Factors influencing service quality and customer satisfaction in public organizations: the case of Tanzania Bureau Standards (TBS)
| dc.contributor.author | Ridhiwani, Ramadhan | |
| dc.date.accessioned | 2019-12-19T14:31:28Z | |
| dc.date.accessioned | 2020-01-08T09:55:46Z | |
| dc.date.available | 2019-12-19T14:31:28Z | |
| dc.date.available | 2020-01-08T09:55:46Z | |
| dc.date.issued | 2008 | |
| dc.description | Available in print form, East Africana Collection, Dr. Wilbert Chagula Library | en_US |
| dc.description.abstract | The study investigated factors influencing service quality provided by customers and their satisfaction in public organization using a case study of Tanzania Bureau of standard (TBS). The study identified quality attributes sought by customers from a non-profit making public organization, assessed whether satisfaction level was related to overall service quality and customer trust. Service quality was measured by examining the trends of industrial certified products, reduction of consumers complaints and absence of counterfeits as well as sub-standard products in the market, that was done in terms of five services quality dimension attributes namely; assurance, responsiveness, reliability, empathy and tangibles. The study area was n Dar es Salaam as taking the advantage that it is the main business city in the country. A quantitative method was used to collect data from TBS customers (manufacturing Industries) where by deliberate sampling. Simple random and convenience sampling techniques used in this study, Self-completion of questionnaires by respondent’s convenience yielded a response of 5.6%. Frequencies percentage, distributions and Person correlation for significance (at 0.01) were used in data analysis. Results revealed that, customers identified service quality attributes, on average, from empathy attributes, followed by reliability of service quality attributes. Other factors like firm’s offers, honest, integrity and employees, competence also were found to influence customer satisfaction. However based on service quality, the most unsatisfactory level was indicated on sub-standard and counterfeit products in the market. TBS`s service charter, and TBS`s products quality certification scheme and accessibility of information. Finding also revealed that an increase in customer trust and service quality leads to increase in customer satisfaction. | en_US |
| dc.identifier.citation | Ridhiwani, R (2008) Factors influencing service quality and customer satisfaction in public organizations: the case of Tanzania Bureau Standards (TBS), Master dissertation, University of Dar es Salaam | en_US |
| dc.identifier.uri | http://localhost:8080/xmlui/handle/123456789/5905 | |
| dc.language.iso | en | en_US |
| dc.publisher | University of Dar es Salaam | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | Public organizations | en_US |
| dc.subject | Tanzania Bureau Standards (TBS) | en_US |
| dc.title | Factors influencing service quality and customer satisfaction in public organizations: the case of Tanzania Bureau Standards (TBS) | en_US |
| dc.type | Thesis | en_US |