A Dissertation Submitted in Partial Fulfillment of the Requirement for the Degree of Master of Business Administration (MBA) in Corporate Management of Mzumbe University
The general objective of this study was to assessment of customer’s satisfaction and quality of service in social security funds using the case of NSSF Kinondoni. This study was guided by the following specific objectives: To determine the quality of services offered by NSSF to members; to examine the determinants of customer satisfaction in NSSF; to assess the competence of the NSSF staff to meet customer expectations.
This study adopted the descriptive design. The researcher used interview, selfadministered questionnaires and observation. This method contributed practical evidence to the study. Data analysis was done using both qualitative and quantitative techniques. Quantitative data were collected from self-administered questionnaires, organized; coded and analyzed using the Statistical Product and Service Solution (SPSS) Version 16 to derive frequencies and percentages. Quantitative data analysis was done using summary , figures and graphs. On the other hand qualitative data analysis was done using matching of information explanation building and comparison to establish reasons on what has been observed.
Findings of the study on the quality of services offered by NSSF to members were quite various. Majority of respondents ranked the quality of service offered by NSSF to members as either good or not so good. Some respondents viewed that the quality of service was poor. With this situation, respondents were not quite assured of what they get from NSSF. For this organization to be competent and meet the quality expected by customers more efforts are needed. Findings of the study on the determinants of satisfaction show that what makes most respondents to be satisfied is the customer services, interpersonal communication and complains handling. These were considered by majority of respondents as what determine their satisfaction. It was also investigated whether customers were satisfied. It was found
out that level of satisfaction is not very high or very low, it is average. Some respondents were not satisfied by the services offered by NSSF to members while others were satisfied. The difference of those satisfied and those not satisfied was not very big.
The findings show that majority of respondents expressed the views that most staff members of NSSF were not competent in providing quality service. The majority of respondents ranked the level of competence of NSSF members as good or as not so good. Majority of respondents also suggested that the NSSF staff members should be given more training to improve their level of competence.