| dc.creator |
Joannes, Mariajovina |
|
| dc.date |
2020-08-27T12:23:15Z |
|
| dc.date |
2020-08-27T12:23:15Z |
|
| dc.date |
2020 |
|
| dc.date.accessioned |
2021-05-05T07:42:01Z |
|
| dc.date.available |
2021-05-05T07:42:01Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192/3829 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/3829 |
|
| dc.description |
A Research Report Submitted to the School of Business in Partial/Fulfillment of the requirements for Award of Bachelor Degree of Business Administration in Procurement and Logistics Management of Mzumbe University |
|
| dc.description |
,This research report was about assessing the influence of Quality Management System in customer satisfaction which was conducted in Government Procurement Service agency (GPSA) at Tabora Region. The study was conducted for 17 weeks. The main objective of this research report was to assess the effect of quality management system on customer satisfaction. The specific objectives were to identify the effect of employee involvement, service quality and field operation on customer satisfaction.
From the research, it was observed that there were three main quality management activities which done to influence customer satisfaction which are employee involvement, service quality and field operation. The study was established that the employee involvement, service quality and field operation have significant influence on customer satisfaction in Public Organization.
This study recommends that GPSA should carry out training and development programs in order to be successful in business operation, do an in-depth understanding of the Organizational environment, an insight regarding training and development options and career development approach to weld in employees into organizational effectiveness and knowledge sharing to improve customer satisfaction. GPSA should ensure that employees to be great at customer service they create an Organization culture focused on caring. Have a good understanding of what their customers want and establish good lines of communication. GPSA need to maintain continuously improves their products and services. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Quality Management System, Customer Satisfaction, Public sector, Service Quality |
|
| dc.title |
the influence of Quality Management System on Customer satisfaction in Public sector: A Case Study of Government Procurement Services Agency |
|
| dc.type |
Thesis |
|