Service quality delivery by domestic workers in Nairobi's Buruburu estate

Abstract

Service quality is the difference between customer expectations of service and perceived service. Quality of service delivered by domestic workers has been an elusive issue over the years with not much emphasis on the quality. While it is of great value to highlight the plight of domestic workers, who to some extent are marginalized, it is also of great concern to study the household’s expectations of the services offered vis a vis the perception. This study sought to investigate the gap between the households’ perception and expectation of service quality delivered by domestic workers in Buruburu estate and establishing the factors affect service quality delivered by domestic workers in Buruburu estate. A descriptive survey research design was used. The target population for this study was the households in Buruburu estate who have employed domestic workers. The researcher used stratified random sampling technique to draw respondents from the population. The researcher used primary data obtained through a structured questionnaire. Descriptive statistics such as mean and standard deviation was used to summarise the findings of both service expectations and perceptions of the employers. In addition, factor analysis was carried out on the responses to the statements in order to extract factors perceived as important in the quality service delivery in households. The main conclusion is that different measures of service quality had different contributions to operational performance of domestic workers with the highest contributor being measures of responsiveness. The study concludes that expectation is a pivotal role because their expectations are the true standards for judging service quality. The study recommends that there is need for domestic workers and other employees to make sure things are done right the first time and to ensure that the promises made to employers are kept in terms of service delivery