A Dissertation Submitted in Partial Fulfillment of Requirements of the Degree of Masters of Public Administration (MPA) of
Mzumbe University
This study aimed at examined the citizens’ perception on the quality of services delivery by Zanzibar Civil Status Registration Agency (ZCSRA). The specific objectives of the study were to examine the institutional and legal frameworks guiding the ZCSRA; to determine the adherence to the legal and institutional frameworks in the delivery the ZCSRA services; to determine the quality of the services provided by ZSCRA and to assess the citizens’ perception on the quality of services delivered by ZCSRA. The study was conducted in Southern Region of Unguja in Zanzibar and it involved a sample size of 70 respondents. The SERVQUAL and the service quality models were deployed in the study. Data were obtained through triangulation of questionnaire, face to face interview and documentary reviews. The general findings of this study show that customers view the service quality delivered by ZCSRA to meet all five service quality dimensions namely, tangibility, reliability, responsiveness, assurance and empathy although the two dimensions, tangibility and empathy were slightly less effective while the rest are perceived to be effective. Majority of the respondents agreed and were satisfied with the quality of services provided by the ZCSRA. However, the service delivery is challenged with some issues relating with payment, time and education. Therefore, the study recommends the need to address all plausible challenges in order to promote the quality of services provided by the ZCSRA for the sake of meeting the preferences of its citizens in services delivery. This includes the need to modernize the centers, build capacity to the middle staffs, put in place good and modern infrastructure, reduce the long process, and reduce payment so that even for poor customers can afford.