Determinants of service quality delivery in public organizations: the case of Tanzania revenue authority (TRA)

The study aimed at identifying major service quality determinants for TRA services. The gaps between customer's expectations and perception on service delivery by TRA and management perception of quality service delivery were analysed. Relevant literature, concepts and theories on quality service delivery were used in the process of identifying major service quality determinants for TRA services. A total of 45 respondents from Dar-es Salaam region were contacted in the process of data collection. Descriptive statistics were used to analyse data collected. The findings suggest that, there is a gap between TRA customers' expectations and perception of quality service and TRA management perception of the quality service delivery. This has been justified by different responses on the determinants of quality services between TRA customers and TRA management. More aborts we required to get feedback from taxpayers and other visitors on service delivery which will assist TRA management to know what exactly their customers expect and perceive the TRA services. Change of TRA employees' mindset is very important so that they can be responsible and positive to customers' needs, thus, quality service delivery. This will assist TRA management to reduce the gap that exists between TRA management and customer (taxpayers) on the major determinants of service quality delivery at TRA.