Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza
A dissertation Submitted to Mzumbe University as a partial fulfillment of the requirement for the award of Masters of Business Administration (MBA-CM) of Mzumbe University
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| Format: | Thèse |
| Langue: | anglais |
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Mzumbe University
2025
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| Accès en ligne: | https://scholar.mzumbe.ac.tz/handle/123456789/1857 |
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| _version_ | 1820347762859835392 |
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| author | Anthony, Adrian |
| author_facet | Anthony, Adrian |
| author_sort | Anthony, Adrian |
| collection | DSpace |
| description | A dissertation Submitted to Mzumbe University as a partial fulfillment of the requirement for the award of Masters of Business Administration (MBA-CM) of Mzumbe University |
| format | Thesis |
| id | oai:41.59.85.69:123456789-1857 |
| institution | Mzumbe University |
| language | English |
| publishDate | 2025 |
| publisher | Mzumbe University |
| record_format | dspace |
| spelling | oai:41.59.85.69:123456789-18572025-01-02T07:32:28Z Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza Anthony, Adrian Employee satisfaction Customer service management Quality services Public organization A dissertation Submitted to Mzumbe University as a partial fulfillment of the requirement for the award of Masters of Business Administration (MBA-CM) of Mzumbe University This research aimed at assessing the influence of Quality Customer Service Management in Employees Satisfaction in Public Organization. The researcher conducted a survey study at Sengerema District Council to find out the elements of quality customer service management used in public organizations; the influence of quality service management on employee satisfaction, and to identify strategies used to improve quality customer service management in public organizations. The study employed a non-probability sampling mainly through qualitative and quantitative methodologies. The study further used survey method where data were collected through 25 administered questionnaires and reviewing some of the documents related to the study. The study reveals various weaknesses that can be termed as challenges of Quality Customer Service Management in Employees Satisfaction in Public Organization. These challenges includes poor knowledge of employees on quality customer services, lack of knowledge on who should exactly enforce quality customer service management in public organizations, the exact meaning of quality customer service management, characteristics of quality customer service management, creation of environment that can force customer to provide bribe to get services in public organizations, and finally ways that can be used to improve quality customer service management in public organizations. The study recommends that the Government should seek governance or hierarchical order which will include employees in decision making so that employees could identify their role on serving valuable customers. Public organization should apply customer centered method in their operations so as to satisfy customers that could bring good reputations to the Government. All factors that show dissatisfaction by employees to customers in public organizations should be reviewed by fulfilling the employees‟ needs to improve quality performance. Public organizations should arrange training on employees on customer service management and should enforce transparency, team work, and accountability among employees. Private 2025-01-02T07:32:25Z 2025-01-02T07:32:25Z 2014 Thesis APA https://scholar.mzumbe.ac.tz/handle/123456789/1857 en application/pdf Mzumbe University |
| spellingShingle | Employee satisfaction Customer service management Quality services Public organization Anthony, Adrian Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza |
| title | Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza |
| title_full | Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza |
| title_fullStr | Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza |
| title_full_unstemmed | Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza |
| title_short | Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema district council – Mwanza |
| title_sort | influence of quality customer service management in employees satisfaction in public organization a case of sengerema district council mwanza |
| topic | Employee satisfaction Customer service management Quality services Public organization |
| url | https://scholar.mzumbe.ac.tz/handle/123456789/1857 |
| work_keys_str_mv | AT anthonyadrian influenceofqualitycustomerservicemanagementinemployeessatisfactioninpublicorganizationacaseofsengeremadistrictcouncilmwanza |