Quality Service Delivery in Social Protection Fund in Tanzania: Does Financial Capability Matter?

This study is set to examine the influence of financial capability on quality service delivery in the social protection funds in Tanzania. The study draws experience from the Public Service Social Security Fund in Dodoma. Using a cross-sectional research design, data were collected from 142 employees through questionnaire surveys. Data were analysed using descriptive and inferential statistics. The descriptive statistics were presented through mean and standard deviation. Also, inferential statistics was presented using multiple linear regression. Results show that employees at PSSF perceive quality service delivery as moderate. Further analysis reveals that budget allocation, investment in service, financial resources and funding sources significantly influence quality service delivery. Likewise, the R Square value of 0.546 indicates that 54.6% of the variability in quality service delivery is explained by the independent variables. ANOVA results confirm a significant relationship (p < .001) with an F-statistic of 46.840. The findings underscore the importance of financial capability in enhancing quality service. The study recommends that human resource departments to integrate financial literacy initiatives into employee development plans to empower staff with the skills needed to navigate financial challenges effectively. Additionally, policymakers and regulators should ensure adequate financial resources and support systems are in place to sustainably improve quality service delivery.