Abstract:
In Tanzania, many people complain about the quality of customer service
representatives, facilities, procedure or policies and the general atmosphere of
TANESCO institutions. In addition, the delivery of service by public sector is not
properly tailored to customer needs. In that cause, the study aimed at finding out the
impact of good governance practices on service delivery in TANESCO. The study
was conducted at TANESCO-Wanging’ombe District in Njombe Region-Tanzania.
The study employed pragmatism philosophical approach and used questionnaire and
interview tools to collect data. The study used SPSS for data analysis and presented
findings through descriptive statistics, employing frequency and percentages in
tabular forms.
The study reached 85 respondents, including 13 interviewees who are primary
customers and officers of TANESCO respectively. There is a reasonable practice of
good governance adherence to at TANESCO-Wanging’ombe District. Further
findings revealed that, good governance contributes to quality service delivery at
TANESCO. The study further found that good governance practices at TANESCO
are hindered by various factors such as political interference, favouritism,
bureaucracy, corruption and delays.
The study recommended for TANESCO to ensure that all staff are aware of the
principles of good governance and adhere to them in their daily operation. The study
also recommends that the Government of the United Republic increase funding to
TANESCO to alleviate the institution's financial constraints, enabling it to procure
genuine electrical equipment to replace aging infrastructure. This will help reduce
frequent electricity outages, which pose significant economic risks to customers.
