A comparison of perception of quality of service between private companies and government agencies in Tanzania: the case of the Pharmaceutical Industry in Dar es Salaam
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Date
2009
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
Customers are having varying opinions on the pharmaceutical service they get. They are dissatisfied with the quality of the services they get. The present study sought at the services offered by private companies and government agencies, with the view to giving suggestions for improving the quality of such services. The study was conducted in two Pharmaceutical companies in Dar es Salaam and comprised of 100 respondents. The study employed both quantitative and qualitative approaches, the methods of enquiry included questionnaires, interviews, observations and documentary reviews. Descriptive analysis and content analysis were used to analyze the collected data. The findings indicate that major types of the effects identified include feedback speed up of service and building relationship. Feedback enables the company to capture various kinds of information from clients. Interactions speed up delivery of services to customers. The findings indicate that clients’ perceptions on the waiting time to be short, but those of the Medical Stores Department and Shelys Comopany. It was noted that a higher proportion of Shelys’ clients’ perceived waiting time to be short, but those of the Medical Stores Department said the waiting time was long. The findings also indicate that there are five main strategies for improving the quality of services. The strategies were ranked in the order of their importance. They include improvement of drugs availability, reducing waiting time, improvement of staff training, motivation of staff, and enhancement of staff commitment. The study came up with various recommendations, notably effective training of both senior and junior staff, implementation of the company’s’ mission statements, simplification of service delivery procedures, by eliminating of bureaucratic procedures and motivating the staff by increasing their salaries and building job satisfaction.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class Mark (THS EAF HF5415.5.T34A22)
Keywords
Pharmaceutical industry, Customer services, Private companies
Citation
Abeid, I (2009) A comparison of perception of quality of service between private companies and government agencies in Tanzania: the case of the Pharmaceutical Industry in Dar es Salaam, Master dissertation, University of Dar es Salaam