Abstract
Customers’ satisfaction with Tanzania’s Bahi District Council’s complaint management procedures was examined in this study. Purposeful, snowball and convening sampling methods were used to find respondents. Data were collected using questionnaires and interviews, and MAXQDA Analytics Pro. 2022 (Release 22.5.0) and the Statistical Package for Social Sciences were used for analysis. The results show high levels of dissatisfaction with complaints management processes. The lack of a complaints management officer, ongoing unsolved land issues, wage arrears and allowances, carelessness in handling filed complaints and disparaging language are some of the causes of the discontent. The findings indicate that complaints management and a complaints management unit within the district human resources division should be on the agenda for the Council Management Team meeting.
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