Assessment of the effectiveness of implementation of the clients’ service charter in Tanzanian government organizations and its impact on customer satisfaction: case study of Tanzania Food and Drugs Authority (TFDA) and Government Chemist Laboratory Agency (GCLA)

dc.contributor.authorSevere, Chrispin Mesiaki
dc.date.accessioned2019-07-22T05:28:04Z
dc.date.accessioned2020-01-08T09:49:53Z
dc.date.available2019-07-22T05:28:04Z
dc.date.available2020-01-08T09:49:53Z
dc.date.issued2012
dc.descriptionAvailable in print formen_US
dc.description.abstractThe main objective of the study was to assess the effectiveness of implementation of the Clients’ Service Charter (CSC) in government organizations and its impact on customer satisfaction. The research employed descriptive cross-sectional approach and used purposeful judgment sampling procedure to reach a sample size of 174. TFDA and GCLA as case study were examined whereby data was collected through semi-structured questionnaires and interviews to respective management members, staff and customers and through reviewing various organizational documents. Using a SPSS, collected data was summarized and presented in tables, figures and text forms for easy of interpretation. Responses were also regressed to obtain the correlation between the variables according to the hypotheses.The study findings revealed that CSCs are not effectively implemented in government organizations. Furthermore, the level of awareness of existence of CSC among staff who are service providers is very low (20%) as compared to management members (100%) justifying the weaknesses in CSC implementation strategies among MDAs. It was also found through regression analysis that there is a direct relationship between effective implementation of CSC and provision of quality services. Among the impacts of ineffective implementation of CSCs is poor service delivery and consequently low customer satisfaction levels. It is therefore recommended to the government to ensure that CSCs and other reform programmes are well communicated, shared and understood by stakeholders. Their implementation should be monitored and measured by well formulated indicators in order to maintain quality service delivery to customers.en_US
dc.identifier.citationSevere, C. M (2012), Assessment of the effectiveness of implementation of the clients’ service charter in Tanzanian government organizations and its impact on customer satisfaction: case study of Tanzania Food and Drugs Authority (TFDA) and Government Chemist Laboratory Agency (GCLA), master dissertation, University of Dar es Salaam (available at http://41.86.178.3/internetserver3.1.2/detail.aspx)en_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/4950
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectCustomer serviceen_US
dc.subjectCustomer satisfactionen_US
dc.subjectClients' service charteren_US
dc.subjectTanzania Food and Drugs Authority (TFDA)en_US
dc.subjectGovernment Chemist Laboratory Agency (GCLAen_US
dc.titleAssessment of the effectiveness of implementation of the clients’ service charter in Tanzanian government organizations and its impact on customer satisfaction: case study of Tanzania Food and Drugs Authority (TFDA) and Government Chemist Laboratory Agency (GCLA)en_US
dc.typeThesisen_US
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