Human resource characteristics and quality service delivery in public institutions in Tanzania: a case study of national council for technical education (NACTE)

This study investigated human resource characteristics and quality service delivery in public institutions in Tanzania, a case of NACTE. The reviewed independent variables were based on skills, knowledge and ability while a dependent variable characterized as quality service delivery. Application of competences acquired at different educational levels reflected by means of quality service delivery. The study intended to establish and recommend quality service delivery strategies in alignment with training acquired. The study particularly sought to evaluate quality of service offered at different institutions and this was conceived due to the fact that, percentage representing technical education quality, in some fields, was below fifty percent. Circumstances and operational environment of the technical education to reflect demand of clients’ have been mis-aligned as they are partially full achieved. The study was conducted through cross-sectional survey. Data were collected using questionnaires, focused group and interview presented each method carrying 12, 5 and 3 respectively, which were from 20 staff randomly selected. Data were analyzed using Scientific Package for Social Sciences (SPSS) and presented in tables. The study established that status of skills, knowledge and ability, which determines quality service delivery in public institutions, had a direct impact on training acquired and thus examined together. It is concluded that, human resource characteristics should be aligned with quality service delivery. It recommends that, special initiatives should be made to bring changes on quality to human resources by providing valuable inputs from different sources.