Masters thesis
The study was conducted at SIDO Kigoma Region in 2014. The study was on the Assessment of Customers‟ Satisfaction on Services Provided by Public Institutions. The objective of this study was to assess the level of customers‟ satisfaction of the services provided by SIDO. Data were collected from the sample size of 100 respondents who included SIDO customers, SIDO staff and SIDO stakeholders. The research instruments used to collect data were unstructured interviews, questionnaires and documentary sources and the sampling techniques used were simple random sampling and purposive sampling.
The findings of this study revealed that there is a need for SIDO staff to be empowered in different areas so as to improve the level of customer‟s satisfaction; also SIDO needs financial support from the government so that it can provide services more effectively and efficiently.
The conclusion of the study from the findings is that there is inadequate knowledge to SIDO staff on customer‟s satisfaction and also SIDO dissatisfies customers because it has failed to access funds from the government to implement the expected plans.
The recommendations made in respect of these results, is that, employees from the Regional Office should be well trained on customer satisfaction, efforts should be made by the SIDO Director General to emphasize the application of customers‟ satisfaction and make available relevant documents of customer satisfaction to all employees in order to access information within the organisation. Proper mechanisms should be instituted in dealing with SMEs complaints promptly and improving accessibility of its services probably through widespread office.