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This dissertation report assessed the quality of customer service and satisfaction in the Tanzania public sector. The study was a case study conducted at TANESCO Ilala regional office in the city of Dar es Salaam.
The study involved a sample of forty respondents comprising of ten TANESCO employees, twenty small power users, and ten large power users served at Ilala office. Each respondent was provided with a questionnaire form numbered and containing the same questions. The questions comprised of the closed and open ended ones. Various literatures, both empirical and non empirical reviewed. The review on the quality of service factors (dimensions), quality standards and satisfaction were exhausted.
The findings of the study showed that there is a big relationship between the quality of customer service and its dimensions and customer satisfaction. The findings also revealed that, the quality of service in the Tanzanian public sector is poor and therefore it does not satisfy customers by referring to the case study done at TANESCO Ilala Rigion. However there are problems noted that makes the service provided by TANESCO to be seen poor, the problems are; Unreliable service and promises, TANESCO employees engaging in corruption, Delay in responding to reported problems and Repeated power breakdown. Obstacles to provide quality customer service has been identified, example poor management, lack of technological innovation, insufficient training for staff, misuse and misappropriation of company resources and corruption.
The study recommended that Serious measures have to be taken to improve TANESCO’S management, TANESCO’S responsible authority should introduce staff evaluation approach based on performance, TANESCO must invest in technological innovation, Watchful eyes should be directed at TANESCO resources and corruptions should be avoided. |
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