Abstract:
Renewed control has most successfully been used to encourage and coordinate public service
delivery and to meet public demands for the effective delivery of public services. The One-
Stop-Shop (OSS) public service delivery model is a modern example of government driven
centralization and coordination. The one stop shops in Kenya are in form of Huduma Centres
spread across the entire country. This study sought to examine the effect of service quality
dimension on customer satisfaction in Huduma Centres government services in Rift Valley
region, Kenya. The study examined the effect of service efficiency, accessibility, customer
responsiveness and service reliability on customer satisfaction. The study was anchored on
various service quality models and equity theory. Descriptive survey research design was
adopted for the study. The target population for the study included the daily customers at the
eleven Huduma Centres in Rift valley region. The researcher adopted purposive and random
sampling techniques to select 30 customers from each of the Huduma Centres to participate
as the study respondents. Research questionnaires were used as the main data collection
instruments. The questionnaire contained short structured statement built on a 5-point likert
scale. The questionnaire was checked for validity and reliability before the data collection.
The data collected was analysed using Statistical Package for Social Sciences (SPSS) version
24. Data was analysed in form of descriptive (frequencies, percentages, means and standard
deviations) and inferential statistics (correlation analysis and regression analysis). The
findings from the analysis were presented in statistical tables. The study demonstrated that
service efficiency, service accessibility, customer responsiveness and service reliability have
a significant influence on customer satisfaction in Huduma Centres. The study concluded that
service efficiency, service accessibility, customer responsiveness and service reliability have
a significant role in determining customer satisfaction in Huduma Centres. The study
recommended that the government should continue coming up with policy measures that will
improve the quality of services provided at Huduma Centres. Further the researcher
recommended that staffs in Huduma Centres should be trained on issues to do with handling
of customers as this will improve the level of customer satisfaction.
