Assessing Factors Enhancing Public Service Performance

Abstract

This study focused on “Assessing the factors enhancing public service performance: A case of Dar es Salaam Institute of Technology." It therefore employed three objectives: to examine the effect of technology on DIT Company Limited performance, to determine the influence of culture on DIT Company Limited performance, and to analyze the effect of the external environment on DIT Company Limited performance. The study was conducted at DIT Company Limited, located in Ilala Municipality, Dar es Salaam Region, Tanzania. The participants included 120 respondents, including 100 DIT company customers and 20 DIT service providers. The study employed a mixed-methods research approach, combining qualitative and quantitative methods. Data were collected through semi-structured interviews with DIT service providers and through questionnaires administered to DIT company customers. Again, the study used a cross-sectional research design to collect and analyze multiple specific case data from a single point in time. Thematic analysis was used for qualitative data, whereas quantitative data were subjected to descriptive statistics for tables, figures, and charts; thus, the findings were triangulated, as the weakness of one tool is strengthened by the strength of another. The results indicated that, among other factors, digital management, production processes, and monitoring mechanisms informed the effect of digital technology. Also, the findings revealed that the influence of culture on DIT Company Limited included decision-making, employee values, and innovation, among others. A strong meaning, quantitatively, and support for the same from information obtained from interviews. Lastly, results indicated that external environments, such as economic conditions, market competition, and demographic factors, are some of the determinants for DIT Company Limited's performance. Based on the results, the study recommends that policymakers should develop and amend the existing policies that encourage public enterprises, including DIT Company Limited, to assist operationalizations.