Customer care in public organizations, factors contributing to ineffective customer care service delivery in public organization, a case study of Tanzania Revenue Authority (TRA)

Abstract

This research study was about factors contributing to ineffectiveness of customer care service delivery in public organizations, having Tanzania Revenue Authority (TRA) as the area of study. The study mainly focused on TRA customers and service providers towards assuring customer satisfaction. Customer care was a crucial element of business success. It involved putting systems in place to maximize your customers’ satisfaction in the organization. It was ~ prime consideration for every organization which provided services for profit realization. In this regard the researcher assessed the effectiveness of customer service management in the appropriate case study area. In conducting this study the researcher employed various methodologies such as questionnaires, interviews, observations, and documents to collect the required data. Probability and non probability sampling techniques were used to select the sample of the study. Both qualitative and quantitative data were analyzed by using some devices such as tables, numbers and percentages. On completion of the study, the researcher positioned to draw a conclusion and make recommendation based on the findings so as to bring about an effective customer service management.