Assessment on service quality provided by the Government executve agencies in Tanzania: the case of Tanzania Public Service College (TPSC)
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Date
2008
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The Tanzania Public Service College was established in August 2000, with responsibilities among others being to improve the training quality and development needs to the public service. The main objective of this study was to assess the service quality provided by the Tanzania government executive agencies, the case study of the Tanzania Public service college with motive of discovering areas and issues the need improvements and thereof recommending the ways to best serve the public interests. The researcher has need a cross-sectional descriptive research design. Data collection process was done after pre-testing of the questionnaires, and both primary and secondary data were utilized. The questionnaires comprised of two sets, one for customers and the second one for the service providers which were administered in personal. In the data analysis, the Statistical Package for Social Sciences (SPSS) was used and the testing of the hypotheses was done based on Person Chi-squire. The study finding show that the quality of services, and customer satisfactions at Tanzania Public Services College, are on overage. However, the findings have identified some factors such as insufficient reading material, shortage of trainers, insufficient class rooms, poor records keeping, delay in releasing examination results, delay in transcripts and certificates which do not affect the level of customers satisfaction. The study recommends to the TPSC Management to take measures to address those factors and be responsive to customers’ needs.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class Mark (THS EAF HF5415.5.A42)
Keywords
Government executives, Administrative agencies, Customer service, Tanzania Public Service College, Customer satisfaction, Quality control, Tanzania
Citation
Akaro, C. S. C(2008) The Tanzania Public Service College was established in August 2000, with responsibilities among others being to improve the training quality and development needs to the public service. The main objective of this study was to assess the service quality provided by the Tanzania government executive agencies, the case study of the Tanzania Public service college with motive of discovering areas and issues the need improvements and thereof recommending the ways to best serve the public interests. The researcher has need a cross-sectional descriptive research design. Data collection process was done after pre-testing of the questionnaires, and both primary and secondary data were utilized. The questionnaires comprised of two sets, one for customers and the second one for the service providers which were administered in personal. In the data analysis, the Statistical Package for Social Sciences (SPSS) was used and the testing of the hypotheses was done based on Person Chi-squire. The study finding show that the quality of services, and customer satisfactions at Tanzania Public Services College, are on overage. However, the findings have identified some factors such as insufficient reading material, shortage of trainers, insufficient class rooms, poor records keeping, delay in releasing examination results, delay in transcripts and certificates which do not affect the level of customers satisfaction. The study recommends to the TPSC Management to take measures to address those factors and be responsive to customers’ needs, Master dissertation, University of Dar es Salaam