Master Thesis
This research aimed at assessing the influence of Quality Customer Service Management in Employees Satisfaction in Public Organization. The researcher conducted a survey study at Sengerema District Council to find out the elements of quality customer service management used in public organizations; the influence of quality service management on employee satisfaction, and to identify strategies used to improve quality customer service management in public organizations. The study employed a non-probability sampling mainly through qualitative and quantitative methodologies. The study further used survey method where data were collected through 25 administered questionnaires and reviewing some of the documents related to the study. The study reveals various weaknesses that can be termed as challenges of Quality Customer Service Management in Employees Satisfaction in Public Organization. These challenges includes poor knowledge of employees on quality customer services, lack of knowledge on who should exactly enforce quality customer service management in public organizations, the exact meaning of quality customer service management, characteristics of quality customer service management, creation of environment that can force customer to provide bribe to get services in public organizations, and finally ways that can be used to improve quality customer service management in public organizations. The study recommand that the Government should seek governance or hirarchical order which will include employees in decision making so that employees could identify their role on serving valuable customers. Public organization should apply customer centered method in their operations so as to satisfy customers that could bring good reputations to the Government. All factors that shows disatisfaction by employees to customers in public organizations should be reviewed by fulfulling the employees‟ needs to improve quality performance. Public organizations should arrange training on employees on customer service management and should enforce transparency, team work, and accountability among employees.