Assessment of Quality of Services and Customer Satisfaction with the Services of Tanzania Revenue Authority: A Case of TRA Customers

Masawe, Veneranda (2015) Assessment of Quality of Services and Customer Satisfaction with the Services of Tanzania Revenue Authority: A Case of TRA Customers. Masters thesis, The Open University Of Tanzania.

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Abstract

This study aimed at assessing the quality of services and customer satisfaction with the services of Tanzania Revenue Authority. Specifically the study was to assess the extent to which the quality of services of Tanzania Revenue Authority (TRA) satisfied its customer, to determine the factors accounting for the level of customer satisfaction among the services of TRA, to identify the challenges faced by customer in accessing TRA’s services and to find out the challenges faced by TRA in providing quality services. The methodology used to conduct this study was descriptive and exploratory research designs and involved the use of questionnaire and interview as the primary tools for data collection. The study found that TRA has satisfied its customers at moderate extent whereby the average mean was 2.93 which was interpreted as moderate satisfaction of the services delivery by the customers. However, factors accounting for the level of customer satisfaction in TRA service delivery, according to the order of priority, were general level of customer care in TRA, duration of working hours by TRA officers, efficiency of TRA officers in serving customers to mention the few. The study found out that the high challenges faced by customers in accessing TRA services were long waiting hours for the services to mature and existence of corruption and bribe in TRA among others. Lastly, concerning with the challenges faced by TRA in providing services, the study found that political interference and lack of staff motivation were the highest challenging factors. The study recommended for the management of TRA to try hard to fix the problems facing both customers and TRA itself in order to influence customer satisfaction.

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