The Contribution Of Employee Motivation On Provision Of Customer Care In Public Health Services: A Study Of Public Health Centres In Morogoro Municipality, Morogoro Region

ABSTRACT

This study aimed to examine the contribution of employee motivation on provision of customer care in public health services, in Morogoro Municipality. Data was collected from the four selected public health institutions namely Morogoro General Hospital, Nunge Health Centre, Mafiga Health Centre and Kingolwila Health Centre respectively. The sample of 124 respondents was obtained from employees and heads of health centres. Collected data were coded using SPSS, frequencies, percentages and chi-square were employed. The study found out that there was skeweness in terms of provision of career development, training, appreciation, recognition, membership to the Social Security Fund, team work, working condition, paid leave, housing allowances and allowance among staff. Such that senior staff were given more priority than the low class staff. Having staff who are not well motivated was reported to endanger the spirit of providing optimal services to the clients. The result shows that there is significant difference between the employee who are motivated and those who are not motivated with regard to their provision of customer care. The study concludes that most of the employees are not motivated by the existing motivation schemes which consequences lower their ability to provide the appropriate health services. The study recommends that the government should ensure that motivation scheme is not bias and thus considers all staff regardless of their positions and age. This should go hand in hand with revising the motivation scheme in terms of Improve working condition, Increase salary, increasing Pay housing allowance to all employees, increase allowance such as leave, overtime should be paid on time and promotion should be made on appropriate time and fair.