{"id":"https://openalex.org/W7203440171","doi":"https://doi.org/10.51867/aqssr.3.3.22","title":"An analysis of the implementation of the quality management system in the public sector in Tanzania: A case study of TANESCO Kinondoni South Region","display_name":"An analysis of the implementation of the quality management system in the public sector in Tanzania: A case study of TANESCO Kinondoni South Region","publication_year":2026,"publication_date":"2026-07-27","ids":{"openalex":"https://openalex.org/W7203440171","doi":"https://doi.org/10.51867/aqssr.3.3.22"},"language":"en","primary_location":{"id":"doi:10.51867/aqssr.3.3.22","doi":"https://doi.org/10.51867/aqssr.3.3.22","is_oa":true,"landing_page_url":"https://doi.org/10.51867/aqssr.3.3.22","pdf_url":"https://quarterlyreview.net/ojs/index.php/aqssr/article/download/554/328","source":{"id":"https://openalex.org/S5407043160","display_name":"African Quarterly Social Science Review","issn_l":"3006-3493","issn":["3006-3493"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jpps-2"],"host_organization":"https://openalex.org/I4405259950","host_organization_name":"AJER Publishing","host_organization_lineage":["https://openalex.org/I4405259950"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"African Quarterly Social Science Review","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://quarterlyreview.net/ojs/index.php/aqssr/article/download/554/328","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001919830","display_name":"Robert Nesta Kagali","orcid":"https://orcid.org/0000-0001-6369-2997","observed_orcids":["https://orcid.org/0000-0001-6369-2997"]},"institutions":[{"id":"https://openalex.org/I15846685","display_name":"Mzumbe University","ror":"https://ror.org/02qrvdj69","country_code":"TZ","type":"education","lineage":["https://openalex.org/I15846685"]}],"countries":["TZ"],"is_corresponding":false,"raw_author_name":"Robert N. Kagali","raw_affiliation_strings":["Mzumbe University, Tanzania"],"raw_orcid":"https://orcid.org/0000-0001-6369-2997","affiliations":[{"raw_affiliation_string":"Mzumbe University, Tanzania","institution_ids":["https://openalex.org/I15846685"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5000075242","display_name":"Andrew S. Sulle","orcid":"https://orcid.org/0009-0003-9672-3990","observed_orcids":["https://orcid.org/0009-0003-9672-3990"]},"institutions":[{"id":"https://openalex.org/I15846685","display_name":"Mzumbe University","ror":"https://ror.org/02qrvdj69","country_code":"TZ","type":"education","lineage":["https://openalex.org/I15846685"]}],"countries":["TZ"],"is_corresponding":false,"raw_author_name":"Andrew S. Sulle","raw_affiliation_strings":["Mzumbe University, Tanzania"],"raw_orcid":"https://orcid.org/0009-0003-9672-3990","affiliations":[{"raw_affiliation_string":"Mzumbe University, Tanzania","institution_ids":["https://openalex.org/I15846685"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I15846685"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"3","issue":"3","first_page":"233","last_page":"243"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.4666000008583069,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.4666000008583069,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.3167000114917755,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":0.10520000010728836,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/quality-management-systems","display_name":"quality management systems","score":0.8569999933242798},{"id":"https://openalex.org/keywords/public-sector-organizations","display_name":"public sector organizations","score":0.6119999885559082},{"id":"https://openalex.org/keywords/tanesco","display_name":"TANESCO","score":0.765999972820282},{"id":"https://openalex.org/keywords/total-quality-management","display_name":"total quality management","score":0.8169999718666077},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.925000011920929},{"id":"https://openalex.org/keywords/organizational-performance","display_name":"organizational performance","score":0.8949999809265137},{"id":"https://openalex.org/keywords/performance-accountability","display_name":"performance accountability","score":0.8339999914169312},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.7409999966621399},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.8519999980926514},{"id":"https://openalex.org/keywords/resistance-to-change","display_name":"resistance to change","score":0.9710000157356262},{"id":"https://openalex.org/keywords/financial-constraints","display_name":"financial