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FACTORS THAT INHIBIT EFFECTIVE UTILISATION OF PERFORMANCE APPRAISAL: The Case of Selected Local NGOs Based in Dar es Salaam Anna Onesmo Mrema Master of Business Administration (Human Resources Management), October 2007 This research was conducted in partial fulfilment for the requirements of Masters of Business Administration. The research was about Factors that inhibit the effective utilization of performance appraisal: The Case Study of Selected NGOs Based in Dar es Salaam. This was an attempt to find out the performance appraisal practice in LNGOs, and challenges that they are facing in administering formal performance appraisal to their employees and recommend best approaches to overcome such challenges. The researcher employed descriptive design with clear and specific narration of facts with an overview of the LNGOs working context in Tanzania. The research discovered that, LNGOs use traditional secretive approach to Performance Appraisal (PA) and that; there is no formal PA programme in most of LNGOs. These practices and approaches are outdated and highly discouraged by most human resources professionals, LNGOs staff and other stakeholders. The researcher noted that formal and open PA practices are the most appropriate and mostly desired by LNGOs staff. The researcher recommended that LNGOs, the donor community and the government have an important role to play to collectively promote effective utilization of performance appraisal in LNGOs. This is possible by making PA programme a mandatory undertaking to be reported on a yearly basis the same as financial and development programme activities report ***************

THE IMPACT OF DONOR FUNDS INFLOWS ON MONEY SUPPLY IN TANZANIA George Bantula Salvatory Kaindoah Master of Business Administration (Finance), November 2007 The objective of this study was to investigate the impact of donor funds inflows on money supply and policy response. More specifically, the study intended to examine the effect of donor funds inflows on money supply and inflation, and determining the degree of significance of the donor funds inflows on the reserve money. The effect of donor funds inflows on real gross product was also investigated. Correlation coefficients and regression results were used during the discussion in this study. While the relationship between donor funds inflows and money supply was strongly proved to be positive and significant at one percent level, the relationship between donor funds inflows and inflation was proved to be negative and

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significant at five percent level. Therefore, the hypothesis that there is positive relationship between donor funds inflows and inflation was strongly rejected. Hence an increase in donor funds inflows in Tanzania did not cause an increase in the rate of inflation. The relationship between RGDP and donor funds inflows was strongly proved to be positive and significant at one percent level. Therefore the hypothesis that donor funds inflows have a positive effect on Tanzania economy was not rejected at all. The study suggests that if the economy is faced with large donor funds inflows and the cost of sterilization seems to outweigh the banks income, and then policy response has to be extended to deploy some of the options below depending on their enforcement costs. *************** THE IMPACT OF MANAGEMENT PRACTICES ON SERVICE QUALITY AS PERCEIVED BY CUSTOMERS The Case of Tanzania Telecommunication Company Limited (TTCL) Hidaya Hamis Master of Business Administration (Marketing), November 2007

This study examines some aspects of management practices that can impact service quality perceptions. The major research question was whether the results could help to explain the general level of service quality as perceived by customers in the context of Tanzania Telecommunications Company Limited (TTCL). A study of fifty customers and fifty employees in five TTCL regional offices was used to analyze the effects on service quality of some management practices. The selected management practices include: managers risk aversion; centralization; and market based reward system. The analysis was made using simple and multiple linear regression analysis and two basic findings emerged. First, interdepartmental conflict and interdepartmental connectedness appear to influence the level of service quality. Second, the results appear to suggest that interdepartmental conflict and interdepartmental connectedness can be improved by a host of actions, including a management style that exhibits less risk aversion, greater empowerment of employees and the development of a market-based reward structure to create common incentives. Generally, in order to improve service quality, organizations must work to reduce conflict and increase connectedness among departmental groupings. Specific managerial implications and direction for further research have been discussed.

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THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON ORGANIZATION PERFORMANCE The Case of Vodacom Limited, Tanzania Breweries Limited and Barrick Gold Mining Company Mgema Masunga Master of Business Administration (Human Resources Management), November 2007 In Tanzania, in the post 1990 period after the introduction of the market economy, private sectors were allowed to engage fully in business activities. That resulted into increased competition among different firms producing and selling products with similar use such a pattern forced firms to design different marketing strategies aimed at penetrating different market segments, and increase their production, sales as well as profits. This study investigated the impact of firms corporate social responsibilities on organization performance in Tanzania in the post 1990 period. A sample of three firms, namely, Vodacom Tanzania Limited, Tanzania Breweries Limited and Barrick Gold Mining Company Ltd were used as representatives. Overall findings revealed that increasing firms corporate social responsibilities and others have helped to advertise as well as market products. Hence, have increased sales and profits amidst stiff competitions, though their social responsibilities have been limited mainly to urban areas. It is recommended that measures be undertaken by all stakeholders in order to enable more people in remote rural areas also to benefit from their activities. The Government should increase tax incentives on products offered by these companies as part of their packages of corporate social responsibilities. Measures should be undertaken to increase employment and disposable incomes for households in order to increase households purchasing power. Lastly, there should be formation of one independent NGO body, which will supervise and coordinate the activities for organizations engaged in corporate social responsibilities. ***************

DEVELOPMENT AND CHALLENGES OF DERIVATIVE MARKETS IN TANZANIA The Case of Derivatives in Commercial Banks Mbajo Pius Mchomvu Master of Business Administration (Finance), November 2007 The aim of this study was to get insight of development and challenges of derivatives market in Tanzania. The study used primary data whereby sixteen commercial banks were interviewed using Questionnaires.

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The study revealed that it is right time to exercise derivatives in Tanzania and common derivatives used in Tanzania are; foreign exchange swap, forwards, options, interest swaps, futures and forward rate agreement. The main participants of derivatives are commercial banks and big corporate customers. The study also revealed that the regulatory body hasnt yet put enough effort to promote the derivative markets in Tanzania. It is recommended that the Tanzania Financial market will not develop fully if banks and big corporate companies are not taking active part in the modern financial products like these. If banks utilize derivatives fully, then, it would help even to stabilize our Tanzanian Shillings against major currencies. It is also recommended that proper skills are required and the Central Bank should play the active role to engineer the whole exercise of derivative market development in Tanzania *************** MICRO, SMALL AND MEDIUM ENTERPRISES (MSMEs) ACCESS TO COMMERCIAL BANKS FINANCE IN TANZANIA The Case of Dar Es Salaam based MSMEs and Commercial Banks Narcis Daudi Master of Business Administration (Finance), October 2006 The main objective of this study was to assess Micro, Small and Medium Enterprises (MSMEs) accesses to financial services in Tanzania, with special focus on Commercial Banks (CB). The study was conducted for Dar es Salaam based Commercial banks and MSMEs as a sample group through use of questionnaires, Observation and interviews. 43 participants were involved. Specifically, the study sought to Firstly, Assess the extent of Commercial banks loans are made available to MSMEs in Tanzania. Secondary, Establish the cost/price at which commercial banks finance is accessible by MSMEs. Thirdly, Find out the range of finance that can be accessed by MSMEs. Fourth, Examine flexibility on accessing commercial banks finance by MSMEs. Fifthly Assess the impact of limited access to these credits on MSMEs performance and lastly to put forward recommendations for adoption by both parties in the study. It was found that, about 70% of the banks users are aware of the availability of commercial banks loans but the problem is education and awareness by MSMEs owners. This implies that, small business owners should make extra steps in learning what are the necessary requirements and the cost involved. On the other hand, the government should improve the current policies to incorporate the newly ones focusing specifically on access to Commercial Banks funds that is deregulation. Also assist on introducing more schemes and training centers for the development of the sector and economic improvement. ***************

