Dissertations (Masters)-HRM-SOPAM
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Item The role of client service charter in health service delivery: A case of Tingi health center in Kilwa district council(Mzumbe University, 2019) Mdibwa,JacobThis study sought to examine “the role of client service charter in health service delivery: a case of Tingi Health Center in Kilwa District Council. The study was guided by three specific objectives which aimed to: examine awareness of both internal and external customers on CSC, find out the existence and accessibility of CSC at Tingi Health center, and solicit the attitude/perception of both internal and external customers on the role of CSC for enhancing service delivery. A case study design was adopted whereas a sample of fifty (50) respondents was selected through purposive, stratified and convenient sampling techniques. Questionnaires, observation and interviews were employed for data collection. Qualitative data were analysed through content analysis, while quantitative data were analysed through SPSS programme version 21. Then data were presented in tables. The findings of the study reveal that, the internal customers (health services providers) are aware of the term CSC, but external customers (patients) are not aware of it; thought they are capable of mentioning information which in turn is on the components of CSC. Also, internal customers are aware that CSC enhances health service delivery, while the external customers are not aware of it. CSC is present and accessible at the center, and it has helped both internal and external customers to know how to go with the provision of health services to the former, and how to access it to later. Both internal and external customers have positive attitude towards CSC in health service delivery, since the standards of the services, patients‟ responsibilities and rights that has led to quality health services provision and created a corruption free environment at the center. The researcher observes that despite the existence of CSC, the awareness of it is missing; hence it could fail to play its role in health service delivery. Nevertheless, for CSC to play its cordial role positively in health service delivery among other things; more public education on CSC is needed, provision of reliable resources, and top management support from Tingi health center and the government. Also, Tingi health center should make and provide a number of copies of CSC to both internal and external customers in order to promote the accessibility and awareness to themItem Factors affecting implementation of client service charter in Tanzania local government authorities: A case of Bagamoyo district council(Mzumbe University, 2019) Raphael, TheresiaThe general objective of this study was to examine Factors Affecting Implementation of Client Service Charter (CSC) in Tanzania Local Government Authorities, specifically in Bagamoyo District Council. The specific objectives were to: establish whether organisational culture affects implementation of CSC; determine whether organisational leadership affects implementation of CSC; and to establish whether organisational resources affect implementation of CSC. Data were collected from 62 samples using a questionnaire, interviews and documentary review. Both quantitative and qualitative approaches were used to analyse the data. It was found that organisational culture positively affects implementation of CSC leading to an increase in implementation by 52.5% which is very significant in this study. Organisational leadership also has a positive effect on CSC leading to a 27.9% increase in implementation. Organisational resources also have a positive effect on CSC. However, the effect is not significant compared to the other variables. Hence, there is no strong evidence for statistical significance of organisational resources in explaining the implementation of CSC in Bagamoyo. The study reveals that statistically there is a strong positive correlation between the independent variables (organisational culture, organisational leadership and organisational resources) and implementation of CSC, which affects implementation of CSC by 77.4%. Other factors not studied in this research contribute about 22.6% on the implementation of the Charter. Because organisational culture affects implementation of the Charter by 52.5% at alpha 0.05, Bagamoyo District Council needs to: invest in staff consultations, staff training and enhance staff access to copies of the Charter in order to increase awareness of the Service Charter to both employees and clients; improve availability of financial and material resources in order to facilitate implementation of the strategies of the service charter; ensure that processes and procedures are in place for improving the management information system. For further studies, it is recommended to focus on areas that impact employee‟s intensive training towards implementation of CSC and on influence of political powers in implementation of the Service Charter in Bagamoyo District Council or any other place for that matter.Item An assessment of client service charter implementation in local authorities in Tanzania: A case of Tabora municipal council(Mzumbe University, 2016) Kanunu, Deusdedith C.This study focused on the assessment of Client Service Charter Implementation in Local Government Authorities in Tanzania as a tool for promoting quality services to its customers and stakeholders. Client Service Charter is a mechanism of helping the employees to do their jobs better in performing daily activities as a result of superior performance in Public Organisations. The study focused in reaching the objectives that include: to assess the implementation of the charters in Local Authorities by finding out whether the employees were aware of the existence of the Client Service Charter, to find out if the customers have been satisfied with the implementation of the Client Charters and then to find out the way forward if the charters are not meeting the customers‟ needs and expectations. Qualitative and quantitative approaches were employed in this study. The sample size was 91 respondents. Primary and secondary data were gathered during the study. On primary data collection, questionnaire and interview were used to get information from respondents. Both theoretical and empirical literature reviews were conducted using the works of various scholars to support the study through illustrating various concepts of Client Service Charter in the Public sector in Tanzania. The findings of this study provided the best alternatives in improving quality services provided by the Local Authorities in Tanzania with the purpose of satisfying the customers in Public sector Organisations. Moreover, the study provided valuable immediate feedback appreciation to employees who performed better than others and gave the Organisation an opportunity to motivate them as a result of strategies improvement and employees retention for the organization's competitive advantage. The conclusion of the study showed that Client Service Charter is not only focused on bringing quality services to customers and stakeholders in the Local Government Authorities but also focusing on improving transparent, efficiency and accountability to service providers in Public Services field.