Zakaria, Sumbuko
(2018)
Assessing Service Quality and Most Vulnerable Children Satisfaction: A Case of Social Action Trust Fund.
Masters thesis, The Open University of Tanzania.
Abstract
Quality is commonly considered as being a key factor that influences customer satisfaction. The objective of the study was to assess the service quality perceived by Most Vulnerable Children (MVC) at satisfaction based on the SERVQUAL model, a case of Social Action Trust Fund. The study focused on four regions with five Implementing Partners with 100MVC constituting the sample size. Service quality dimensions (reliability, responsiveness, tangibility, assurance and empathy) were independent variables while MVC satisfaction was dependent variable. Descriptive statistics comprising percentages and tables were used for data presentation and analysis. A simple random sampling was employed in the study with Statistical Package for Social Sciences (SPSS version 15) used for analysis. Multiple linear regression model was used. This study was measured under five dimensions of SERVQUAL model. The study revealed that MVC satisfaction with SATF services is affected by the two dimensions; (responsiveness and empathy). It was recommended that policymakers can opt from a set of service quality dimensions to improve the quality of service by using an effective customer responsive strategy to ensure school teachers are equipped with quality response and to build closely relationship between school, IPs and SATF. The study recommends also that empathy should be addressed by making a culture of recognizing names of beneficiaries at least by visiting their location or homes several times for recognition purposes.
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