| dc.creator |
SOKO, ANSIGARY JOHN |
|
| dc.date |
2020-09-24T05:16:56Z |
|
| dc.date |
2020-09-24T05:16:56Z |
|
| dc.date |
2019-12-06 |
|
| dc.date.accessioned |
2021-05-05T08:08:36Z |
|
| dc.date.available |
2021-05-05T08:08:36Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192/4271 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/4271 |
|
| dc.description |
A Dissertation Submitted in partial fulfillment of the Requirements for the award of Masters Degree in Business Administration (MBA) of the Mzumbe University. 2019 |
|
| dc.description |
This study was conducted to examine the impact of employees’ attitude on customer service delivery. It is divided into five chapters, chapter one is an introduction and background information, statement of the problem, the significance of the study, research questions. Chapter two is subdivided into main objective and specific objectives, chapter three is research methodologies. Chapter four is about discussions of findings and report writing. Chapter five is conclusions and recommendation, data collection analyzed by using Statistical Package for Social Science (SPSS).
Analysis of the impacts of employee attitude in customer service delivery is very important due to employees attitude change during service customer delivery. The objectives of this study are to examine the factors affecting employees attitude on customer service delivery, to what extent do employees adhere customer service code of ethics and what are the impacts of the employee attitude on the organization performance. The questionnaire, interviewer and observation in addition of documentary review are methodologies which were used to collect data in this study. The rationale of this study is to enhance employee capability and maintain employee attitude consistency in provision of quality customer service in Tryce Agency Ltd.
The study reveals that employees attitude inconsistency during customer service delivery results to poor customer service. Findings show that there is a great relationship between employee attitude and customer service delivery. The respondent’s shows there are positive and negative relationships.
The study recommends employees’ positive attitude consistency is very crucial and a key factor for provision of quality customer service delivery and customer satisfaction in the Tryce Agency (T) Ltd. The study suggests that to control employees’ attitude against work, organizations and customers, as well as supervisors, need to go beyond codes of ethics and employ extra knowledge, there should be training to fill the gaps and increase motivation to employees to obtain positive results on their work of customer service. |
|
| dc.language |
en_US |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Employee’s attitude, service delivery customer service , TRYCE Agency Ltd. |
|
| dc.title |
IMPACT OF EMPLOYEE’S ATTITUDE ON CUSTOMER SERVICE DELIVERY: A CASE OF TRYCE AGENCY (T) LTD, ILALA MUNICIPAL |
|
| dc.type |
Thesis |
|