A Dissertation Submitted in Partial Fulfillment of the Requirements for the
Degree of Master of Business Administration in Corporate Management
(MBA-CM) of Mzumbe University
The main purpose of the study was to examine the influence of employee’s
motivation on the quality of services offered to customers at Tanzania
Telecommunication Corporation. The specific research objectives were to explore
types and level of employee’s motivation that enhance the provision of quality
customer services; to determine the factors that motivate employees to provide
quality services and; to assess demotivation factors that leads to poor customer
service delivery at TTCL Corporation. The study involved 82 respondents. Both
primary and secondary data collection methods were employed. Findings from the
study revealed that, there are various types and level of employee’s motivation that
enhance the provision of quality customer services at TTCL Corporation. However,
training opportunities were the most effective motivational package available at
TTCL, followed by working condition, decision making and availability of
incentives packages as their most effective motivational package. Furthermore, most
of the customers were satisfied with the services quality offered at TTCL as well as
the handling process of complaints at the corporation. This confirms that there is a
strong relationship between the corporation and the customers. Furthermore, the
study revealed that, there are various factors that motivate employees to provide
quality services at TTCL. It was further revealed that most of the motivating factors
such as promotion, salary increment, and team work did not motivate the employees.
Furthermore, the study revealed various factors that contributed to demotivation
among the employees at TTCL. The most mentioned factors include poor leadership,
Job insecurity, Unrealistic work load, as well as employees feeling undervalued.
However, it is recommended that there must be an introduction of training on issues
related to quality of services and motivation to the staffs at TTCL. There is a need
for the corporation to increase salary to the employees to motivate them in provision
of quality service to the public. Finally, various motivation programs which aim at
motivating employees at TTCL should be designed. These should include reward
and recognition to those employees who perform better in their work.