constraints","score":0.7229999899864197}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7116000056266785},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.6347000002861023},{"id":"https://openalex.org/C49898467","wikidata":"https://www.wikidata.org/wiki/Q1517706","display_name":"Stratified sampling","level":2,"score":0.5738999843597412},{"id":"https://openalex.org/C201289532","wikidata":"https://www.wikidata.org/wiki/Q608513","display_name":"Quality management system","level":4,"score":0.5482000112533569},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5480999946594238},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5447999835014343},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5432000160217285},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.44699999690055847},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4440999925136566},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.4203999936580658},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.4108999967575073},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.4101000130176544},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3580000102519989},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3549000024795532},{"id":"https://openalex.org/C123961466","wikidata":"https://www.wikidata.org/wiki/Q1061970","display_name":"Change management (ITSM)","level":3,"score":0.3490999937057495},{"id":"https://openalex.org/C2779357621","wikidata":"https://www.wikidata.org/wiki/Q655495","display_name":"Tanzania","level":2,"score":0.34549999237060547},{"id":"https://openalex.org/C204983608","wikidata":"https://www.wikidata.org/wiki/Q2111958","display_name":"Productivity","level":2,"score":0.3271999955177307},{"id":"https://openalex.org/C165672731","wikidata":"https://www.wikidata.org/wiki/Q25047583","display_name":"Organizational performance","level":2,"score":0.3095000088214874},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.305400013923645},{"id":"https://openalex.org/C198783460","wikidata":"https://www.wikidata.org/wiki/Q629173","display_name":"Management system","level":2,"score":0.3005000054836273},{"id":"https://openalex.org/C24756922","wikidata":"https://www.wikidata.org/wiki/Q1757694","display_name":"Data quality","level":3,"score":0.29750001430511475},{"id":"https://openalex.org/C2777960535","wikidata":"https://www.wikidata.org/wiki/Q131508","display_name":"Enterprise resource planning","level":2,"score":0.29440000653266907},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.2897000014781952},{"id":"https://openalex.org/C138897024","wikidata":"https://www.wikidata.org/wiki/Q381001","display_name":"Total quality management","level":3,"score":0.2888999879360199},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.28130000829696655},{"id":"https://openalex.org/C202372285","wikidata":"https://www.wikidata.org/wiki/Q1056396","display_name":"Human resource management","level":2,"score":0.2773999869823456},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.27480000257492065},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.27300000190734863},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.27070000767707825},{"id":"https://openalex.org/C2777386808","wikidata":"https://www.wikidata.org/wiki/Q5254078","display_name":"Delivery Performance","level":2,"score":0.2667999863624573},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.26260000467300415},{"id":"https://openalex.org/C12532035","wikidata":"https://www.wikidata.org/wiki/Q1399956","display_name":"Performance management","level":2,"score":0.25519999861717224},{"id":"https://openalex.org/C2983812674","wikidata":"https://www.wikidata.org/wiki/Q134808","display_name":"Delivery system","level":2,"score":0.25119999051094055},{"id":"https://openalex.org/C141571065","wikidata":"https://www.wikidata.org/wiki/Q1771949","display_name":"Performance measurement","level":2,"score":0.2502000033855438}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.51867/aqssr.3.3.22","doi":"https://doi.org/10.51867/aqssr.3.3.22","is_oa":true,"landing_page_url":"https://doi.org/10.51867/aqssr.3.3.22","pdf_url":"https://quarterlyreview.net/ojs/index.php/aqssr/article/download/554/328","source":{"id":"https://openalex.org/S5407043160","display_name":"African Quarterly Social Science Review","issn_l":"3006-3493","issn":["3006-3493"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jpps-2"],"host_organization":"https://openalex.org/I4405259950","host_organization_name":"AJER Publishing","host_organization_lineage":["https://openalex.org/I4405259950"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"African Quarterly Social Science