Utilization of client service charter: an experience from Dodoma municipal council–Tanzania
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Diva Enterprises Pvt. Ltd.(DE)
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Also available at: http://www.indianjournals.com/ijor.aspx?target=ijor:ijpss&volume=2&issue=9&article=027
Inconsistency of Clients Service Charter (CSC) effects and lack of literature on CSC influenced this study to be conducted by examining the utilization of CSC in Local Authorities (LAs) with particular reference to Dodoma Municipal Council. This study employed a case study design. A sample size of 118 clients was purposively selected. The sample comprised 60 internal customers’ and 58 external customers. The study concludes that there is poor utilization of CSC in DMC because since the establishment of the charter, it has not been made public. In addition there is no any effort taken by the DMC management to make it operational. The study found that despite CSC being not implemented, majority of the external customers were satisfied by the services provided by DMC. On the other hand, majority of the internal customers were not satisfactory by the services offered by DMC.
Inconsistency of Clients Service Charter (CSC) effects and lack of literature on CSC influenced this study to be conducted by examining the utilization of CSC in Local Authorities (LAs) with particular reference to Dodoma Municipal Council. This study employed a case study design. A sample size of 118 clients was purposively selected. The sample comprised 60 internal customers’ and 58 external customers. The study concludes that there is poor utilization of CSC in DMC because since the establishment of the charter, it has not been made public. In addition there is no any effort taken by the DMC management to make it operational. The study found that despite CSC being not implemented, majority of the external customers were satisfied by the services provided by DMC. On the other hand, majority of the internal customers were not satisfactory by the services offered by DMC.
Keywords
Client, Service charter, Client service charter, Internal clients, CSC, External clients, Dodoma, Tanzania, Local authority