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The research intended to investigate the service quality in social security scheme in
Tanzania, whereby the objective of this study is to identify factors that affect service
quality in social security schemes, to evaluate factors with significant contribution to
customer satisfaction in service organization as well as to determine ways for improving
service quality in social security schemes.
The evaluation was done to determine service quality in social security scheme in
Tanzania at NSSF Tanga regional office whereby the respondents who were NSSF
Members, NSSF pensioners and NSSF workers responded that good customer services
offered as one among the factors contributing to service quality in social security
scheme.
The target population of the research also involved both male and female who are NSSF
members, NSSF workers and NSSF pensioners. A sample size of 50 was drawn. Simple
random sampling method was adopted in selecting a sample size because it is based on
the subjective judgment of the researcher, rather than random selection
Also, the main instrument which was used in collecting data was questionnaire method
since it keep large amount of information and relatively easy to analyze during data
analysis.
Education towards importance of pensions funds, should be increased so as to improve
service quality provided by NSSF due to the fact that the fund could improve the service
quality to its customers Furthermore, consideration of views and amend Act and modernization of social
security system should be modified as a way of improving service quality among
pensions funds in the country. |
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