FACTORS AFFECTING QUALITY OF SERVICE DELIVERY IN THE LOCAL GOVERNMENT AUTHORITIES: A CASE KIGAMBONI MUNICIPAL COUNCIL

Abstract

ABSTRACT The study is conducted to learn on factors affecting quality of service delivery in the local government authorities, a case of Kigamboni Municipal Council, whereas the studies specific objectives include; evaluating the perception of citizens on service quality at Kigamboni Municipal Council, identifying factors affecting the quality-of-service delivery at Kigamboni Municipal Council and Investigate challenges encountered in provision of quality service at Kigamboni Municipality. The study employed a mixture of purposive sampling and random sampling to get sampling units for the study. The study findings are such that, the study was able to collect fifty-three 53 responses from the expected 105 responses, this was equal to 50. 5% responses. Furthermore, thematic analysis was used to analyse qualitative data while quantitative data will be analysed by the use of SPSS. The study finding has found that, among citizens 28 individuals which is equal to 52.8% percent had no any knowledge of the client service charter, while the remaining 25 individuals which is equal to 47.2 % had no knowledge on the client service charter. The study was concluded by stipulating that, the quality of service provided by Kigamboni Municipal Council is still not satisfactory to the citizens. And thus, it was recommended that, education on the availability of client service charter should be imparted on citizens so as to raise awareness on the TAT need for each business process to be completed.