The Influence of Internal Customer Care Management on Employees Performance.

Kupeni, Leonia (2021) The Influence of Internal Customer Care Management on Employees Performance. Masters thesis, The Open University of Tanzania.

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Abstract

The study examined the influence of internal customer care management on employees' performance using Kilombero Sugar Company Limited (KSCL) as a study’s case. Specifically, the study assessed influences of supervisor behaviour, serving employees behaviour and working environmenton internal customer care services as determinants of employee performance. The study employed an explanatory research design anda sample of 92 purposively selected respondents. The study engaged mixed research design and deployed cross-tabulation with descriptive statistics, multiple linear regression and content analyses to analyse collected data. The study concludes that courteousness when providing services, provision of prompt service, listening to employees job-related needs, providing service to all staff equally without favouritism, effective communication procedures, giving employees the freedom to carry out assigned tasks without threats or interruptions and adequate availability of working tools and equipment’s lead to enhancement of employees' performance. Working environment, supervisor behaviour and serving employee behaviour account for about 65.2% of employees' efficiency at KSCL measured by the quality of internal customer service (QICS). There is a significant (p< .05) linear relation between working environment and QICS, supervisor behaviour and serving employees behaviour with the QICS at KSCL. It is recommended that KSCL should provide training to all employees on the significance of providing good quality internal customer service. Also, KSCL should improve the working environment and effective communication system that are essential in the provision of good quality internal customer care service. Keywords: Customer care, employees' performance, KSCL

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