Effect of Service Quality Dimensions on Customer Satisfaction among Government Huduma Centers in Rift Valley Region, Kenya

Abstract

The One-Stop-Shop 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. This Study Examined The Effect Of Service Quality Dimension On Customer Satisfaction Among Government Huduma Centres In Rift Valley Region, Kenya. The Study Examined The Effect Of Service Efficiency On Customer Satisfaction. The Study Was Anchored On SERVQUAL Model. Descriptive Survey Research Design Was Adopted. 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 Respondents. Questionnaires Were Used For Data Collection. Data Collected Was Analyzed Using Statistical Package For Social Sciences. Data Was Analyzed In Form Of Descriptive And Inferential Statistics. Findings Were Presented In Statistical Tables. The Study Demonstrated That Service Efficiency, Has A Significant Influence On Customer Satisfaction. The Study Concluded That Service Efficiency Has 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.