assets in place and delays in issuing authorization for disposal of assets like motor vehicles severely affects the authority’s ability to dispose its assets effectively in a timely manner while achieving value for money. Also inadequate transparency, the impact of corruption, and inadequate organization level policy on disposal exacerbates the problem. As a result, assets are managed on an ad-hoc, often reactive basis, resulting in losses to the authority and the state at large. The study employed the descriptive design. It involved both quantitative and qualitative data collection. A well designed questionnaire was issued to the respondents while a semi-structured interview was conducted with some key personnel to gain deeper understanding of the research problem. Also the researcher conducted extensive document reviews of past transactions and other available documents. The study recommended that TRA should fully incorporate assest disposal, providing education and simplified procedures of disposal to enable cost saving.
Assessment of the customer data usage and perceived service quality in managing customer relations in banking industry: A case of CRDB
(Mzumbe University, 2014) Tairo, Ester C
A study assess customer data usage and perceived service quality in managing customer relations in banking industry. The specific objectives were to; examine the relationships between customer satisfaction and customer relationship management in banking industry, examine the relationships between customer loyalty and customer relationship management in banking industry; examine the service quality dimensions that determine customer relationship management in banking industry and examine the customer data usage and perceived service quality in managing customer relations in banking industry. The study adopted case study design; purposive sampling and simple random sampling were used to select respondents. Questionnaires, interview and documentary review were used in data collection and sample size of 55 respondents was used in the study. Findings indicated that, respondents identified meeting customer expectations by 62% as key relationship that links customer satisfaction and customer relationship management. Findings also revealed that, respondents identified attitudinal loyalty by 58% as key relationship that links customer loyalty towards customer relationship management. Moreover, the findings revealed that, respondents identified assurance by 39% and empathy by 28% as the key service quality dimensions that determine customer relationship management. Furthermore, the findings revealed that, respondents accepted perceived or experienced service was not consistent with the expected service resulting in bad quality and a quality problem. paraphrase The study concluded that, meeting customer expectations exert significant linkage between customer satisfaction and customer relationship management. Also, attitudinal dimension lead customer’s intention to repurchase and recommend, which are good indicators of a loyal customer. Likewise, assurance and empathy service quality attributes are essential for an organization survival and growth. Similarly, expectations were unrealistic the total perceived quality was low, irrespective of the vii experienced quality. Henceforth, the study recommended that, Bank managers should implement an effective customer relationship management that enhances customer satisfaction, loyalty and provides opportunities for banks to cross-sell other related and unrelated products to its customers. Policy makers should use the findings of the study to develop appropriate regulatory policies and frameworks for ensuring faster realization of CRM inclusion strategies. Banks should evolve role of customer data in CRM and help identify new directions for customer data usage.
Service quality and brand loyalty in the telecommunication industry: A case study of Tigo and Vodacom,
(Mzumbe University, 2014) Mwinchumu, Farida
This study was carried to evaluate the impacts of service quality on customer loyalty in the telecommunication industry in Tanzania by using case studies of Vodacom and Tigo, this study was guided by four research objectives which are to identify the firms strategies, techniques and policies for service quality at VODACOM and TIGO, to find out the internal and external factors affecting customer loyalty at VODACOM and TIGO and the to find out the relationship between customers and employees on creating customer loyalty. The research used probability sampling particularly simple random technique to obtain the sample size of 75 respondents, the data was obtained from the sample size by using questionnaires, interviews the Data was analyzed and presented by using both qualitative and quantitative approached. This study concludes that service quality is among the most difficulty issue to measure hence it requires a number of issue to be looked upon. Never the less it is becomes even harder to measure the level of service quality hence in the long run the provision (manufacturing of the services) the customer is involved in the middle of provision so measuring it becomes difficult, since this study was evaluating the service quality on customer loyalty therefore a number of issue have be looked upon the research used tenfold dimension, the study has found that the level of service quality is excellent to both of the firms under study, the study revealed that the nature and modality of service provision, the quickness of service provision, the reliability of service, affordability of the service are key internal factors that influence customers to make choice of the firms although analysis show that the internal factors from VODACOM are more strong that from TIGO on the other hand, service quality has a direct relation with loyalty, and nearly 45 percent of loyalty changes can be explained by service quality changes. Another point is that if the satisfaction variable enters the model, the resulted determination index will be higher in figure than other cases (0.803)