Abstract:
This study assessed the effect of customer service charter on service quality at Moshi Municipal
Council. Specifically, the study examined the extent of implementation of customer service
charter, assessed employees’ perceptions about the effects of customer service charter on
quality of services, identified challenges that inhibit implementation of customer service charter,
and determined strategies for improvement of implement of customer service charter at Moshi
Municipal Council. The study applied case study design which involved quantitative research
approach. The study involved a sample size of 130 respondents who included customers
(n=75), and employees (n=55) selected from the department of health at Moshi Municipal
Council. Data were collected through a structured questionnaire. Analysis of data was
performed through descriptive statistics comprising of mean and standard deviation. The study
findings showed that customers were not aware of the existence of customer service charter,
and were not involved in the formulation of the charter. The study also found that employees
held positive perception regarding the effects of customer service charter as a tool for improving
reliability and responsiveness of service quality. The findings of the study also revealed that
implementation of customer service charter in Moshi Municipal Council is affected by shortage
of employees, finances, and transport facilities, lack of proper orientation of employees and
customers regard the customer service charter, and limited stakeholder participation in
formulation of the customer service charter. The study identified six strategies for improving
implementation of the customer service charter in the department of health at Moshi Municipal
Council. The strategies included stakeholder involvement in formulation of customer service
charter, provision of customers’ awareness regarding the customer service, increasing physical
facilities and number of health workers, allocation of sufficient budget in service provision and
regular auditing of compliance with the customer service charter. The study concludes that
despite lack of customers’ awareness, customer service charter has a potential effect on service
quality at Moshi Municipal Council.
