Factors affecting implementation of client service charter in Tanzania local government authorities: A case of Bagamoyo district council
| dc.contributor.author | Raphael, Theresia | |
| dc.date.accessioned | 2024-10-07T08:01:59Z | |
| dc.date.available | 2024-10-07T08:01:59Z | |
| dc.date.issued | 2019 | |
| dc.description | A dissertation submitted in partial fulfillment of the requirements for award of the degree of Master of Science in Human Resource Management (MSc. HRM) of Mzumbe University | |
| dc.description.abstract | The 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. | |
| dc.description.sponsorship | Private | |
| dc.identifier.citation | APA | |
| dc.identifier.uri | https://scholar.mzumbe.ac.tz/handle/123456789/1399 | |
| dc.language.iso | en | |
| dc.publisher | Mzumbe University | |
| dc.subject | Client service charter | |
| dc.subject | Organizational culture | |
| dc.subject | Organizational leadership | |
| dc.title | Factors affecting implementation of client service charter in Tanzania local government authorities: A case of Bagamoyo district council | |
| dc.type | Thesis |