The Contribution of Monitoring and Evaluation to the Tanzania Airport Authority Quality Service Delivery: A Case of the Julius Nyerere International Airport.

Ezekia, Beatha (2025) The Contribution of Monitoring and Evaluation to the Tanzania Airport Authority Quality Service Delivery: A Case of the Julius Nyerere International Airport. Masters thesis, The Open University of Tanzania.

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Abstract

The study examines the contribution of Monitoring and Evaluation (M&E) practices to the provision of quality services by the Tanzania Airport Authority (TAA), with a focus on Julius Nyerere International Airport (JNIA). Using a cross-sectional research approach, the study collected data from 172 respondents, including staff from the Planning, Statistics Section and the Market and Business Unit. A structured questionnaire survey was employed, data were analyzed descriptively. The findings indicate that while stakeholders recognize the potential of M&E in improving service quality, current M&E practices at JNIA are widely perceived as ineffective due to limited stakeholder engagement, inadequate resource allocation and inefficient utilization of existing resources. The study reveals a significant dissatisfaction among stakeholders regarding TAA’s M&E practices. A majority of respondents reported that M&E processes are not responsive to regulatory changes and do not adequately involve key stakeholders such as passengers and airline operators. Findings highlight that resource constraints hinder the effectiveness of M&E efforts, with many respondents considering the current funding and staffing levels insufficient for meaningful M&E. As a result, service quality at JNIA is largely rated as average, with room for significant improvement. The study recommends the strengthening M&E frameworks by improving stakeholder engagement, ensuring adequate resource allocation and aligning M&E processes with regulatory requirements. The findings underscore the need for TAA to adopt a more structured and data-driven approach to M&E, fostering continuous improvement in service quality at JNIA. Keywords: Monitoring and Evaluation, Quality Airport Service, Tanzania Airport Authority, Julius Nyerere International Airport.

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