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This study intended to examine the influence of employee motivation on
organisational non-financial performance at Tanzania Revenue Authority, (TRA)
Tanga City. The research was carried out at TRA Tanga City Tanzania. The study
was guide by specific objectives which were to: identify factors that influence
motivation of employees; determine the effect of motivation on service delivery
speed; determine the effect of motivation on service quality at TRA Tanga City, and
the last one but not least to determine the effect of motivation on productivity at TRA
Tanga City. Data were collected through Questionnaires and documentary review.
The questionnaires were administered to TRA Staffs and Traders of Tanga City who
were customers of TRA Tanga City. Documentary review was used to collect
information on service delivery speed.
The study used descriptive statistics (frequencies, and percentages) to answer one
research question of the study. Spearman Rank Correlation Coefficient was also used
to test the remained three hypotheses of this study. From the findings, the researcher
concludes that extrinsic motivational factors; salary and job security were the most
valued factors by employees at TRA Tanga City. However other factors, intrinsic
motivational factors; growth opportunities and recognition were found to be next to
above mentioned factors in the ranking order. The study also found that, motivation
had significant influence on service quality and productivity at TRA Tanga City; but
to the contrary motivation was found to have no significant influence on service
delivery speed at TRA Tanga City.
The study generally concludes that the management should put enough emphasise on
the most valued motivational factors. Applying appropriate motivational factors will
lead to the improvement in service quality, productivity and ultimately organisational
performance. |
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