| dc.creator |
Millinga, Amos D. |
|
| dc.date |
2019-03-20T09:37:06Z |
|
| dc.date |
2019-03-20T09:37:06Z |
|
| dc.date |
2013 |
|
| dc.date.accessioned |
2021-05-05T08:08:14Z |
|
| dc.date.available |
2021-05-05T08:08:14Z |
|
| dc.identifier |
http://hdl.handle.net/11192.1/2486 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192.1/2486 |
|
| dc.description |
A Dissertation Submitted to Mzumbe University in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Business Administration in Corporate Management (MBA-CM) |
|
| dc.description |
Customer services issues has been attracting great attention from practitioners, academicians and researchers due to general poor performance resulting from nonadherence to proper processes and procedures by the service providers. This dissertation aims at identifying the impact of public sector performance on customer service delivery A case of TBC. The trend in public sector management is changing prompted by customers’ increasingly use of services delivered by government bodies. The customers and public in general who make use of government services have rights and responsibilities in relation to the quality of service delivery by the government or public sector service provider. TBC as one of the public service provider has some time faced by customers’ complaints revolving around the quality of service delivery. Some bureaucratic procedures among others required before one can receive services and other reasons may be behind the apparent unimpressive TBC performance and it was for this reason that the study had developed a set of hypothesis that sought to test and investigate in order to provide solutions and benchmarks for policy makers and management of the TBC for purpose of improvising TBC business and public sector delivery in general. Therefore, the study tries to identify the major areas of problem in relation to service delivery by TBC. The analysis was conducted using a descriptive method by clustering the respondents into employees and officials since their service perception reflects the actual service provision of the organization. The sample was selected using simple randomly technique. Methodology adopted for this study was descriptive and explanatory in nature identifies the major issues that affect the performance of service delivery TBC as a case study. Both primary and secondary data were used in the study. The results obtained revealed several findings as explained in the Conclusion of this study. Therefore, consequently based on the literature review and actual data analysis the researcher was able to provide several recommendations to the management of the TBC and other stakeholders. The study also contains several sources from which the study extracted information in order to support or nullify the hypothesis put forward by the researcher. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Public Sector Management |
|
| dc.title |
The Impact of Public Sector Management Performance on Customer Service Delivery (General Public) – A Case of Tanzania Broadcasting Corporation (TBC) |
|
| dc.type |
Thesis |
|