Customer service provision performance in Public organization in Tanzania The case of weights and measures agency: Kigoma Region
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Date
2014
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Journal ISSN
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Publisher
Mzumbe University
Abstract
Tanzania introduced in the country, the agency operation model as a solution to problems of bureaucracy in providing public services. The government’s expectations were that the agencies could operate in a business-oriented context to improve effectiveness of the services provision in improving customer service satisfaction. This study aimed at assessing the effectiveness of the government organizations in provision of customer service satisfaction, WMA- Kigoma being the case of the study in which the population of the study involved WMA employees and customers. Moreover, the sample for the study involved 21 respondents obtained through purposive sampling techniques where data collection methods involved interview, observation and documentary review. The study findings reveal that, although WMA has improved its performance in terms of revenue collection and financial management, matters relating to customer service provision and customer satisfaction levels are still not satisfactory in the sense that customer care is poor and customer service satisfaction levels are still low caused by poor service provision environment. This situation makes the agency to provide ineffective services hence customers’ dissatisfaction. The recommendations from the study are; the agency should invest more in training of employees, improve its human resource management, and provide sufficient public education to traders on legal aspects pertaining to weights and measures services to reduce customer complaints and therefore improve effectiveness of the services in provision of customer satisfaction.
Description
A dissertation submitted in partial fulfillment of the requirements for award of the Degree of Master of Business Administration (MBA - CM) of Mzumbe University
Keywords
Customer service provision, Revenue collection, Financial management- Tanzania, Performance in public organization - Tanzania
Citation
APA