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This study aimed at assessing pensioners’ perfection towards social security funds service provision in Tanzania; PSSSF being a case study. The study in detail sought to measure the efficiency of PSSSF in responding to pensioners’ claims, to assess the level of satisfaction of pensioners on service provided by PSSSF and examine the challenges facing pensioners in accessing their benefits from PSSSF. The study is descriptive research in nature and employed cross sectional research design to solicit useful information. The study collected data by using questionnaires and interview guide questions. The study employed descriptive analysis to analyze the research objectives.
The study found that; there is inefficiency of PSSSF in responding to pensioners’ claims; as most of the respondents pointed out that Pensioners are not paid in time, pensioners/customer are not satisfied with the service and there is no good customer caring, pensioners are not satisfied on service provided by PSSSF; as most of the respondents disagreed on the point that service is reliable and get in time, members of the fund assured that after retirement age they could get their benefits and service is accessible for members. there are various challenges facing pensioners in accessing their benefits from PSSSF such as waiting time, efficiency of the services, problem handling, delay of the pension payments and Failure to educate those about to retire and retirees on the procedures for processing benefits.
The study recommends that; there is a need for the Government to intervene so as to ensure that members of PSSSF obtain improved retirement benefits, pension beneficiaries should make sure that they stay and keep their documents in order to support their claims during the application, PSSSF organization should employ qualified personnel who are qualified in human resource management and business administration, the organization should make sure that the services provided are advertised and promoted. Also, the organization should train their employee on customer service training to ensure good customer care and policy makers should make sure that they formulate policies which are beneficial to retirees. |
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