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The main intention of the research was to investigate the causes of customer complaints in public organizations. The study was guide by both the general objective and specific objective to find the cause of customer complaints in public organization.
The study was case study research design which employed questionnaire, interview, observation and documentary to collect the qualitative data. Purposively or judgmental sampling techniques sampling techniques was used in the sample of 50 respondents from the targeted area in which 6 respondents were interviewed and 45 respondents were responding to questionnaire.
Findings indicate that customer complaints have bad impact in District Council as a public organization in Kyela District due to network breakdown, corruption, and unfulfilled promises, favoritism, and the gap between expected services and the actual services delivery. This is from 50 respondents and other methods of interview, observation and documentary methods.
Customer complaints reveal weakness and problems in the organization which create opportunities for development of an organization if well managed. Handling customer complaints should be taken serious and customer should be given opportunity to be heard.
It was suggesting that the organization need to establish a good and effective complaint handling system provide education to customer, to take the reasonable step to ensure that customer get information and to establish a sound customer care management.
The study concludes that an organization should develop progressive research and programmers of looking all indicators of complaints, listening idea from customers and exchange views with them for betterment of organization. |
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