EFFECT OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION AMONG GOVERNMENT HUDUMA CENTERS IN RIFT VALLEY REGION, KENYA

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.