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Assesment of water sanitation and hygiene practices among school children in Sengerema District Council
(Mzumbe University, 2015) Temu, Consolata E.
Background: Poor hygiene practices and conditions create a serious public health threat to school children. This evaluation aimed to assess School Water sanitation and Hygiene (SWASH) project established for providing better school environment to the school children and better hygiene conditions to all pupils. The specific objectives included assessing the alignment of the project to the national guidelines, hygiene practices behavior of the pupils as well as the perception of implementers of this program. Methodology: The study was qualitative and a descriptive cross sectional study design where a formative evaluation approach was employed. A sample size of 8 primary schools with 80 people was used in the study. One on one interviews, Focus group discussion and observations checklist were used to extract data from the study participants. Data was analyzed through content analysis technique with the help of Atlas ti software, where codes, themes and quotes were created Results: The overall results showed that none of the 8 schools had met the standards of school WASH. 2 district implementers and 16 school teachers were interviewed while 62 pupils (56%) females and (43%) males were in a focus group discussion. The majority of Pupils seem to have fair knowledge on hygiene related diseases but poor practice on hygiene practices. 85% of interviewed pupils never wash their hands after toilet use and 83.87% of them do not like their school toilets despite of them using it. The implementation process is a big challenge to the implementers of both sides (district and schools).
Conclusion: The evaluated primary schools have poor hygiene conditions mainly due to poor planning and implementation of the programmed. The school children practice poor hygiene behavior due to lack of knowledge and means made available for them to practice safe hygiene practices. Lack of water and sanitation facilities is stated as the main obstacle for the pupils to practice safe hygiene behavior. The implementers find that the biggest challenge in the implementation of School WASH is poor or too little budget for the project and poor commitment of the government in running school WASH. Poor partnership and co- ordination between the department of education and health are also observed as the driving challenges to the implementation of school WASH. Efforts should be made by the government in improving these challenges.
Assessment of factors influencing community health fund member’s satisfaction with treatment services offered through community health fund
(Mzumbe University, 2015) Denis Francis Swai
Background: In Tanzania, Community Health Fund (CHF) was initiated in 1996 with the aim of implementing a community Based Health Financing Scheme through volunteer membership contribution as additional income to improve access to quality health care service for marginalized rural community. The evaluation was conducted to assess factors that influencing Community Health Fund member’s satisfaction with treatment services offered through Community Health Fund membership. Methods: A cross-sectional study design was employed that involved 153 respondents for which allowed collection of data that provided a descriptive estimate of the population parameters. The study was guided by Donabedian conceptual framework where by questionnaires were designed to assess structures, process of service delivery and treatment outcome as attributes of satisfaction. A sample size of 153 respondents was calculated by statalcl 13 (64-bit) within the effect size of 0.7– 0.8 one sample (Alpha = CI=95%, α=0.05, two-sided). Two health facilities were involved in the exit interview where by respondents were selected and interviewed based on their inclusion criteria. Results: A bigger proportional of female 55(60%) and 40(60%) in Likombe and Mikindani compared to male 37(40%) and 21(34%). A big proportional of respondents revealed that structures of health facility include availability of adequate Health Care Providers (HCPs) and medicines influence their satisfaction (p=0.05). Most of respondents were happy with the quality of available medical supplies and it was statistically significant at satisfaction level (p=0.02). The process of service delivery indicate that CHF members spend more than one hour to receive treatment service in health facility from their first contact and there was significant association between time spent and satisfaction(p=0.02). However, significance association was found between happiness with treatment and overall satisfaction level with services (p=0.03) though members do not feel much difference from being a CHF member and other patients. viii Conclusions: All three attributes - Structure of the health facility, process and treatment outcomes significantly influence CHF members satisfaction of treatment services provided through CHF membership. However, the availability of medicines, and qualified HCPs have great influence in the Satisfaction with structures, while there is a significant influence of time in satisfaction with process of services provision and treatment results have significant association with service provided.