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FACTORS AFFECTING PERFORMANCE OF SMALL LOCAL ENGINEERING CONSULTING FIRMS IN TANZANIA Phillip Makota Master of Business Administration (Marketing), November 2006 The research sought to establish factors affecting performance of small local engineering consulting firms in Tanzania. In so doing, engineers were asked whether they find guidelines for evaluation of technical proposals affects small firms during tendering for various projects in the country, whether small firms have equal chances to meet threshold (benchmarks) as is the case to large local or foreign firms. The research also looked at among other things whether firms association may assist small firms in future projects, establishing whether engineers perceive there is a need to classify engineering consulting firms. Lastly, the research ought to establish what engineers perceive as main obstacles to the development of engineering consulting firms in Tanzania. The research was able to establish that engineers perceive that qualifications and experience as well as quality of proposed staff are among major obstacles to small firms when their technical proposals are evaluated. Engineers find that small local firms have narrow chances to meet threshold when competing for various projects. That being the case, they do agree that there is a need to classify engineering consulting firms. Engineers do agree that when small firms associate with large local or foreign firms their capacity increases due to knowledge transfer from large to small firms. Generally, the research was able to achieve the intended goal; henceforth it is highly emphasised that individual registered engineers, IET, ERB, ACET and others to join hands in developing solutions to address problems mentioned in this research. *************** CONTRIBUTION OF MICRO CREDIT TO POVERTY REDUCTION IN THE RURAL SOCIETY OF TANZANIA The Case of Mbinga Community Bank Sayuni Mbwilo Master of Business Administration (Finance), October 2007 Establishment of microfinance institutions for the purpose of mobilizing savings and disbursing micro credit to the poor in developing countries has been among the strategies to alleviate poverty. This study is intended to find out whether community banks in Tanzania contribute to the growth of income, improving wellbeing and reducing capability poverty of the small scale farmers. In collecting the primary data, questionnaire was administered to 94 randomly selected households of five villages of Mbinga district namely; Mkwaya, Kindimba, Mbangamao, Tukuzi and Ngima. Data analysis was done by SPSS software. Cross tabulation, one way and multiple comparisons ANOVA tests were also done. The empirical evidence of the study indicates that micro credit changed the life of the poor in a positive way. Clients who borrowed at least once from MCB have relatively higher income, investment in productive

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assets, accessibility to education and food sufficiency. Frequency of borrowing have been found to influence the impact of the loan to poverty reduction because those clients who borrowed more frequently were found to be more well off than the new and the prospective borrowers. *************** FACTORS INFLUENCING CUSTOMER SATISFACTION WITH INSURANCE COMPANIES A Case of Tanzania Lucas Mimbi Master of Business Administration (Marketing), October 2007 The objective of the study was to investigate the factors influencing customer satisfaction with insurance companies. Professional services are credence products with very few tangible cues to signal quality. In developing a tool for the insurance context, the 21 attributes of service quality were operationalised generating five dimensions which were identified as Assurance, Tangibles, Reliability, Responsiveness and Empathy. A cross-section of 121 customers of insurance policies from different companies in Tanzania provided data on the way they rated their Insurance Companies in respect to the features and services they offer. Using these ratings, customer satisfaction levels were calculated. This study found that Assurance and Reliability dimensions have a significant influence on customer satisfaction with insurance companies, suggesting that these two dimensions were regarded by policyholders as the most crucial towards meeting customer satisfaction. Managers should look into the two dimensions very closely as they are important to customers. Improvement of service quality should be in this order Reliability, Assurance, Responsiveness, Empathy, Tangibles. Growing evidence that customer satisfaction drives organizations economic health means that managers can no longer afford to ignore customers feedback. Rather, organization-specific examination of dimensions is vital and useful so that managers are able to assess and determine the precise level of both customer satisfaction and its influencing factors. The proposed exploratory instrument used here to measure customer satisfaction with the insurance industry could serve as a starting point for other studies in the professional services domain. *************** THE EFFECTIVENESS OF AGENCY FORCE IN FINANCIAL INSTITUTIONS The Case of National Insurance Corporation of (T) Limited (NIC) Vivian Jonathan Mmari Master of Business Administration (Finance), October 2007 This study investigated the effectiveness of agency force in financial institutions with specific reference to the National Insurance Corporation of Tanzania Limited (NIC). Over the years the NIC has been using

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substantial amount of money and other resources on its agency force. Until now no research has been done to ascertain the effectiveness of the agency force. To achieve the objectives and questions raised in the research the study gathered a variety of data in the above mentioned aspects of agency force effectiveness. Data was collected through interview, observations, questionnaires, NIC documents review, and news papers. Likewise literature review and empirical research work were visited in order to establish concepts and theories pertaining to the study. The findings show that the agency force contribution to NIC overall performance is not effective especially under the liberalized market. Following the Insurance Act of 1996, now there are 16 private insurance companies conducting insurance business in Tanzania. Factors that contributed to that situation are related to; NIC weakness, agency force and the existing regulatory mechanism. Thus the corporation is recommended to change its current organization structure, office layout, and system of recruiting and controlling agents, computerize business operations and adequately support its agents and more to finalize the privatization process. *************** DETERMINANT FACTORS OF LOW COVERAGE OF SOCIAL SECURITY SCHEMES IN TANZANIA Assumpta Maina Master of Business Administration (Finance), October 2007 Socio-economic risks and uncertainties in human life result in the need for social security. Social security schemes are the most common formal security schemes. In Tanzania, there are six major social security institutions; five are in Tanzania mainland and one in Zanzibar. Those operating in Tanzania mainland are the Parastatal Pensions Fund (PPF), National Social Security Fund (NSSF), the Public Service Pension Fund (PSPF), Local Authorities Provident Fund (LAPF) and Government Employees Provident Fund (GEPF). Despite the existence of the five pension institutions in Tanzania mainland and existence of the social security framework; the level of coverage is still very low, hence the general objective of this research was to determine factors leading to low level of coverage to social security in Tanzania. A total of 131 questionnaire responses were obtained out of which 91 were from employees and 20 from institutions. Secondary data was obtained from various libraries including PPF data base. Data was analyzed focusing on the above mentioned objective while trying to answer the accompanying specific questions. The following five factors came out clearly as strongly hindering the social security scheme coverage: The reduced purchasing power of benefits offered; Workers un-willingness to contribute to social security schemes due to paucity of their incomes; Lack of knowledge of the types of benefits offered by social security schemes; Members delays in receiving benefits when due and failure by security benefits to meet members immediate priority needs. ***************

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FACTORS HINDERING THE EFFECTIVENESS OF STAFF TRAINING The Case of Tanzania Postal Bank (TPB) Gabriel Mwajombe Master of Business Administration, November 2007 This study was conducted to investigate the factors hindering the effectiveness of staff training. The study based on the case study approach that focused on the Tanzania Postal Bank. A Stratified technique was used to select respondents from both management and non-management levels. 51 respondents were sampled and administered with questionnaires. Personal interviews were conducted with the human resources officer. Data were analyzed using SPSS and were presented in tabular form, relative frequencies, charts and figures. The factors behind the ineffective staff training were; lack of autonomous training unit that coordinates training in the bank, insufficient budget allocated for training function, poor involvement of employees particularly in the TNA process, the criteria for trainees selection are not clearly known, and are not given a chance to determine what kind of training they actually need, the training center is poorly financed and managed together with the poor methods used for training( classroom based), lack of competent human resources practitioners and poor top management support. All these have an adverse effect in staff training. The study recommends improving the approach used to carry out training programs and promoting transparency in the whole process of training. The bank should accrue more funds for staff training, train all managers and supervisors through the TNA process. Further the bank should form an autonomous unit dealing with staff training and development function. *************** FACTORS INFLUENCING SMALL AND MEDIUM ENTERPRISES DEVELOPMENT IN TANZANIA An Exploratory Study of Entrepreneur and Enterprise Characteristics Sarah Isaac Ngomuo Master of Business Administration (Finance), November 2007 This study sought to explore the influence of characteristics of both the entrepreneur and the enterprise on firm performance in Tanzania. Variables covered in the study are age of the entrepreneur, education level, ethnicity, cultural heritage, previous experience, gender, five motivation variables, firms age, firms industrial sector, firms legal status and number of employees. The study combined quantitative and qualitative methods of enquiry, comprising questionnaires, interviews and observations. Descriptive analysis was used to identify the characteristics of the study population .The chi-square test was used to identify the significant association of variables which influence firm performance. The results reveal that SME performance is influenced by entrepreneur characteristics namely; age, level of education; ethnicity, previous experience and three motivational variables, namely desire to be

