| dc.creator |
Kiroge, Abbas |
|
| dc.date |
2019-10-23T12:03:13Z |
|
| dc.date |
2019-10-23T12:03:13Z |
|
| dc.date |
2013 |
|
| dc.date.accessioned |
2021-05-05T08:08:24Z |
|
| dc.date.available |
2021-05-05T08:08:24Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192.1/2712 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192.1/2712 |
|
| dc.description |
A Research Dissertation Submitted in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Science in Accounting and Finance (MSc-A&F) of Mzumbe University Dar es Salaam Campus College |
|
| dc.description |
This study explored the impact of service improvement on customer satisfaction with the Tanzania Revenue Authority (TRA) services, a case study of Ilala Tax Region. It examined whether there is direct relationship between the good customer care offered and the customers’ satisfaction. It analytically evaluates the time taken to respond to customers’ problems and finally tries to evaluate the impact of information technology on customers’ satisfaction.
The data was collected through the use of questionnaire, interview and documentary methods.
Both quantitative and qualitative data analysis techniques were used to analyze the data.
Generally it was found that there is a significant relationship between service quality improvement strategies and the level of customer satisfaction.
The study suggests that Tanzania Revenue Authority (TRA) should strive to ensure that good customer care, time taken to respond to customers’ problems and advancements in information technology as the key ingredients towards its vision and mission.
Improving information technology like high level of networking, easier way of making tax payments by the taxpayers, a mechanism for periodic dialogue and consultation with internal and external customers, forums for exchange of experiences among TRA staffs and where possible abroad tours were some of the suggestions given in this study that will not only lead to customers’ satisfaction, but also to the good revenue performance and stable growth of the Tanzania economy at large. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Customer Service, Customer Satisfaction |
|
| dc.title |
Impact of Customer Service Improvement on Customer Satisfaction with the TRA Services: A Case of Ilala Tax Region |
|
| dc.type |
Thesis |
|