Study of Complaint Management and Customer Satisfaction in Tanzania's Telecom Sector
(Wuhan University of Technology, 2026-06-10) M r i s h a, S a m u e l Hudson (2026)
Complaints management practices during service failures remain a critical yet underexplored challenge in today’s digital era, particularly in emerging markets. This concern is consequential because retaining an existing customer is far less costly than acquiring a new one, making effective complaints handling not just a service task but a strategic necessity. Despite its importance, limited empirical attention has been given to how specific complaints management practice namely service quality control, social media influencer utilization, customer feedback utilization, and organizational transparency shape customer satisfaction during complaint resolution. Drawing on an extensive review of the literature, this study advances the service recovery paradox, which posits that effective complaint resolution can lead to higher customer satisfaction than if no failure had occurred. Moving beyond traditional linear models, this study proposes that complaints management practices influence satisfaction indirectly through psychological (trust) and behavioral (customer sensitivity) mechanisms. To examine these dynamics, a comprehensive sequential design is employed. Study 1 involves qualitative interviews with customers, Customer Service Representatives, and managers in Tanzania’s telecom sector to identify prevailing complaint management practices, analyzed using Braun and Clarke’s thematic analysis. Study 2 builds on these insights through a quantitative investigation based on data from 562 respondents. Grounded in the Stimulus–Organism–Response (SOR) framework, the quantitative model in Study 2 conceptualized service quality control (SQC), transparent organizational culture (OCC), customer feedback utilization (CFU), and social media influencer engagement (SMI) as stimuli that elicited organismic responses in the form of customer
trust and behavioral sensitivity. Customer Relationship Management (CRM) theory underpinned the positioning of trust as a central mediating mechanism, while the service recovery paradox explained how effective complaint handling transformed negative experiences into positive outcomes. Consumer behavior theory further elucidated the moderating role of behavioral sensitivity in shaping these relationships. Collectively, these theoretical perspectives provided an integrated framework linking managerial practices, psychological processes, and behavioral outcomes. Using Smart PLS 4, the PLS-SEM results indicate that all four complaints management practices significantly influence customer satisfaction. Mediation analysis confirms that trust in the company plays a central role in translating these practices into satisfaction outcomes, while moderation analysis reveals that customer behavioral sensitivity significantly conditions the effects of social media influencer utilization and organizational transparency. These findings are robust, as confirmed through covariance-based SEM, endogeneity testing, and sensitivity analyses. The study makes three key theoretical contributions that advance the service recovery and complaint management literature. First, it extends the service recovery framework by incorporating mediating and moderating mechanisms, thereby capturing the complex, non linear nature of customer responses in digitally mediated environments and moving beyond simplistic direct-effect explanations. Second, it introduces social media influencer utilization as a strategic dimension of complaint management, filling a notable gap in the literature by repositioning influencers as credible actors who shape trust, perception, and recovery outcomes in the digital space. Third, it develops a comprehensive, contextually grounded model tailored to emerging market telecom sectors, offering a more realistic framework that reflects the unique behavioral, technological, and structural dynamics of these environments. From a practical perspective, the findings provide a sequenced, evidence based framework for strategic decision-making in complaint management, grounded in Importance–Performance Map Analysis (IPMA), a priority matrix, and cost–benefit evaluation. This structured approach enables managers to shift from intuitive responses to a systematic allocation of resources across key complaint management levers. Social media influencer utilization emerges as the most impactful yet under-optimized driver of customer satisfaction, indicating that targeted investment in this area can yield substantial improvements with relatively efficient resource use. Organizational transparency follows as a foundational strategic pillar for strengthening trust and aligning customer expectations,
while service quality control remains essential for ensuring consistent operational reliability and preventing service failures. Collectively, the study highlights that complaint management effectiveness depends on prioritization and sequencing rather than isolated actions, with influencer-driven strategies offering the greatest untapped potential within a broader, evidence-based framework for enhancing trust and satisfaction outcomes
Keywords : Complaints Management, Customer Satisfaction, Social Media Influencers, Customer Feedback Utilization.
