Service Delivery and Customers’ Satisfaction in Public Organizations: A Case of Registration Insolvency and Trusteeship Agency (RITA)

Abstract

Provision of quality services which meet customers’ expectations is very crucial for every organization; it increases trust and loyalty of the services provided as well as organization competitiveness in the market. However, most of public organizations seem to offer low quality services by considering time taken to deliver the service, flexibility and transparency as well as cost effectiveness. Therefore, this study aimed at assessing the service delivery and customer’s satisfaction in public organizations in Tanzania drawing experience from Registration Insolvency and Trusteeship Agency (RITA). SERVQUAL model was employed using five dimensions; (tangibility, empathy, reliability, responsiveness and assurance) and primary data from 200 sampled respondents from four districts of Dar es Salaam region. The model summary of regression analysis shows that independent variable tangibility, reliability, and assurance are statistically significant to influence customer’s satisfaction (the significant value is below 5%). This indicates improvement of SERVQUAL dimension multi-items of the tangibility, reliability, and assurance such as working facilities and good personnel skills increases the level of customer satisfaction on the services provided by RITA. Though responsiveness and empathy has positive impact on customer’s satisfaction, they are not statistically significant to influence customers’ satisfaction. The study concludes that public organizations should do its best to improve customer’s satisfaction. The three broad areas that the study recommends includes improvement in services quality, reduction of services gap and increase customers’ awareness and accessibility to the services.