Ally, Yahya2021-04-072021-04-072000Ally,Y (2000) The impact of attitudes and behaviors of customer-contact employees on customer perceptions of services of social Service quality : The case of National Security Fund (NSSF), Masters dissertation, University of Dar es Salaam, Dar es Salaam.http://41.86.178.5:8080/xmlui/handle/123456789/15045Available in print form, East Africana Collection, Dr.WilbertChagula Library, (THS EAF HF5549.5A83A44)There has been a general upsurge in service quality research in Tanzania in the last three to five years. This is because of the importance of the service quality concept to academic researchers and to practitioners as a means of creating competitive advantages in increasingly turbulent market environment. Despite this fact, little attention has been given to the role of attitudes and behavior of customer-contact personnel in the service quality construct. We may therefore, have limited knowledge about their effects on the quality of service provided by an organization. This study examines the attitudinal and behavioral aspects of customer-contact employees that can influence customer perceptions of service quality. The major research question was whether the results could help to explain the general level of service quality as perceived by customers in the context of NSSF. A study of fifty contact-employees in five NSSF regional offices was used to analyze the effects on service quality of multiple attitudinal and behavioral responses of contact-employees. Using simple and multiple linear regression analysis, the results indicate that contact employee job satisfaction, and self-efficacy have positive and significant effects on customer’s judgment on the level of service quality. Employees role stress was also found to affect employee job satisfaction, adaptability and self –efficacy and therefore, indirectly on service quality. The managerial implications and direction for further research have been discussedenAttitudes and behaviors of customercustomer perceptionsservices of social Service qualityNational Security Fund (NSSF)TanzaniaThesis