Effect of Customer Service Charter on Service Quality in Local Government Authorities in Tanzania:

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.