The impact of service quality on effectiveness of Bulky storage tanks calibration at weights and measures agency (WMA)

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University of Dar es Salaam
This study aimed at assessing the impact of services quality on the effectiveness of bulky storage tanks calibration. The study employed multi data triangulation for both quantitative research approaches due to the nature of the problem under study. The study was conducted in selected oil marketing companies and calibrating companies. The study involved 100 respondents for quantitative approach. Results from the study revealed that poor service provision by WMA impacted effectiveness of the Agency. In addition, it was revealed that customers were dissatisfied with how the agency was serving them. Respondents’ dissatisfactions were exhibited through service quality dimensions of Tangibility, Responsiveness, and Empathy. However, to a very little extent, there was fair satisfaction with Assurance and Reliability dimensions of service being offered to WMA. The study went further and analyzed tjhe reasons customers were dissatisfied with WMA. Service. The study revealed the following reasons; double roles performed by the agency, unethical behaviours by agency employees who did not adhere to professional ethics, delay in issuance of calibration reports including licenses and lack of fast service delivery by employees, all were reports to be likely reasons for the agency failure. The study recommended that WMA should withdraw from calibration role in order to bring equity in fair competition for the other competing for the other competing tank calibrators and amend all regulations contravening fair competition. Other recommendations included documenting procedures for certification, seek for traceability of its measurement standards from TBS and educate its staff on the need to change working habits from slow to fast workers.
Available in print form, East Africana Collection, Dr.Wilbert Chagula Library, ( THS EAF HF5415.I57M37)
Weights and measurers Agency, Storage tanks, Service quality
Maswe, J. M (2012) The impact of service quality on effectiveness of Bulky storage tanks calibration at weights and measures agency (WMA) Masters dissertation, University of Dar es Salaam, Dar es Salaam.