The effects of service quality on customer satisfaction at the Nairobi Huduma Centre

Abstract

This study sought to evaluate the effect of service quality on customer satisfaction at the Nairobi Huduma Kenya Centre. The objectives of the study were: The objective of the study was to determine the quality factors that affect customer satisfaction and efficiency in Huduma Centre in Nairobi. Mixed-methods both quantitative and qualitative research methods were used in meeting the objectives of the study. A random sampling technique was used to select 50 respondents, who were surveyed, while a purposive sampling technique was used to select the respondents who were interviewed. The data that were collected were both qualitative and quantitative in nature. The statistical techniques that were used in the analysis processes included coefficients of variance, t-tests, descriptive statistics, standard deviation, and frequencies. The study found out that customers were generally satisfied with the quality of services at the centre. More specifically, the results of the study showed that the service quality factors that ensured customer satisfaction at the centre included service quality, friendliness of the centre’s officials, and the prompt resolution of customers’ issues, among others. The results also showed that customers were dissatisfied with such quality issues as failure of teller machines and slow internet signals, which delayed the services. Other factors included a lack of clarity with respect to procedures and the appropriate lines to join.