Customer Service Training Content and Quality Service Delivery at Julius Nyerere International Airport, Tanzania

Abstract

Purpose: This study examined the effects of customer service training content on the provision of quality service delivery at Julius Nyerere International Airport (JNIA), where passenger complaints have risen despite a regulatory requirement for structured customer service training.

Design/methodology/approach: An explanatory sequential mixed-methods design guided by Public Strategic Implementation Theory, New Public Governance Theory and Public Value Theory was adopted. Questionnaires were completed by 82 of 86 frontline staff selected through stratified random sampling (95.3%), and 12 purposively selected supervisors and managers were interviewed. Data were analysed using descriptive statistics, Pearson correlation, multiple regression and thematic analysis.

Findings: Training content was rated highly (overall M = 4.09). Improvement of staff professionalism (M = 4.32) and relevance to passenger service tasks (M = 4.20) were the strongest aspects, while reflection of real operational challenges at JNIA was the weakest (M = 3.83). Training content was positively correlated with quality service delivery (r = 0.58, p < 0.01) and remained a significant predictor when training frequency and delivery methods were controlled (β = 0.261, p = 0.006). Interviewees stressed the value of realistic, scenario-based content.

Research limitations/implications: The study relied on staff perceptions at one airport; passenger-reported measures were not collected.

Practical implications: Airport authorities should make training content more practical and scenario-based, aligned with real operational challenges such as delays, complaints and processing pressure