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independent, finance and self-fulfillment. The following entrepreneur characteristics, such as family background in business, gender and two motivational variables (job satisfaction and contribution to economic development) did not show any influence on firm performance. Enterprise characteristics observed to influence firm performance include age, legal status and size. However, firms industrial sector was not observed to have an influence on the performance of the firm. Furthermore, the study revealed that in Tanzania, SMEs continue to operate in a chaotic environment, where policies are inconsistent and regulatory procedures are stringent. Inadequate access to finance and training were also perceived as being a great hindrance to their performance. The study recommended that regulatory institutions need to create for SMEs a friendlier environment; the policy environment should be made more favourable to SMEs; and Enterprise-Based Training. Moreover, financial institutions should review their loan scheme so as to enable SMEs to have ready access to capital. *************** AN ASSESSMENT OF MICROCREDIT PERFORMANCE ON POVERTY REDUCTION IN TANZANIA The Case of Posta na Simu SACCOS and PRIDE -Tanzania Victor Reginald Sungusia Master of Business Administration (Finance), November 2007 The overall objective of this study was to assess the impact of micro credit on poverty reduction in Tanzania. The study investigated two Microfinance Institutions in Tanzania, PRIDE and Posta na Simu SACCOS where 100 customers from both PRIDE and Posta na Simu SACCOS were interviewed. At the same time 10 respondents credit providers were interviewed. To tackle the research objective the study employed four research propositions: poor people access credit easily from microcredit institutions; conditions and procedures set favours poor people; mmicro-credit finance contributed to an increase in income to credit receivers and micro-credit finance contributed to an increase in employment opportunities Findings show that Microfinance Institutions lack policy and regulatory environment, have insufficient access to information and weak human and institutional capacity. Therefore, as a result of these impediments access to microcredit remains limited to poor population in Tanzania. It was observed that conditions and procedures set do not favour the poor and low-income earner clients. Therefore, the proposition that poor people do access credit easily was not supported by the results from this study. The results from the study indicate that both income and employment opportunities increased significantly after started borrowing from microfinance institutions. Therefore, the results from this study indicate that micro credit institutions have created more employment opportunities. It was recommended that Tanzania needs to intensify its efforts in encouraging entrepreneurship formulation through credit strategy. In order to improve credit growth through Microfinance Institutions, Tanzania should initiate market opportunities for product/services through promoting business activities, moreover efforts are needed to simplify the procedures to start and run business through credit facilities. Creation of awareness is another area needs to be put into consideration, because most people are not aware of the availability of credit facilities. ***************

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PERFORMANCE IN TANZANIA A Study of Selected Enterprises Salhina Mussa Mkumba Master of Business Administration (Finance), November 2007 This study assesses the effectiveness of privatization on enterprise performance in Tanzania by considering the effect of private ownership on enterprise sales revenue, Profit Before Interest and Taxes (PBIT), and production volume, which are variables used in this study. The study has been carried out as a result of contradicting view points of various people on the subject of privatization in Tanzania. Some people are of the opinion that privatization has been successful in improving performance of enterprises while others maintain that there is no neutral evidence to the effect. The study uses a sample of 16 privatized enterprises. It was conducted by reviewing information on performance of firms before they were privatized. This information was mostly retrieved from the PSRC archives. The pre privatization information is processed to come up with an average for each variable which is compared with the average processed from the post privatization data. Post privatization information was obtained by circulation of questionnaires to the privatized enterprises and review of secondary documents. The averages for both pre and post privatization periods were subjected to the sign test and hypotheses are tested. *************** FACTORS INFLUENCING PURCHASING COST IN PROCUREMENT SYSTEM The Case of Public Institutions in Tanzania Jackson Anyisile Mwampanga Mwaigonela Master of Business Administration (Finance), November 2007 Most of public procurement system is characterized by frequently emergency orders, poor documentation of records, poor purchasing procedures, lack of consolidated purchase and lack of effective communication between the management and procurement sections in government institutions. The main objective of this study was to determine factors influencing purchasing in procurement system. The cross sectional study survey was conducted in Dar es Salaam region and involved different procurement officers from government institutions. Primary and secondary data were obtained through structured questionnaires and different publications. The study was designed to use multiple regression model to establish the relationship among the variables, whereby there are more than two independent variables. Independent variables were obtained by using simple model developed by researcher. The purpose of developing this model was to obtain the weighted average of independent variables since each independent variable has its own weight and have different ranks according to the perceptions and opinions of those who filled the questionnaires. Findings show that there is a relationship between the costs associated with lack of effective communication and purchasing cost. Similarly the study found direct relationship between costs associated

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with poor documentation and purchasing cost. Costs associated with lack of consolidated purchase have also direct relationship with purchasing cost. Furthermore, purchasing costs is also directly related to costs associated with emergency or rush orders. Lastly, costs associated with poor purchasing procedures have direct relationship with purchasing cost. Based on the findings, the study recommends that the government should continue with the efforts to enforce procurement laws and train all government staffs to avoid interference among government staffs. The governments should also implement and train procurement staffs on procurement planning in order to reduce rush orders and frequency purchase. There is a need also for the government to enforce proper communication between user departments and procurement department in government institutions. *************** FACTORS AFFECTING BANK CREDIT MANAGEMENT The Case of NBC Limited Micah Elifuraha Mrindoko Masters of Business Administration (Finance), November 2007 This study aimed at reviewing the general credit management systems in financial institutions to find out those factors that have significant influence on credit management effectiveness among the financial institutions in the country so that credit risk can be mitigated. In order to achieve the intended objective, three research questions and two hypotheses were raised and tested to guide the study. In this study primary data was collected from NBC Ltd members of staff through a semi structured questionnaire using a number of attitude scales. It can also be concluded from the findings made that character, collateral and circumstance are effective tools in assessing customers creditworthiness. This implies that, good character, supported with collateral and favorable circumstance are the haven for adherence to credit obligations by borrowers. Collateral and character differ significantly in terms of their effectiveness in credit risk mitigation. This is because collateral is something measurable and its stability in value can be ascertained while character is something invisible and strongly out of control of the lender. This study recommends to all the stakeholders in lending business to consider all the six tools in the course of assessing customers creditworthiness, the six Cs of Credit. ****************** EFFECTIVENESS OF ADMINISTRATIVE REFORMS ON TAX ADMINISTRATION PERFORMANCE IN TANZANIA Kapaya S. Kisesa Master of Business Administration (Finance), November 2007 This research aims at exploring the Impact of Administrative Reform initiatives at improving Tax Administration effectiveness in Tanzania through tax modernization projects.

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To realize this objective, perceptions of the Authority employees on their level of commitment, skills and competence, strategies as well as availability of the necessary infrastructures, resources and conducive operating environment were used in making the general assessment of success and sustainability of implementation of tax administration reforms in the country. A perception survey was conducted at TRA officers in Dar es Salaam and Coast Regional using semi structured questionnaires and a few interviews with the Authority senior officials. The study made analysis of the data using the Statistical Package for Social Sciences (SPSS) guided by simple hypothesis tests using Chi-Square model. The study findings indicated that administrative reforms did indeed enhanced tax administration efficiency and effectiveness. Nevertheless, the study identified the need to explore the full potential of Information and Communication Technology and Staff Training and Development projects. Other impeding factors identified were the availability of resources at the implementation level and poor organizational responsiveness to emerging challenges and/ or opportunities during implementation. Several recommendations were proposed based on the research findings and other acceptable literatures on how to optimize achieved successes. Further researches were also recommended on issues whose effects and outcome could not be ascertained by this study. *************** ANALYSIS OF FACTORS INFLUENCING HOTEL OCCUPANCY IN DAR ES SALAAM Tenford W. L. Phiri Master of Business Administration (Marketing), November 2007 Hotels are part of the Tourism Industry, which also includes the travel and transportation sectors. The hotel industry comprises hotels, motels, lodges, restaurants, cottages and guest houses. These together are members of the hospitality industry which is part of the service industry. Following the liberalization of the economy in the 1990s, the country has seen growth in the hotel industry. This growth in this sector brought about stiff competition. Hence hotels started experiencing hotel occupancy problems. The main objective of this research was to investigate factors that influence hotel occupancy in Dar es Salaam. The research methodology employed in this study was descriptive study. The study involved both qualitative and quantitative approach, and it was based on a cross sectional study, where a survey was conducted and customers in selected hotels were asked to provide information in order to generate answers to the research study. Three hypotheses were tested. The results revealed that services quality, price and location had significant influence on hotel occupancy. It was recommended that in order for all hotels to achieve good occupancies, should provide good quality services, improve on their marketing strategies and be more aggressive and finally should ensure that all hotel staff are well trained. ***************

