Assessment of the Employees Motivations Toward Utilizing Customer Service Charter in Public Organization in Zanzibar: A Case of the President’s Office, Public Service and Good Governance.

Ali, Issa Suleiman (2022) Assessment of the Employees Motivations Toward Utilizing Customer Service Charter in Public Organization in Zanzibar: A Case of the President’s Office, Public Service and Good Governance. Masters thesis, The Open University of Tanzania.

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Abstract

In 2000 the concept of CSC was introduced in Tanzania as a part of broader reforms in the Public service with the aim of improving performance and service delivery of Government to the Public. In Zanzibar recognized the potential benefit of using CSC as a tool of for driving change towards some focused approach throughout the Public sector. This was done under the Public Services Reform Program (PSRP), which was designed to implement the Public Service Management and employment policy of 1999 after all Ministries. This study therefore was intended to find the employee’s motivation toward utilizing Customer Service Charter in Public Organization in Zanzibar. The data were collected from questionnaires and interviews analyzed by using both statistics and descriptive methods. The sample size of this study was consisting of eighty five (85) respondents out of 173 including 02Directors, 20 senior employees and 63 junior officers of the respective organization. Researcher found that the employees motivation toward utilizing customer service charter stimulate the competitive of employee to work hard and increasing the performance of individuals and the Public Organization in Zanzibar. Reward of employees and skilled based pay are important as employee’s motivation to ward utilizing CSC in public organization because they enable the elimination of unnecessary job that can result from a workplace having broad, rather than narrow, skills and reduce the need for supervision. As the drivers of employee motivation are transferring their impact on CSC so the POPSGG need to focus element s of their employee motivation to enhance the utilizing of CSC in workplace. So it is therefore the responsibility of department leaders to ensure the problem never happens to them. Keywords: Theoretical Framework, Maslow’s Hierarchy of Needs and Assumptions of Maslow’s Theory

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