Customer satisfaction with public sector services in Tanzania: Evidence from the Tanzania Bureau of Standards (TBS)

Thomas E. Mwamkinga; Nithish Nair

doi:10.51867/ajernet.7.1.123

Auteurs

Thomas E. Mwamkinga AGE and GMU- Guglielmo Marconi University
Nithish Nair AGE and GMU-Guglielmo Marconi University

DOI :

https://doi.org/10.51867/ajernet.7.1.123

Mots-clés :

Customer Satisfaction, Public Sector, Service Quality, SERVQUAL, Tanzania Bureau of Standards

Résumé

Customer satisfaction is an important driver of organizational performance in both private and public sectors. In the public sector, it affects everything from how often people use services to how much they trust those services and whether they stay engaged with what the government is doing. This study examined customer satisfaction with public services at the Tanzania Bureau of Standards (TBS). The study employed a mixed-method design. The target population comprised TBS customers and members of the public across five regions in Tanzania. Using purposeful and simple random sampling techniques, a total of 100 respondents were selected. Data was collected by using questionnaires to customers and conducting in-depth interviews with key informants. Quantitative data were analyzed using descriptive statistics and qualitative data by thematic analysis. The findings show that customer satisfaction, public awareness, and institutional image at TBS had a strong positive influence on customer satisfaction. The study also found that responsiveness, reliability, and assurance were the strongest predictors of satisfaction. However, the study also noted that bureaucracy, resource limitations, and weak monitoring systems hindered service delivery at TBS. It recommends that TBS need to strengthen service delivery systems, enhance public engagement, and build institutional capacity so as to improve trust and effectiveness.

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