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THE USE OF ACCOUNTING INFORMATION IN DECISION MAKING OF SMALL AND MEDIUM ENTERPRISES (SMEs) The Case of Dar es Salaam Region Anale John Masters of Business Administration (Finance), November 2007 The focus of this study was to explore and examine the use of accounting information in decision making of Small and Medium Enterprises (SMEs), the Case of Dar es Salaam Region in Tanzania. The objectives of the study were to find out and to identify the different kinds of accounting records and the extent to which these records were used in generating accounting information, finding out whether accounting information were used in the various decisions made by SMEs. Additionally, the study explored the extent to which SMEs used accountants as a source of expert advice. The study used a number of data collection methods including surveys, questionnaires, observation and documentary analysis. The study showed that although numerous SMEs did keep some form of financial records/accounts. Unfortunately, a huge majority the (SMEs) hardly were aware nor convinced of the usefulness of accounting Information. Moreover, the financial reporting requirements for control and decisionmaking purposes were but a vocabulary to many. The study recommends that the SMEs be educated on the importance of accounting information in decision-making. It is only after knowing the importance and role of accounting information that the SMEs will keep the proper records and use the accounting information for vital decisions. ***************

THE EFFECTIVENESS OF OUTSOURCING TAX COLLECTION IN TANZANIA Hawa Wahab Ridhuan Mringo Master of Business Administration (Finance), 2007 The study analyzed the effectiveness of outsourcing in Tanzania, using a case of Tanzania Revenue Authority (TRA). The objectives of the study were to assess the level of revenue collection prior and after outsourcing, level of risk reduction and level of customer satisfaction after outsourcing in TRA. This study employed a descriptive research design. It was mainly based on primary data that was collected through semi-structured questionnaire and supplemented by secondary data from review of literature on revenue collections in Tanzania. The findings show that level of revenue collection has improved tremendously; the risks prior faced by TRA were reduced to a greater extent and the level of customer satisfaction improved to a great extent compared to pre-outsourcing period.

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Bases on the research findings and discussions, we have seen that the risks prior faced by TRA were completely eliminated, revenue collection increased and the level of customer satisfaction increased as well. This study was done using data from Dar es Salaam only. Further study could be done on the same topic and sample survey to be conducted in the whole country to generalize what was found from the small sample. ***************

EFFECTS OF AUTOMATION OF BANKS PROCESSES ON CUSTOMER SERVICE DELIVERY IN COMMERCIAL BANKS A Case Study of Citibank Tanzania Limited

William Fidelis Makoresho Master of Business Administration (Finance), 2006 The adoption of technology into service industries is becoming a strong trend as service providers are now being urged by industry bodies to invest in technology as a way of securing their future in the technology age. Due to lack of computerized customer services banks have found difficulties in providing efficient and better services. They have been facing problems of long delays of services to their customers. Citibank Tanzania Ltd, which was used as a case in this research, has been investing large amounts of money in automating its processes. The research intended to explore whether investment in Information Technology done by Citibank Tanzania is operationally justified and whether it has an impact on customer service delivery. Three study hypotheses were developed. Hypothesis One tested Information system usage and customer satisfaction, Hypothesis Two tested whether the growth of electronic banking has direct relation to the improvement of banks service delivery, and Hypothesis Three tested whether banks process automation directly impact service turn-around time. Cronbachs alpha test was used to test the reliability of the questions. It was found that majority of respondents (over 87%) agreed that automated banking services assist fast delivery of banking services and enables settlement of transactions in less than 15 minutes. From the hypotheses testing it was found that automation of banking services had direct relationship to the improvement of banking services, direct impact on service turn-around time and direct proportional to customer satisfaction. ***************

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CONSUMERS PERCEPTION OF ADVERTISING IN TANZANIA Bernard Venant Ndunguru Kapesi Master of Business Administration (Marketing), November 2007 This study sets out to understand consumers perception of advertising in Tanzania with the view to understanding the perceived role of advertising in guiding purchasing decisions, exploring the role advertising plays, whether or not the ads are entertaining and interesting enough to generate positive ad recall rates, to establish how informative and persuasive the different types of advertisements are to Tanzanian consumers and finally to establish if there are issues regarding ethical conducts in advertising and how to address them. This study therefore examines the underlying beliefs that may account for perception of advertising among the Tanzanian consumers as a result of the countrys trade liberalisation policy adopted in the late 80s. Qualitative research approach involving the use of Focus Group Discussions (FGDs) was adopted in collecting data for this study. The FGDs were made up of both males and females drawn from the C1C2D socio-income groups, aged 18 - 45 years. Digital recording devices were used to record the discussions. Although research findings show that there is a positive perception of and favourable attitudes towards advertising in general, it does not necessarily mean that advertising alone influences purchase decisions. Discussants noted that advertising is useful in product knowledge and availability, and pointed out a few ads considered unethical and/or intrusive in the values and lifestyles of consumers. Entertaining and humourous ads were said to have high recall rates. They also expressed the need for having rules and regulations for advertising to guide both the media and advertisers on ethics. Based on the focus group respondents the findings indicate that there are economic, social, ethical and regulatory factors of advertising to be considered when examining attitudes towards advertising in general. Implications of the findings have been highlighted under the respective areas such as implications to theory, to advertising practice/profession, policy implications and managerial implications. *************** THE USEFULNESS OF ACCOUNTING INFORMATION FOR DECISION MAKING IN TANZANIA PUBLIC UNIVERSITIES The Case of University of Dar Es Salaam Exaut Julius Master of Business Administration (Finance), November 2006 This research aimed at assessing the usefulness of accounting information for decision making in Tanzanian Public Universities. This study analysed how far users competence, information quality and nature of accounting information provided contributed to improvement of the usefulness of accounting information for decision making in Tanzania Public Universities, taking the University of Dar es Salaam as the case study.

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In examining the usefulness of accounting information the study was conducted to answer the research questions like, do users of accounting information have the relevant experience and qualification? Does the accounting information contain the relevant quality? and does the nature of accounting information influence the usefulness of it. In order to answer the above questions data were collected from 79 respondents, out of whom 51 were Accountants, 19 Deans and Directors, 5 internal auditors, the Bursar for MUCHS and Mlimani, as well as the Chief Administrative Officer and Chief Academic Officer of the University of Dar es Salaam. Data were analyzed using SPSS computer software program. The research found that there were a significant relationship with respect to competence and quality of accounting information in decision making. However with regard to the nature of accounting, the research found that there was no relationship with respect to usefulness. The conclusion reached here is that accounting information is useful in decision making with respect to users competence and quality of accounting information provided. This study was carried out at the university level and thus appeals for more studies in other sectors of the economy for further assurance. ***************

FACTORS DETERMINING DEPOSIT MOBILIZATION IN COMMERCIAL BANKS IN TANZANIA Alpha Wilson Magubila Master of Business Administration (Finance), November 2006 The overall objective of this study was to analyze factors determining deposits mobilization in commercial banks in Tanzania. More specifically the study intended to: examine the impact of information technology in deposits mobilization; evaluate the contribution of location of the bank on deposit mobilization; examine the impact of varieties of services offered on deposit mobilization; and assess the relationship between banks image and deposit growth. The study employed a sample survey technique, where 60 customers and 60 bank officials from four banks (CRDB bank, Akiba Commercial bank, Stanbic bank and Standard chartered bank) were interviewed as representatives in this study. Both primary and secondary information were used in this study. Primary data through questionnaires was analyzed using Statistical Package for Social Scientists (SPSS). The results were presented using frequencies and charts to supplement and support explanations. The results from the analysis of both the primary and secondary data made the study to come up with the conclusion that all the factors are influential in Deposit Mobilization in Commercial Banks in Tanzania. Also limitations and area for further research were identified. From the study, recommendations are made on improving the use of information technology in commercial bank to allow more utilization of Electronic money and credit cards. Also it recommends Commercial banks to design a way to make deprived rural population to get the banking services. ***************

