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EVALUATION OF CUSTOMER SERVICE DELIVERY IN THE ORGANIZATION. A CASE STUDY OF LAND REGISTRY IN BAGAMOYO DISTRICT COUNCIL.
oai:repository.slads.sc.tz:cmsj1iwgl003lk8c5z5m8vsfk· datestamp 2026-11-10T09:59:27Zdepartment:RAMtype:dissertation
| dc:title | EVALUATION OF CUSTOMER SERVICE DELIVERY IN THE ORGANIZATION. A CASE STUDY OF LAND REGISTRY IN BAGAMOYO DISTRICT COUNCIL. |
|---|---|
| dc:creator | Fides Bernadini Kavishe |
| dc:subject | Customer service1 |
| dc:subject | Customer Service Delivery |
| dc:subject | Local Government Authority |
| dc:subject | Information and Communication Technology |
| dc:description | This study assessed the evaluation of customer service delivery at the Land Registry. The study was conducted to assess the quality of customer service provided at the registry, examine customers’ level of satisfaction with the services offered, and identify challenges affecting effective customer service delivery. Effective customer service delivery is essential in ensuring timely access to services, improving customer satisfaction, strengthening public trust, and enhancing the overall performance of land administration institutions. The study employed a descriptive survey research design and adopted a mixed methods approach, combining quantitative and qualitative methods. Data were collected from 25 respondents through questionnaires and interviews. Quantitative data were analyzed using descriptive statistics such as frequencies and percentages with the assistance of Microsoft Excel, while qualitative data were analyzed thematically. The findings were presented using tables and narrative explanations. The findings revealed that the Land Registry generally provided satisfactory customer services, with the majority of respondents reporting positive experiences regarding service quality, staff attitude, and service accessibility. The study found that 60% of respondents rated customer service quality positively, while 76% expressed satisfaction with the services provided. However, the study identified several challenges affecting effective service delivery, including lack of clear information, poor communication, long waiting times, and complicated service procedures. The study concludes that customer service delivery at the Land Registry was generally effective; however, improvements are required to address existing service gaps and enhance customer experiences. The study recommends strengthening customer communication, simplifying service procedures, reducing waiting times, improving vi feedback mechanisms, and providing continuous customer service training for staff to ensure efficient and customer-centered service delivery. |
| dc:publisher | School of Library, Archives and Documentation Studies (SLADS) |
| dc:date | 2026 |
| dc:type | Text |
| dc:type | Dissertation |
| dc:format | application/pdf |
| dc:identifier | https://repository.slads.sc.tz/records/cmsj1iwgl003lk8c5z5m8vsfk |
| dc:language | en |
| dc:rights | All rights reserved |
| dc:relation | https://repository.slads.sc.tz/api/records/cmsj1iwgl003lk8c5z5m8vsfk/file |