Review","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.51867/aqssr.3.3.22","doi":"https://doi.org/10.51867/aqssr.3.3.22","is_oa":true,"landing_page_url":"https://doi.org/10.51867/aqssr.3.3.22","pdf_url":"https://quarterlyreview.net/ojs/index.php/aqssr/article/download/554/328","source":{"id":"https://openalex.org/S5407043160","display_name":"African Quarterly Social Science Review","issn_l":"3006-3493","issn":["3006-3493"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["jpps-2"],"host_organization":"https://openalex.org/I4405259950","host_organization_name":"AJER Publishing","host_organization_lineage":["https://openalex.org/I4405259950"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"African Quarterly Social Science Review","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5378999710083008,"display_name":"Industry, innovation and infrastructure"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7203440171.pdf","grobid_xml":"https://content.openalex.org/works/W7203440171.grobid-xml"},"referenced_works_count":7,"referenced_works":["https://openalex.org/W1980406593","https://openalex.org/W2239306219","https://openalex.org/W2344441533","https://openalex.org/W2560345587","https://openalex.org/W2887303025","https://openalex.org/W3197929404","https://openalex.org/W4285126888"],"related_works":["https://openalex.org/W7009423277","https://openalex.org/W7065509910","https://openalex.org/W3209130521","https://openalex.org/W7110558218","https://openalex.org/W4388484722","https://openalex.org/W2611125360","https://openalex.org/W3032631422","https://openalex.org/W4394832056","https://openalex.org/W4386128921","https://openalex.org/W1994140702"],"abstract_inverted_index":{"This":[0,150],"study":[1,151,175],"examines":[2],"effective":[3,170,178],"implementation":[4,41,171,180],"of":[5,39,104,111,172,207,212],"Quality":[6,51],"Management":[7,52],"System":[8],"(QMS)":[9],"in":[10,14,108,118,135,189,204],"the":[11,37,109,205,210],"public":[12,190,197],"sector":[13,191],"Tanzania,":[15],"using":[16,89],"Tanzania":[17],"Electric":[18],"Supply":[19],"Company":[20],"Limited":[21],"(TANESCO)":[22],"at":[23],"Kinondoni":[24],"South":[25],"region":[26],"as":[27,138,157],"a":[28,55],"case":[29],"study.":[30],"The":[31,94,174],"main":[32],"objective":[33],"is":[34,194],"to":[35,80,165,168,224],"assess":[36],"extent":[38],"QMS":[40,105,127,179,227],"and":[42,72,91,115,117,146,163,186,219],"its":[43],"impact":[44],"on":[45],"service":[46,136,187],"quality.":[47],"Guided":[48],"by":[49,140],"Total":[50],"(TQM)":[53],"theory,":[54],"quantitative":[56],"cross-sectional":[57],"survey":[58],"design":[59],"was":[60],"employed.":[61],"Data":[62],"were":[63],"collected":[64],"from":[65],"110":[66],"TANESCO":[67,98],"employees":[68],"selected":[69],"through":[70],"stratified":[71],"convenience":[73],"sampling":[74],"techniques.":[75],"We":[76,84],"used":[77],"structured":[78],"questionnaires":[79],"collect":[81],"primary":[82],"data.":[83],"analysed":[85],"our":[86],"empirical":[87],"data":[88],"descriptive":[90],"inferential":[92],"statistics.":[93],"findings":[95],"revealed":[96],"that":[97,126,154,177,196],"has":[99],"substantially":[100],"implemented":[101],"many":[102],"aspects":[103],"practices,":[106],"particularly":[107],"assessment":[110],"quality":[112],"standards,":[113],"monitoring":[114,217],"evaluation,":[116],"determining":[119],"performance":[120,184,216],"accountability.":[121],"Regression":[122],"analysis":[123],"further":[124],"indicated":[125],"practices":[128],"have":[129],"significantly":[130],"influenced":[131],"organizational":[132,182],"performance,":[133],"especially":[134],"delivery":[137,188],"demonstrated":[139],"improved":[141],"customer":[142,144],"services,":[143],"satisfaction":[145],"proper":[147],"resource":[148],"utilization.":[149],"also":[152],"noted":[153],"challenges":[155],"such":[156],"inadequate":[158],"employee":[159],"training,":[160],"financial":[161],"constraints,":[162],"resistance":[164],"change":[166],"continued":[167],"hinder":[169],"QMS.":[173],"concludes":[176],"enhances":[181,220],"efficiency,":[183],"accountability,":[185],"organizations.":[192],"It":[193],"recommended":[195],"originations":[198],"should":[199],"strengthen":[200],"employees\u2019":[201],"training":[202],"programs":[203],"use":[206,211],"QMS,":[208],"expanding":[209],"digital":[213],"technologies,":[214],"improving":[215],"systems,":[218],"top":[221],"management\u2019s":[222],"commitment":[223],"ensure":[225],"sustainable":[226],"implementation.":[228]},"counts_by_year":[],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-08-15T00:00:00"}