The public sector service quality and customer satisfaction in Shinyanga region.
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Date
2013
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Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
There is a gap between service provider’s perceptions and consumers of public services. This tends to frustrate both sides. The service providers consider themselves as providing “good quality” services, while the customers complaining of such matter as negligence, poor service quality and dissatisfaction. The study assessed the public sector service quality and customer’s satisfaction in Shinyanga region. The study objectives were to find out whether the customers are satisfied with service quality, to identify the service quality gaps on service delivery and to identify the factors that affecting delivery of quality services in the public sector.This study was conducted using qualitative and quantitative research approaches. The study employed descriptive research design. The instruments of data collection were questionnaire and documentary reviews, sampling techniques were simple random and convenience sampling. The study comprised of 89 respondents, 36 from the public sector employees, and 53 customers. Findings revealed that majority of customers were dissatisfied with the public sector service quality. Also there were insufficient service quality dimensions in the public sector service. Findings showed that, in all five dimensions of service quality, there was a gap between customer expectations and perceived service levels. The major contributors of the gaps seemed to be responsiveness implied that, the lack of service promptness, willingness of employees to help customers and tangibles implied that, the public sector has insufficient physical evidence such as physical facilities, equipments and appearance of personnel.The factors that affected delivery of quality services in public sectors were the insufficient resources like labour, equipments and financial (funds), corruption, employee’s incapacity, low technology adoption, ineffective communication channels and employees to be involved much in private activities.The study recommended that the public service department needs to provide more training to employees so as to enhance their customer service skills. More resources have to be provided to service providers and maintenance of communication between customer, employees and management of the public sector, taking stern measures against those public employee’s who perpetrate corruption, the use of ICT professional and adoption of technology in order to provide a reliable and quality of services to its customers.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.5.T34B34)
Keywords
Customer service, Customer satisfaction, Shinyanga (region), Tanzania
Citation
Balina, R.J (2013) The public sector service quality and customer satisfaction in Shinyanga region.Master dissertation, University of Dar es Salaam, Dar es Salaam.