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

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dc.contributor.authorNdunguru, Honester Benedict
dc.date.accessioned2019-11-28T15:21:44Z
dc.date.accessioned2020-01-08T09:53:38Z
dc.date.available2019-11-28T15:21:44Z
dc.date.available2020-01-08T09:53:38Z
dc.date.issued2007
dc.descriptionAvailable in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HJ1645.T34N38)en_US
dc.description.abstractThe 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.en_US
dc.identifier.citationNdunguru, H.B (2007) Determinants of service quality delivery in public organizations: the case of Tanzania revenue authority (TRA).Master dissertation, University of Dar es Salaam, Dar es Salaam.en_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/5649
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectTax collectionen_US
dc.subjectRevenueen_US
dc.subjectPublic organizationen_US
dc.subjectCustomer servicesen_US
dc.subjectTanzania Revenue Authorityen_US
dc.titleDeterminants of service quality delivery in public organizations: the case of Tanzania revenue authority (TRA)en_US
dc.typeThesisen_US

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