The Interface Between Government Agencies And Customer Satisfactions: A Case Study Of Capital Development Authority Dodoma

ABSTRACT 

This study examined the interface between public agencies and customer satisfaction. It specifically examined the attitude of customers toward services provided by CDA, it evaluated the challenges on the quality for services provided by CDA and scrutinized the way to enhance services delivery to customers served by CDA. Descriptive cross-sectional design was employed and questionnaire and structured interview were data collection instruments used for the study, both sampling procedure were used whereby in probability sampling stratified probability sampling was employed and in non-probability purposive non-probability sampling was used, also the study used mixed approach. It has collected information of 66 respondents from Dodoma Municipality. Results have shown that, majority of respondents were dissatisfied with the services provided by Capital Development Authority (CDA). On the other hand, findings have shown that, majority of respondents faced different challenges when they were in need of services from Capital Development Authority (CDA) and hence majority of them were dissatisfied with the services provided by CDA. Besides, while assessing the challenges or constraints faced by CDA, majority of respondents were either strongly agreed or agreed that, restrictive finance, shortage of manpower, outdated technology, slow in registering and transferring land title deeds and complex urban land policies were the challenges faced CDA and led to customer dissatisfaction. Respondents have revealed that, stable finance, availability of manpower, up to date technology, and change of complex urban land policies would improve service delivery of public agencies, to the customer and meet their demand. The study therefore, recommends that, public agencies should be given full autonomy so as to excise their power freely so as to allow creativity and innovation.