Majuto ni mjukuu: Uchunguzi wa mhusika Ngoma katika riwaya ya ua la faraja
(Journal of Linguistics, Literary and Communication Studies, 2024) Fuluge, Adria
Maisha ya mtu ni hadithi inayopaswa kusimuliwa ili kutoa mafunzo kwa jamii kuhusu mapito ya mhusika. Hii inatokana na ukweli kwamba kila mtu katika jamii ana mambo mazuri na/au mabaya ya kusimulia yanayohusu mapito ya maisha yake. Yapo masimulizi yanayofurahisha kutokana na matendo ya mhusika na mengine husikitisha kiasi cha kumfanya mhusika kuyajutia maisha yake kutokana na kufanya au kutofanya jambo fulani. Kwa msingi huo, makala hii ililenga kuchunguza methali inayosema “majuto ni mjukuu” kwa kuchunguza maisha ya mhusika Ngoma katika riwaya ya Ua la Faraja (2004). Mhusika huyu ameteuliwa kama kiwakilishi cha wahusika wengi ambao katika maisha yao, walifanya na/au hawakufanya mambo fulani ambapo kutokana na kufanya na/au kutokufanya kwao, kulisababisha majuto katika maisha yao. Pia, riwaya hii imeteuliwa kama sampuli ya riwaya mbalimbali zenye wahusika wenye sifa kama za mhusika Ngoma. Data zilitokana na uchambuzi wa riwaya ya Ua la Faraja. Vilevile, Nadharia ya Uhalisia ilitumika kama mwongozo katika ukusanyaji wa data, uchambuzi na uwasilishaji wa matokeo ya utafiti wa makala hii. Matokeo yanaonesha kwamba ziko sababu kuu nne zilizosababisha Ngoma ayajutie maisha yake. Sababu hizo ni kukosa uaminifu katika ndoa, kuitelekeza familia yake, kuendekeza anasa, na kutowajali ndugu zake.
Evaluation of the effect of integrated logistics system on essential medicine availability at health centres and dispensaries in Tanzania: A case of Mbeya city council
(Mzumbe University, 2017) Francis, Lucia.
In response to the problem of shortage and wastage of essential medicines, Tanzania introduced the supply chain system for reporting and requesting medicines and other medical supplies to the respective Government owned health facilities called integrated logistics system, despite ILS introduction the health facilities have continued to face the same problem. This evaluation study was intended to evaluate the effect of Integrated Logistics System activities and their contribution to essential medicines availability in the selected 11 Health Facilities in Mbeya City Council. The specific objectives were(i)To determine the stock status of essential medicine for the past 12 months and on the day of assessment.( ii)To examine the extent to which integrated logistics system activities i.e. records keeping, store management, filling report and request forms are implemented as designed (iii) To explore factors influencing the implementation of integrated logistics system(iv)To examine the contribution of integrated logistics system activities i.e. records keeping, report submission time, filling report and request forms on essential medicine availability. The study employed explorative and descriptive study design where by both quantitative and qualitative methods of data collection were used. The study findings revealed that though the facilities had shortage of essential medicines (Tracer medicines) on average the availability on the day of assessment was found to be 87%, for the period 2015/2016 was 78% and for July 2016 to March 2017 was 92% which show improvement on availability compared to 2014 HMIS data which was 70% availability. The results suggested that ILS activities implementation as designed had an effect on essential medicines availability to health facilities. Its activities implementation depend on each other and if implemented as designed can contribute to the availability of essential medicines though other factors like availability of fund and medicines at MSD needs to be checked on which did not included in this study. The result found that ILS activities were not implemented as designed by the most of health facilities and this challenge had to be rectified by MoHCDGEC, Regional and district level together with their facilities.