An assessment of client service charter implementation in local authorities in Tanzania: A case of Tabora municipal council
No Thumbnail Available
Date
2016
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Mzumbe University
Abstract
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.
Description
A dissertation submitted in partial fulfilment of the requirements for award of the degree of Master of Human Resource Management (MSc-HRM) of Mzumbe University
Keywords
Client service charter, Local authorities-Tanzania
Citation
APA