INFLUENCE OF SERVICE QUALITY ON PERFORMANCE OF ISSUING BUSINESS LICENSE IN TANZANIA: A CASE OF TEMEKE MUNICIPAL COUNCIL.

Abstract

ABSTRACT The study assesses the influence of service quality on performance of issuing business license in Tanzania. The study used a descriptive research design and both qualitative and quantitative research approaches. The study used 50 respondents selected purposively and randomly. Questionnaire and interview were used to collect data with confidentiality and anonymity. Cronbach’s alpha was used to measure the reliability of data. The study used descriptive and regression analysis to analyze data with the help of Statistical package for social science (SPSS) and data were presented in frequencies and tables. The study revealed that the adjusted R2 value 0.343 of workers’ expertise of service quality and adjusted R2 value 0.387 of impediments in implementing services quality and adjusted R2 value 0.410 of customer satisfaction level of service quality affect positively performance of issuing business license. The study concluded that customer needs, critical resource availability and job experience of service quality generally have positive correlation on performance of issuing business license. The study recommends that Government and management should create policies in regards to customer needs, critical resource availability and job experience of a service quality on performance of issuing business license.