Factors Affecting the Quality of Customer Service in Mavoko Municipality

Abstract

The purpose of the study was to determine the factors affecting the quality of ci service in Municipal Council of Mavoko (MCM). The study used a descriptive r design. The target population of the study comprised of all employees of Mi Council of Mavoko . This comprised of officers from the top management, the level management, and the operational (junior) levels. Stratified random samplii used to select 70 respondents. Structured questionnaire was used to collect dat study used descriptive and analytical methods of data analysis, which were i performed using the SPSS data analysis package. The data was analyzed usin£ qualitative and quantitative analysis method. This section presents a summary disci of the findings derived from the study. The findings showed that some of the fa hindering the quality of internal customer service at the MCM include: lack of adei formal performance standards to measure the ability to provide caring and individua attention to staff and external customers/ stakeholders; lack of adequate resouro implement service enhancement programmes; failure to attend to certain motivational issues; and insufficient investment in office automation. The study shown that internal customer service at MCM is largely influenced by hygiene fa which, by their presence or absence, determine levels of worker dissatisfaction supervision, interpersonal relations, work conditions, salary, and job secu Hertzberg’s theory suggested that it is difficult to produce positive motivation to de quality service to customers if hygiene factors are absent. However, a distinction bet' hygiene and motivational factors is useful for understanding worker behaviour, ev the distribution of factors between motivation and hygiene may vary in different setti