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FACTORS INHIBITING TRAINING AND DEVELOPMENT OF NON-ACADEMIC EMPLOYEES OF THE UNIVERSITY OF DAR ES SALAAM The Case of Directorate of Investment and Resources Mobilization Amos Langaeli Nnko Master of Business Administration (Human Resources Management), October 2007 In this study the researcher wanted to examine factors inhibiting training and development of non-academic staff of the University of Dar es Salaam and in particular the Directorate of Investment and Resource Mobilization (DIRM). In order to probe the research problem, the study worked out a population sample drawn from employees working with six units of the DIRM. These units are University Student Accommodation Bureau (USAB), Research flat accommodation facilities, Silver Sand Hotel, Transportation Unit, Photographic Unit and Insurance Agency. The total of 60 employees was sampled out of a population of 100 employees. The study was based on the case study; both qualitative and quantitative research approaches were used. Simple random sampling method was used to select respondents from the population. The Instruments used for data collections were questionnaires, interviews, observations and documentary review. The data analysis was done through SPSS and the qualitative data were tabulated and frequented, the respective percentages were calculated and where necessary, tables, graphs, and narrative modes were used to represents results obtained from the data analysis. Finally the data were interpreted. The findings have indicated that training and development of non-academic staff is affected by various factors. Such factors were unavailability of training and development policy and programs for non academic staff, Inadequate training budget, lack of management support, untrainable employees, poor recruitment system, the use of poor training method, poor employees participation in training and development, incompetent trainers, lack of coherent staff performance appraisal system, poorly conducted TNA, Lack of job re categorization after training, improper planning on employee training, lack of competent and professional HRM practitioners and lack of transparency in selection of trainees. In view of these factors the study recommended the need to have training policies, accrue funds for employees training and development. Also TNA should be done effectively and professionally in order to accurately establish the quality of the workforce required by the organization. *************** PUBLIC SERVICE DELIVERY AND FINANCIAL PERFORMANCE OF GOVERNMENT EXECUTIVE AGENCIES IN TANZANIA The Case Study of the Agencies in Aviation Sector Paul Christian Rwegasha Master of Business Administration (Finance), November 2006 This study has chosen three Executive Agencies in aviation sector namely TAA, TCAA and TMA as the case study. The broad objective of this study was to investigate how effective the established Executive Agencies in Tanzania implements and achieve the objectives of their establishments. More specifically, the

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study was intended to assess and establish whether the established executive agencies have managed to make improvements on financial performance and in delivering public service, and to come up with the conclusion on whether the decision of government to create executive agencies was viable decision or not. Quantitative and Qualitative research approaches were used to collect data. The study found that, the significant progress has been made in the reviewed agencies compared with the period before their establishment. In terms of improvement in public service delivery, TCAA has made a tremendous improvement followed by TAA which has scored average performance and TMA which has scored low in this aspect. In terms of financial performance TCAA and TAA have managed to generate own revenues to finance fully the expenditure budget and they are no longer dependent on government subsides. TMA due to the nature of services it offers has not managed to generate sufficient revenues to finance its expenditure budget, and therefore still depends heavily on government subsides. Generally the decision of establishing executive agencies as one of the public service reform strategy introduced by the government of United Republic of Tanzania is viable decision as most of the created agencies have shown positive trends in improving public service delivery as well as in financial sustainability. However, agencies need to be proactive in seeking ways to scale up their role in service delivery to public. They should have in place a program of continuous service quality improvement based on comprehensive and up to date information on customer needs and preferences together with the customers perception of the quality of service that is being delivered and to what extend this meets their expectations.

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COUNTRY OF ORIGIN EFFECTS ON PRODUCT EVALUATION A Case of Electrical Appliances and Motor Spare Parts Patrokil Kanje Master of Business Administration (Marketing), November 2006 This study aimed at investigating country of origin effects on product evaluation and specifically on the effects on quality perception, satisfaction and intention to buy for electrical appliances and motor spare parts. The study also looked at other related factors which include price, brand name, availability, and appearance. A random sample of 93 customers was studied using a cross sectional survey and three hypotheses guided the study. The first hypothesis proposed that a relationship exists between country of origin and customers perception of quality. The second hypothesis proposed that Countries of origin effects on product evaluation by customers are similar between electrical appliances and motor spare parts. Finally, it was hypothesized that there is an association between country of origin and purchase decision/intention by customers The study revealed that a significant relationship exists between country of origin and perception of quality by customers in the purchase decision. It was also found out that customers perceptions differ in terms of products durability, accessibility, ease of use and performance based on country of origin. However, price has been found to outweigh country of origin effects in influencing purchase decision. In certain cases

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country of origin effects are similar across the two product classes of electrical appliances and motor spare parts. Relevant recommendations for prompt action and further research include research on hybrid products, places and other factors have been made to other researchers. Other studies that have been conducted in the developed world can also be replicated in the developing world for better and more accurate generalizations. ***************

FACTORS INFUENCING DEFAULT IN A GROUP LENDING MODEL USED BY MICROFINANCE INSTITUTIONS IN TANZANIA A Case Study of PRIDE (T) & PTF Suzana Sakilu Master of Business Administration (Finance), November 2006 The study investigated Factors Influencing Default in a group Lending Model used by Micro-finance Institutions (MFIs) in Tanzania. Three objectives guided this study, namely, to investigate whether or not transaction costs incurred by MFIs clients result to default, to examine multiple membership in relation to loan repayments and to investigate if the default in MFIs has any impact on client population. The study was conducted in Dar es Salaam region and a survey approach was used. The sample comprised 120 respondents from two MFIs. Data collection was undertaken through questionnaires, semi- structured interviews and documentary review. Findings from the study reveal that transaction costs do not have an impact to loan repayment basing on the fact that, MFIs clients regard weekly meetings as a chance for exchanging new ideas about business. Likewise, the study reveals that multiple membership influence loan default. Comments given were due to small amount of loan, lack of clients awareness and culture of being unsatisfied. Lastly, the study reveals that loan default in MFIs influence clients to dropout. The reasons given included: good clients are discouraged to waste their time and money paying for defaulters. The study concluded that both MFIs and their clients had a vital role to play in order to improve loan repayment. The study insisted training to MFIs clients in order to acquire basic knowledge in running their business. The study recommended that in order to assure good repayments, MFIs should train their clients, provide them a grace period as well visit their business before providing the loan.

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AN ASSESSMENT OF FACTORS LEADING TO FUNGIBILITY OF CREDIT AND ITS IMPACT ON MICROFINANCE LOAN DELINQUENCY The Case of The National Microfinance Bank Limited Muhidin R.S. Ally Master of Business Administration (Finance), November 2006 The main objective of this study was to assess factors leading to the fungibility of credit and its impact on loan repayment in the National Microfinance Bank Limited. Fungibility is said to have significant contribution on the performance and quality of loan portfolios of the commercial banks. The total of 111 respondents from four National Microfinance Bank branches in Dar es Salaam was sampled. Both qualitative and quantitative methods were used in data analysis. SPSS and Microsoft Excel programs aided data analysis. Simple linear regression models were used to test relationships that the researcher was interested to find out. It was found that factors leading to fungibility of credit in the National Microfinance Bank Limited included clients strategies of managing shocks, propensity to acquisition of fixed assets, high cost of credit, short product line and information asymmetry among others. At 5% level of significance it was concluded that there is significant statistical relationship between fungibility of credit and loan delinquency in the Bank. It was also concluded that Banks policy on fungibility of credit does not address the problem on its entirety. Lastly it was also found that fungibility of credit has positive relationship with frauds, misconduct and dishonest among employees and that it accounted for the greater part of the present delinquency and portfolio performance problem in the bank. *************** DEBIT CARDS AND CUSTOMER SATISFACTION The Case of CRDB Bank Ltd Catherine Zakaria Ringo Master of Business Administration (Finance) September, 2007 The general objective of this study was to investigate on debit card usage and customer satisfaction. The study investigated on the level of customer satisfaction from using debit cards and challenges that customers face from using of debit cards. The study utilized the survey method of data collection. It was conducted in Dar es Salaam and data were collected from CRDB bank. The study has established that there is a positive response for customer satisfaction in using of debit cards among the people interviewed. The study however established that there are challenges facing customer in using the debit cards. Challenges include frequent break downs of the ATM machine, limited cash withdrawal amount, narrow services offered by the card, few ATMs and POS centres, time consuming services due to long queues etc. The study recommends the need for the banking institutions to ensure cash availability at ATMs at all the

