Browsing by Author "Jaffu, Richard"

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    Customer service quality management in public transport: the case of rail transport in Tanzania
    (Faculty of Business Economics and Entrepreneurship, 2017) Lwesya, Francis; Jaffu, Richard
    The main objective of the study was to assess customer service quality management by taking into account the factors affecting the service quality in rail transport sector. To achieve the study objectives, we use descriptive statistics and regression analysis. We adopted a dual pronged view of internal customers (employees) and external customers (clients) by focusing on the skills and qualifications of customer contact personnel in service encounters, incentives, staff training, working tools and other operational facilities. For the case of external customers, quality service dimensions as synthesized in SERVQUAL model were used. The results show that customers' expectations of service quality are accurately predicted by service providers along each of the service quality dimensions except the reliability dimension. This shows that there is a gap between service delivered and external communication of rail transport services and this difference is related to the performance of the promised service accurately and dependably. This gap seemed to be attributed to by the shortage of working tools, aging equipments and other operational facilities on the part of customer contact personnel thereby distracting clients in assessing rail transport services and thus creating the difference on what is expected by clients and what is really provided by service providers. Thus, the study recommends incorporating total quality management in the delivery of rail transport services. Working tools and other operational facilities should be provided to employees in order to enhance performance and job satisfaction. Employees particularly the customer contact personnel should be regularly trained to keep them abreast with current trends in clients handling techniques consistent to meeting their requirements and wants. Drawing lessons from other competitors like what is happening in road transport or air transport will help setting quality standards.
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    Customer service quality management in public transport: the case of rail transport in Tanzania
    (Centre for Evaluation in Education and Science (CEON/CEES), 2017) Lwesya, Francis; Jaffu, Richard
    The main objective of the study was to assess customer service quality management by taking into account the factors affecting the service quality in rail transport sector. To achieve the study objectives, we use descriptive statistics and regression analysis. We adopted a dual pronged view of internal customers (employees) and external customers (clients) by focusing on the skills and qualifications of customer contact personnel in service encounters, incentives, staff training, working tools and other operational facilities. For the case of external customers, quality service dimensions as synthesized in SERVQUAL model were used. The results show that customers’ expectations of service quality are accurately predicted by service providers along each of the service quality dimensions except the reliability dimension. This shows that there is a gap between service delivered and external communication of rail transport services and this difference is related to the performance of the promised service accurately and dependably. This gap seemed to be attributed to by the shortage of working tools, aging equipment’s and other operational facilities on the part of customer contact personnel thereby distracting clients in assessing rail transport services and thus creating the difference on what is expected by clients and what is really provided by service providers. Thus, the study recommends incorporating total quality management in the delivery of rail transport services. Working tools and other operational facilities should be provided to employees in order to enhance performance and job satisfaction. Employees particularly the customer contact personnel should be regularly trained to keep them abreast with current trends in clients handling techniques consistent to meeting their requirements and wants. Drawing lessons from other competitors like what is happening in road transport or air transport will help setting quality standards.
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    Human resource development practices and procurement effectiveness: implications from public procurement professionals in Tanzania
    (Emerald, 2023) Jaffu, Richard; Changalima, Ismail Abdi
    Purpose Human resource development (HRD) has been considered in enhancing organisational operations as human resources are vital for organisational performance. This study aims to examine the role of HRD on the effectiveness of public procurement in Tanzania. Design/methodology/approach This study employed a cross-sectional research design under which data was collected from 168 procurement professionals in Dodoma city, Tanzania. Structural equation modelling (SEM) was employed to analyse the collected data and examine the structural relationships between HRD and the effectiveness of public procurement in Tanzania. Findings The findings revealed that all the variables of human resource development; career development, training and performance appraisal, are statistically significant and positively related to the effectiveness of public procurement. Therefore, the findings reveal that career development, training and performance appraisal as HRD practices play an important role in enhancing the effectiveness of public procurement in the surveyed public procuring organisations in Tanzania. Research limitations/implications This current study divides HRD into three main practices: career development, training and performance appraisal. This limits the study's applicability to other HRD practices that organisations may institutionalize to public procurement professionals who work in various public organisations in Tanzania. Originality/value This paper integrates the concept of HRD and public procurement effectiveness. Therefore, the study adds value to the literature on human resource management and public procurement management.
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    Influence of attitudes and personal values on willingness to remain in rural areas among human resource for health in Tanzania: a case of Kigoma and Tabora regions
    (The University of Dodoma, 2018) Jaffu, Richard
    This study examined the influence of attitudes and personal values on willingness to remain in rural areas among Human Resource for Health (HRH) in Tanzania. The study was conducted in Kigoma and Tabora regions as they have the lowest HRH densities, where, two districts were selected from each region. The study employed explanatory cross-sectional survey using data collected in one point of time. The study involved 230 participants who responded to questionnaire and 11 key informants who were interviewed. The collected data were processed and analysed, where, qualitative data were analysed using Framework Analysis, while quantitative data were subjected to Descriptive Statistics and Logistic Regression model. The findings of the study showed that, HRH in rural areas have positive attitudes towards rural job posts. It was also revealed that, all personal values in Schwartz‘s Taxonomy of Values are common among HRH in rural areas. The study also discovered that, willingness of HRH to remain in rural areas is influenced by their attitudes towards the job itself and sense of community. The study also found out that, power, self-direction and security values influence willingness to remain in rural areas among HRH. The findings of study imply that, in order to enhance willingness of HRH to remain in rural areas, improvements with respect to job rotation, availability of drugs and medical equipment, as well as orientation to new recruits are required. On top of that, it entails establishment of mechanisms with respect to identification, production and allocation of HRH who have high scores of power, self-direction and security values.