The Effect Of Employee Service Culture On Internal Service Quality: A Case Of Zanzibar Public Sector

ABSTRACT

The study was intended to investigate the effects of employee service culture on internal

service quality, in an organization by taking a case of the Public Sector in Zanzibar

region. It was guided by three specific objectives which were; to analyze the relationship

between employees‟ service culture and internal service quality, to analyze the level of

employees‟ awareness on service culture and to determine challenges facing internal

service quality at the Public Sector. In order to achieve the specific objectives, the study

was approached by using an explanatory case study design, where data were collected by

using questionnaire and face to face interview. Thereafter, the analysis was done by using

linear regression and correlation, Tables, frequencies and percentages with the help of

SPSS software.

Findings have shown that, there was a positive relationship between employee service

culture and internal service quality. It was further found out that, all the eight parameters

investigated on the analysis on the level of employees‟ awareness on service culture, eight

parameters were unfavourably evaluated. Finally, a number of challenges facing internal

service quality were uncovered, most notably being a low level of salaries, poor

leadership, corruption, lack of accountability and a conducive environment. It was

recommended that, government undertakes an awareness campaign through in-service

training for employees, to understand their role and then put what they will learn into

practice. It was also recommended that, Zanzibar Public Service Commission harness

well factors that created a favorable service culture so that employees themselves could

provide a high quality services internally among themselves. This would ultimately have

an impact on the quality of services rendered to customers.