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times, increase the number of POS and ATM centres, regular servicing and monitoring of the machines to ensure their reliability, sharing of debit cards among banks,. The study also recommends for the banking institutions to reduce withdraw charges, more advertisements and education to create awareness and increase number and frequency of use, increase and integrate number of services, ensure high speed services, increase amount of money that can be withdrawn. *************** DISPOSAL AS A PUBLIC ASSETS MANAGEMENT STRATEGY AN EVALUATIVE STUDY OF DISPOSAL OF GOVERNMENT RESIDENTIAL PROPERTIES IN TANZANIA Siasa Issa Master of Business Administration (Finance), November 2006 Nearly all countries own or control substantial portfolio of public assets, including residential properties. Although governments generally attendwith greater or less experienceto the day-to day operational needs of their assets, few such governments think of their assets as a portfolio whose composition might be modified to better serve public purposes. The study aims at evaluation of disposal of residential properties in Tanzania that commenced in 2002 which involves the disposal of government and public corporations residential properties. The study is based mainly on a review of practical, academic, and institutional literature. It also uses data from TBA, individuals who purchased the public residential properties in Dar es Salaam and real estate experts. The findings of this study reveal that the exercise was not properly conducted given the best practices of the disposal of public assets. This is substantiated by the fact the government does not maintain the National Asset Register, not appropriately selected the buyers of public residential properties, did not follow the disposal route and did not conducted post disposal appraisal. It also becomes evident that the government still needs those houses and efforts need to be made to repossess some of the disposed residential properties. Finally, the study provides recommendations to the government on the actions to take to ensure that the public assets are managed efficiently in order to benefit all citizens who are the ultimate owners of the public assets. *************** THE ROLE OF MARKET SEGMENTATION IN ENHANCING FIRMS SERVICE DELIVERY The Case of Mobile Phone Companies in Tanzania Ahimidiwe Massawe Master of Business Administration (Marketing), November 2006 The study had three specific objectives; to examine the role played by market segmentation in enhancing

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mobile phone companies service delivery, whether quality of service delivered resulting from segmentation enhances customer satisfaction and whether the quality of service resulting from segmentation leads to increased mobile usage. Findings of the research show that to a great extent market segmentation improves quality of service delivered to customers. There is a strong relationship between the quality of service delivered and customer satisfaction and contribute significantly to increased mobile usage. Conclusively, it is evident that in order to provide quality service and be able to satisfy customers, companies need to understand well their customers and segment them according to their specific homogenous needs and serve them better than their competitors do. *************** RELATIONSHIP QUALITY AND CUSTOMER LOYALTY IN THE MOBILE TELECOMUNICATION COMPANIES IN TANZANIA Gabriel Redson Makupa Master of Business Administration (Marketing), November 2006 This research studies relationship between relationship quality and customer loyalty in selected mobile telecommunication companies (MTCs) in Tanzania. The researcher was interested in establishing the relationship between relationship quality (RQ) and customer loyalty with specific reference to mobile telecommunication companies. The study took the form of a cross-sectional survey design, using self-administered Questionnaires. It was carried out in 3 mobile telecommunication companies and involved 300 customers in Dar es Salaam. Tables were used to describe the characteristics of respondents. Pearson correlation was employed to establish association between the studied variables and to answer the research questions. Regression analysis was also used to explain the extent to which the independent variable predicts the dependent variable. The findings revealed a significant relationship between relationship quality components, i.e social bond and customer loyalty, which is consistent with the previous works done in the same area. This call for the need of strengthens relationship with customers if telecommunication companies in Tanzania want to win customer loyalty and hence sustain their business. *************** CORPORATE GOVERNANCE FOR PENSION FUNDS IN TANZANIA A Comparative Study of PPF and NSSF Mohamed A. Ahmed Master of Business Administration (Finance), November 2006 Government-mandated pension plans exist, first and foremost, to provide some assurance of adequate incomes for citizens in retirement. The primary objective of these mandatory retirement saving programs is to ensure that workers would not face hardship in their retirement years and to ensure that governments

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are not faced with large social welfare costs if myopic workers did not save for retirement when they were working. The broad objective of this study was to assess and make a comparison between PPF and NSSF in the context of corporate governance in their operations. The study involved two pension funds, namely NSSF and PPF. Quantitative and qualitative research approaches were used to collect information. The results were presented and discussed using the list of criteria developed in this study. Findings indicated that, while poor governance in both NSSF and PPF were observed in terms of appointing and dismissal of CEO, appointing board members, good governance were observed in terms of term of office and holding of other government offices by CEOs, policy formulation of the pension funds, types of investments, gauging the risk of investment and procedures for investment decisions. Despite some little weakness observed in the pension funds in Tanzania, generally they reveal good governance in terms of their daily operations. To improve good governance of pension funds in Tanzania in their operations, the study suggests that CEOs appointment should be done by the Board of Trustees instead of the President as it is currently. The tripartite representation of the board of trustees is good but should include pensioners. ***************

FACTORS AFFECTING CELLULAR PHONE USAGE IN TANZANIA Rick Eliud Kikota Master of Business Administration (Marketing), 2006 Cellular phone usage in Tanzania has increased since the introduction of this important service. This research work were aimed on studying factors influencing the adoption and usage of cellular phone in Tanzania; and role of promotional campaign in cellular phone industry in increasing cellular phone usage. The country has not achieved the MDG target figure of cellular phone users. It was hypothesized that perceived benefits, affordable pricing and other factors need to be controlled so that the country can increase the number of people using cellular phone. Primary data was collected from the user of cellular phone, and was captured by the aid of a questionnaire. Collected data were analysed by simple frequencies and Chi-square tests. It was revealed that majority of the respondents are of the opinion that usage of cellular phone increases productivity at their works and it is convenient to use. Also majority do no agreed that cellular phone usage is due to price being charged by network provider. The majority of the respondents are of the opinion that promotion made by network provider attracts them in cellular phone usage. Also in average usage of cellular phone is influenced by advertisements and price review from network provider. It was concluded that the use of marketing strategies by network provider has no significant relationship with increase in cellular phone usage. This suggest that there are other factors that may influence the increase of people using cellular phone in Tanzania ***************

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INFORMATION SYSTEMS SECURITY MODELLING IN ORGANIZATION Abamwesiga Kiiza Beneth Master of Business Administration (Finance and Information Systems), November 2006 The objective of this research was to formulate a model for explaining the triggers of information security management (ISM). The ISM is influenced by three major factors: the senior management perception of security risk, the internal and or external security events that are deemed significant when they occur and the perceived strategic importance of information system in the organisation. The research employed the positivist methods to evaluate the factors influencing the change in information system security management in the organisations. A sample of 35 organisations was selected; these organisations were using information system as the strategic system and were using the system in the last three years during the period of study. The structured questionnaire was used for data collection. Data analysis was done using quantitative techniques including proportions, factor analysis and chisquare test. The study findings are: that information risk awareness amongst directors and senior manager influence how information security reviews take place, the perceived strategic importance of the information system in achieving the organisation objective and the influence of external and or internal security events that are important by the management does influence the information security management practices. The research concludes that, there is an intricate relationship between perception of risk and ISM, the relationship between perceived strategic importance of IS and ISM practice and external an or internal security events does influence the way the ISM practice is conducted in organisation. The research, therefore, recommends that apart from the contemporary technological approach, securing information should take a strategic perspective in addressing risk perception amongst senior executive and as well address other issues such as information culture, awareness and constantly scanning the environment both within and outside to monitor surfacing new security threats and adjust the controls to mitigate these risks. ***************

TAX COMPLIANCE ISSUES ON SMALL AND MEDIUM SIZED ENTERPRISES SECTOR IN TANZANIA The Case of Small and Medium Sized Enterprises in Dar es Salaam Region Ndete Faraji Master of Business Administration (Finance), November 2006 Tax compliance is a serious and costly problem to SMEs in most developing countries. This study seeks to explore the tax compliance issues on SMEs in Tanzania. Thus, the study attempted to establish the key reasons of non-compliance and give out the suggested solutions to problems that lead to non-compliance.

