Theory of Planned Behaviour and Complaints Management: Cases of Bahi and Mpwapwa District Councils

Abstract

This paper explored how the theory of planned behaviour is linked to complaints management practices at the Bahi and Mpwapwa district councils. The “perceived behavioural control” belief of the theory was considered important for analysis. This belief assumes that people prefer easy ways of resolving issues. 37 respondents were sampled purposively to provide key information regarding complaints handling practices. A semi- structured interview was conducted and a basic interview question on how senior leaders ensure effective complaint management was asked. An inductive thematic analysis was conducted to reveal actual complaints management practices. Five complaints management behaviours were inductively generated: diverted, political, experience, efficiency, and deception. First, the study recommends that the Presidents’ Office-Public Service Management and Good Governance acknowledge diverted, experiences and political means. Second, complaints management officers should conduct a complaints management census in each department and unit to register complaints. Third, at each visit by a political leader, council officers could be in the meeting, recording complaints reported and the resolution reached by politicians. It should be established that during compliance inspection by the Presidents’ Office, Public Service Management and Good Governance officers, departments and units could also be accessed to uncover other complaints and management-related issues such as deceptions.