| dc.creator |
Merchades Kajungu, Albogast |
|
| dc.date |
2016-04-25T07:03:02Z |
|
| dc.date |
2016-04-25T07:03:02Z |
|
| dc.date |
2014 |
|
| dc.identifier |
http://hdl.handle.net/11192/1256 |
|
| dc.description |
A Dissertation submitted in partial fulfillment of the Requirements for Award of
the Degree of Master of Business Administration (MBA - CM) of Mzumbe
University |
|
| dc.description |
Tanzania introduced in the country, the agency operation model as a solution to
problems of bureaucracy in providing public services. The government’s
expectations were that the agencies could operate in a business-oriented context to
improve effectiveness of the services provision in improving customer service
satisfaction.
This study aimed at assessing the effectiveness of the government organizations in
provision of customer service satisfaction, WMA- Kigoma being the case of the
study in which the population of the study involved WMA employees and customers.
Moreover, the sample for the study involved 21 respondents obtained through
purposive sampling techniques where data collection methods involved interview,
observation and documentary review.
The study findings reveal that, although WMA has improved its performance in
terms of revenue collection and financial management, matters relating to customer
service provision and customer satisfaction levels are still not satisfactory in the
sense that customer care is poor and customer service satisfaction levels are still low
caused by poor service provision environment. This situation makes the agency to
provide ineffective services hence customers’ dissatisfaction.
The recommendations from the study are; the agency should invest more in training
of employees, improve its human resource management, and provide sufficient
public education to traders on legal aspects pertaining to weights and measures
services to reduce customer complaints and therefore improve effectiveness of the
services in provision of customer satisfaction. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Customer service provision |
|
| dc.title |
Customer service provision performance in Public organization in Tanzania The case of weights and measures agency: Kigoma Region |
|
| dc.type |
Thesis |
|