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`In this study, the researcher used snowball sampling approach in order to include SMEs who operate outside of the tax net i.e. informally. The questionnaires were used to allow respondents to express their tax views freely. The study uses both qualitative and quantitative methodologies to analyze the data. The study found out number of factors that cause non-compliance of SMEs with the tax law in Tanzania, these are: - lack of knowledge by the taxpayers, high tax charged to SMEs, lot of time required for tax computation, poor business performance, limited time for tax payment, complexity of tax law, poor financial records, variations on turnover, corruption of some TRA officers, and liquidity problem. Further more, the study suggested possible solutions to problems revealed. Non-compliance of SMEs in Tanzania with the tax law is mostly caused by lack of tax knowledge and complexity of the tax law. Therefore, the tax authority could improve tax compliance through educating SMEs on tax matters and by being transparent. *************** LIQUIDATION OF PUBLIC ENTERPRISES IN TANZANIAAND ASSOCIATED PROBLEMS IN PAYMENT OF EMPLOYEES TERMINAL BENEFITS The Case of Mwanza Textiles Limited

Juvenalis Motete Master of Business Administration (Human Resource Management), November 2006 This study was conducted to investigate liquidation of public enterprises in Tanzania and associated problems in payment of employees terminal benefits. MWATEX (In Liquidation) was taken as a case study. The principle objective of this study was to examine and document factors behind problems associated with payment of employees terminal benefits of liquidated public enterprises in Tanzania, and to suggest remedial and appropriate measures that could be taken to reverse the trend. Data for this study was collected using both secondary sources and structured self-administered questionnaires. A random sample of 250 was selected out of 1,723 employees, who were on roll as of October, 1993. 150 (or 60% of the targeted sample) employees responded. Data were analyzed using SPSS. Findings of the study revealed that terminal benefits offered to employees of liquidated public enterprises are inadequate, there is lack of awareness on the part of the employees with respect to the procedures involved and their rights to terminal benefits, and employers and pension Funds mishandle payment of terminal benefits. As a result, the study recommends the establishment of strong and independent trade unions to advocate for the rights of their members, and treating legal prescriptions as merely laying down minimum terms on terminal benefits thereby adopting other non legal means (e.g. social corporate responsibility) to achieve equitable terminal benefits. ***************

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INVESTIGATION OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN TOURIST HOTELS The Case of Dar es Salaam Nasra Kara Master of Business Administration (Marketing), November 2006 Highly significant changes are currently taking place in tourism, with a notable increase in competition between hotel companies and especially between emerging and consolidated tourist destinations. Due to such a fact, this study specifically endeavored to investigate the factors influencing customer satisfaction in tourist hotels in Dar es Salaam. Both qualitative and quantitative data were used to generate reliable data, to identify study factors like perceived service quality, perceived price and hotel location. Data were collected from fifteen tourist hotels in Dar es Salaam. Primary data were collected through using structured questionnaires and observation while secondary data were considered as well. The analysis of the research data was done by using SPSS package whereby a non- parametric test (chi square test) was used to test the strength of the observed variables, and multiple regressions was used to test the proposed hypotheses. The overall findings revealed that hotel customers were satisfied to a great extent with the services they received in tourist hotels, while the hotel locations in the city centre and the reliability in maintaining daily menu proved to be a less significant factor in influencing customer satisfaction. However, it has noted been that, in order for hoteliers to operate well in the competitive environment, training should be given to hotel workers, the price of food and beverage should be reduced and additional services should be available in hotels located in the city centre. *************** CHALLENGES AND POSSIBILITIES OF MAKING MARKETS WORK FOR THE POOR: The Case of Barrick Gold Mines in Tanzania Chediel Nyirenda Master of Business Administration (Finance), September 2006 The mining sector in Tanzania employs many people and therefore makes huge purchases both locally and internationally and could make a big market for local products. This research was conducted in Kahama, Tulawaka, and Buzwagi. The objectives were to identify the needs of Barrick, to analyze local capacity to supply these needs, to identify the challenges hampering this capacity and then suggest a local procurement strategy that would add value to both Barrick and the local SMEs. Visits were made to the

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mine sites and to the surrounding communities and interviews conducted with key personnel. Important documents were also reviewed. This research has found out that there is a good potential for local entrepreneurs to supply the needs of Barrick Gold Mines in Tanzania. The local entrepreneurs do not meet the quality and reliability standards that cannot be compromised by Barrick. It was also found that Barrick contributes a lot to community development through building schools, wells, a market and a hospital and they employ many local people. They have done a lot of other forms of charity. In spite of these offers Barrick still needs to take a step further and engage in social enterprise development to support the actual economic development. One step is by forming an Entrepreneur Resource and Information Centre. Difficult policy regulations should be dealt with, the business formalization sped up and local entrepreneurs should engage in the formation of companies in order to become competitive *************** CHALLENGES OF INFORMATION SYSTEMS IN SUPPORTING BUSINESS NEEDS OF INSURANCE COMPANIES IN TANZANIA A Case Study of Heritage Insurance Company Tanzania Limited Evan Makundi Elisafisha Master of Business Administration (Human Resource Management), November 2009 Information system adoption has become part and parcel of modern business both in developed countries as well as developing countries. Many organizations particularly in the financial sectors are heavily dependent on information systems to execute their daily operations and provide management with viable accurate, timely, relevant information for decision making. Insurance companies have not been left behind in the quest for adopting information system in their businesses. However the process of adopting these systems has not been without hitches. Many companies have spent lots of money in anticipation of getting a system that will meet their business needs through improved service delivery and efficiency, but to their surprise they end up being frustrated by getting a system that does not meet their requirements and expectations. This study focused on challenges of information system in meeting business needs of insurance company in Tanzania, a case study of Heritage Insurance Company Tanzania Limited. Data was collected through the use of structured questionnaires from employees of Heritage Insurance. The total number of employees responded to the questionnaire were 38 out of 50 employees of Heritage Insurance. Based on the variables and the stated hypothesis, the full regression model was analyzed. Various probability theories were used in an attempt to answer specific questions based on variables and stated hypothesis. The finding of this study reveals that usefulness, information quality, ease of use and vendor support has significant impact on information system users acceptance at Heritage Insurance. However these are not the only variables that have significant influence on user acceptance, it may be assumed that other variables such as management support, user involvement in acquisition, implementation process, and motivational, behavioral and attitudinal components might as well have a significant influence on information system user acceptance. ***************

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FACTORS AFFECTING HUMAN RESOURCES PLANNING PRACTICES IN PRIVATE ORGANIZATION The Case of CRDB Bank Limited in Tanzania Rukia Msusa Master of Business Administration (Human Resources), November 2009 The main objective of this study was to explore factors affecting Human Resources Planning practises in private organization, a case of CRDB Bank. Despite the efforts made by organizations to ensure that there are right people, in the right place, at the right time, there are still some challenges in the whole process of implementation of effective Human Resources Planning in the Tanzanian private organizations. Failing to properly plan for their human resources, employers are forced to become reactive, rather than proactive. This tendency of reactiveness causes problems of rush recruitment which sometimes led to wrong recruitments. Respondents were drawn from CRDB Bank staff in three different branches. Sample of 60 respondents out of 196 were selected by using simple random sample. Questionnaires and documentary review were adopted as main tools of collecting data. Findings revealed poor implementation of HRP at CRDB Bank, and realized factors affecting HRP Practises at CRDB Bank such as limited budget, ad hoc decisions, labour turnover, improper linkage of HRP activities with corporate strategy, improper information of HR, inadequate appreciation of the value of HR, lack of retention plan, and poor communication. The study concluded and recommended the need for the realization of HR as the most valuable assets and develops an appropriate reward system that will attract and retain employees in order to achieve a competitive advantage. CRDB Bank should consider recruiting HRP professionals, who will ensure that recruitment is done with minimal errors, so that right people, to be in their right place, at the right time. HRP at the CRDB Bank should be established in a master plan where by the requirements of each project that is initiated should be incorporated in the budget. *************** ASSESSMENT OF TIMELINESS OF FINANCIAL REPORTING The Case of Muhimbili University of Health and Allied Sciences in Tanzania Mussa Hamid Mzuzuli Master of Business Administration (Finance), November 2009 The problem of untimely financial reporting in the public institutions has become critical as far as the Controller and Auditor General (CAG) of Tanzania is concerned. Among the most affected areas in delay of submission of financial statements for auditing are the public Universities.

