Browsing by Author "Kimaro, Aisa Raymond"

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    Assessment of the employees’ perceptions towards service quality delivery in pension funds: the case of public service pensions fund
    (University of Dar es Salaam, 2010) Kimaro, Aisa Raymond
    The objective of this study was to assess the employees’ perception towards service quality delivery in pension funds, a case of Public Service Pensions Fund (PSPF). Data were collected using questionnaire based on SERVQUAL which was developed and placed at PSPF to test the employees’ expectations and perceptions on five dimensions of service quality, (Reliability, Tangibles, Responsiveness, Assurance and Empathy). Data were analyzed using a software package, SPSS (Statistical Package for Social Scientists) and Microsoft Excel. The results showed that the perception scores were significantly different from expectations scores. All the service quality differences (SQ=P-E) were negatively scored. This indicates that employees had negative perceptions in all five dimensions of services offered by the PSPF. The service quality dimensions that showed the largest gaps proved to be Empathy and Assurance followed by Responsiveness. Management and staff need to focus their attention on these dimensions so that they can increase the service quality that they offer their clients, so as to meet or exceed employee and clients’ expectations.