THE EFFECTS OF JOB SATISFACTION ON SERVICE QUALITY AMONG BABATI RESIDENTS

Abstract

This study examines the effects of job satisfaction on service quality among employees of Babati Town Council in Manyara Region, Tanzania. The study was motivated by persistent challenges of employee dissatisfaction within local government authorities, which undermine motivation, accountability, and service responsiveness. Guided by Herzberg’s Two-Factor Theory, the research analyzed how salary, job security, and working conditions influence employees’ satisfaction and, consequently, the quality of public service delivery. The study adopted a pragmatist philosophy and employed a mixed-methods approach using an explanatory sequential design. Quantitative data were collected from 111 employees through structured questionnaires, of which 104 were valid for analysis, while qualitative insights were gathered from 11 purposively selected key informants through semi-structured interviews. Quantitative data were analyzed using descriptive statistics in SPSS version 26, while qualitative data were thematically analyzed. The findings revealed that salary, job security, and working conditions significantly influence job satisfaction and service quality. Salary-related factors particularly adequacy, fairness, and timeliness were found to directly affect employee motivation and commitment to service delivery. Job security emerged as a key determinant of satisfaction, as employees with stable employment and clear promotion prospects demonstrated higher morale and service responsiveness. Similarly, conducive working conditions characterized by safe environments, manageable workloads, and adequate facilities were strongly associated with improved satisfaction and performance. The reliability analysis yielded Cronbach’s Alpha coefficients above 0.80 for all variables, confirming strong internal consistency. Qualitative results further supported these findings, revealing that employees view timely salary payment, job stability, and supportive working environments as vital to enhancing morale and accountability. Conversely, poor supervision, limited resources, and perceived inequities in pay were cited as key sources of dissatisfaction leading to inefficiency and low-quality service delivery. The study concludes that improving job satisfaction through fair remuneration, employment stability, and favorable working environments is essential for strengthening local government performance. It recommends that Babati Town Council regularly review its human resource policies to ensure equity, motivation, and improved public service outcomes.