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The main objective of this study was to make an assessment of timeliness of financial reporting at public Universities in Tanzania and to assess factors which affect preparations and submission of financial reports. This case study conducted at the Muhimbili University of Health and Allied sciences (MUHAS). The MUHAS financial report and nine other financial reports from donor funded research projects, from 2002- 2008 were randomly selected and analysed. Questionnaire were prepared and distributed to various staff at the University. The financial reports for the period covered were obtained, their issue date and auditors report types were recorded and analysed. The study found that; no significant associations observed between the number of staff, their experiences, professional educational level, and work structure, frequency of producing financial reports and the degree of internal control with the timeliness of financial reports. The study results imply that; there other factors that may be associated with timeliness of financial report that need to be researched or the same variables using higher level of significant. *************** AN INVESTIGATION OF THE STATE OF AUDITOR INDEPENDENCE IN SMALL AUDIT FIRMS IN TANZANIA Patrice Deemay Master of Business Administration (Finance), November 2009 Professional standards require auditors to be independent in the performance of attestation services. Critics of the accounting profession have expressed concern that, pressure to maintain and develop business opportunities may erode an auditors objectivity and independence especially for small audit firms when making audit judgments. This study investigated the state of auditor independence in small audit firms in Tanzania. Four specific research objectives were developed. These were: to assess the extent of auditor rotation in the small firms; to assess the proportion of non-audit fee to total fee from a client; to examine the extent of price competition in the small audit firms and to assess the proportion of audit firms financial dependence from a client. Data was collected from fifty-four respondents comprised of; twenty small audit firms, four big audit firms and thirty client firms by using both close and open ended questionnaires developed for that purpose. Data obtained were analysed quantitatively using the Statistical Package for Social Sciences (SPSS) especially Frequency Tables and Percentages. The findings indicated that the rotation of audit firms/partners in small audit firms seemed to be rarely practiced and hence their independence is in question. Also perceptions of auditor independence were statistically significantly lower for the cases where the audit firm performed non-audit services in addition to audit services. It was also found out that small audit firms are influenced by their clients to reduce audit fees especially during initial engagement something detrimentally impair their independence. However, the assessment of small audit firms financial dependence over individual client did not indicate great impact. It is recommended that regulators set certain minimum number of partners to be able to undertake required audit rotation; also to limit the number of non-audit services to be offered by a firm to two or three only, and finally a compulsory formation of audit committee in the clients firms corporate structure. *************** THE ROLE PLAYED BY TAX PRACTITIONERS ON VALUE ADDED TAX (VAT)

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COMPLIENCE IN TANZANIA Venance Mshana Master of Business Administration (Finance), November 2009 The main objective of the study was to evaluate whether Tax Practitioners enhance Taxpayers Value Added Tax compliance in Tanzania. Specifically Tax practitioners knowledge in VAT laws, reliability of their advice given to taxable persons and the level of accuracy observed on VAT returns prepared by tax practitioners were assessed. Factors that influence taxpayers decision to engage tax practitioners were also evaluated. The study is a sample survey conducted in Dar es Salaam region covering 72 VAT registered taxpayers, 34 Tax officials and 5 Tax practitioners. Result from the study show that tax practitioners have sufficient knowledge in VAT laws; exhibit high skills and professional competency; and advice their clients accurately. VAT returns prepared by Tax practitioners are more accurate than those returns prepared by the taxpayers themselves. Further results show that factors which forced the VAT registered taxpayers to use tax practitioners includes among others lack of tax and accounting knowledge, complexity of tax laws and objectively to have the most correct VAT returns. The study recommends the enhancement of tax education program as it will increase the taxpayers ability to understand the tax system thus enabling them to have clear conscience in carrying out their responsibilities. Simplification of tax laws, improvement of taxpayer services and recognition of tax practitioners as the key stakeholders in building voluntary VAT compliance. Lastly further research areas have been identified. *************** THE USE OF FINANCIAL STATEMENTS INFORMATION IN THE LENDING DECISION PROCESS IN TANZANIA The Cases of CRDB, NBC and NMB Bank Salama Mohamed Master of Business Administration (Finance), November 2009 This research aimed at assessing the use of financial statements information in the lending decision process in Tanzania. It analyzed the key information required by banks in their lending decisions and assessed the quality of information contained in financial statements that result into favourable bank lending. The sample was selected randomly from loan officers of the three financial institutions which were NBC, NMB and CRDB. Total respondents were 88 and the tools used for collecting data were questionnaires and interview. The data were then processed and analyzed through SPSS and presented in form of tables, frequencies and percentages. The findings of the study revealed that the key information required by banks in the

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lending decisions were Balance Sheet, Income statement, Business Plan and Budget for next years. The study further discovered that there are other information required by banks in their lending decisions. These include stock and debtors list, residential assurance of the borrower, availability of collateral and integrity of the borrower. The conclusion reached is that, the quality of the financial statements information is something very crucial in lending decision process as it influences the lending decision. Finally, the study recommends further studies to examine the use of financial statements information in non banking financial institutions in Tanzania and to establish a relationship between auditors attestation of the financial statements and the degree of reliability of the same in relation to adequate repayment of the loan. ***************

FACTORS LEADING TO INVESTORS INACTIVE TRADING OF SECURITIES IN THE SECONDARY MARKET The Case of Dar es Salaam Stock Exchange (DSE) Lawrence Mworia Master of Business Administration (Finance), November 2009 The general objective of this study was to investigate the factors that are leading to investors inactive trading at DSE market. The study investigated the factors that are causing the public to shy away from the secondary trading of securities, the factors that hinder the awareness of DSE by the public as well as the relationship between the information given out by the DSE and the publics perception. The study population included the officials from the CMSA, DSE, as well as investors and non-security investors. Both primary and secondary data were collected and analysed through quantitative and qualitative methods. The study found out that there are a number of factors causing the public to shy away from the secondary trading of shares, including little or lack of capital to invest, and the desire to gain a profit due to share price appreciation. Factors identified to be hindering awareness of security trading with DSE include low level of education, lack of interest by the public, difficult in understanding the technical information given and the culture of unwillingness to change. The study recommends that both CMSA and DSE should play an active role of awareness creation and capacity building through training and aggressive promotion activities to raise the public awareness of the DSE operations. The public and potential investors are also advised to take a step forward to understand how the market operates, what opportunities are available and also to mobilize funds for investing in the trading of shares. ***************

THE EFFECTIVENESS OF CAPITAL DEVELOPMENT GRANTS IN POVERTY

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ALLEVIATION IN TANZANIA The Case Study of Four Selected Councils in Ruvuma Region Ndaki Stephano Master of Business Administration (Finance), November 2009 This study made an assessment of the effectiveness of Local Government Capital Development Grants (LGCDGs) in poverty alleviation in four councils of Ruvuma Region in Tanzania: Mbinga District Council, Songea Municipal Council, Songea District Council and Tunduru District Council. The data collected covered the period of 2004-2009 and provided enlightening insights for the situation in the four councils with respect to various development growth indicators in this period. Out of 148 targeted respondents, 122 (82%) gave full usable responses. Data were collected by using questionnaires, document review, interview and observation, and both quantitative and qualitative research procedures were used in data analysis. The key findings of the study were: (a) the local investments were being made in accordance with local needs as determined through local participatory planning and budgetary processes, ( b) The received funds were being channeled to the projects and uses as intended and there is an improvement/expansion for physical stock of new and rehabilitated infrastructure, (c) The communities, specially the poor, have improved their access to local services, and (d) There was a positive relationship between the LGCDGs received by Local Government Authorities (LGAs) and the standard of living of the local community. Lastly, the study concluded that most of the local communities were aware of the LGCDG system and participates effectively in projects planning and implementation, but onerous conditions set by Local Government Support Project (LGSP) for access of funds did not foster the sense of development for disqualified Councils and thus retarding the development of innocent people in those councils. This study ends by giving specific recommendations on areas of further research and to different stakeholders, including the Government to review its policies on management of LGCDGs so as to eliminate the hindering difficulties/challenges found. *************** MAJOR FACTORS AFFECTING THE USE OF PUBLIC RELATIONS AS A MARKETING COMMUNICATION TOOL IN KENYAN ORGANIZATIONS Linda Onyuka Master of Business Administration (Marketing), November 2009 The overall objective of the study was to investigate the major factors affecting the use of PR as a marketing communication tool in Kenyan organizations. It aimed to establish how Managements training and perceptions; positioning in the management structure and nature of the PR function; PR practitioners skills and professionalism and type of organizations affected the use of PR in organizations in Kenya. The study used a descriptive design. Survey data was gathered from various corporate organizations and PR agencies

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in Nairobi, Kenya. Various

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