An Evaluation of Customer Satisfaction at The General Post Office - Huduma Kenya Centre
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Date
2016
Authors
Journal Title
Journal ISSN
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Publisher
Daystar University, School of Business and Economics
Abstract
Service quality and customer satisfaction are important concepts that organizations must evaluate in order to remain competitive in business and experience growth. It is very important for organizations to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. The study employed descriptive design and used purposive sampling technique in identifying the respondents. This study utilized 132 customers and 20 employees of the General Post Office (GPO) Huduma Kenya Centre to evaluate customer satisfaction. Data collection instruments used in this study were questionnaire and interview guide. The data collected was analyzed using SPSS. The findings revealed that generally, customers were satisfied with the services they received despite experiencing a number of challenges. Some of the challenges were system breakdown, poor communication and poor customer care. Customer expectations and perceptions were also accessed in this study. The results showed that the most expected dimension of service related to the appearance of the physical surroundings of the Centre while the least was the ability of the employees to provide prompt services. The findings also showed that the Centre had achieved the objectives for which the Centre was set up. Among the many recommendations made towards customer satisfaction, there was need for the government to develop a policy on hiring of the Centre’s officials. Another proposal was for the Centre to adopt new technologies and equipment to address the frequent system breakdowns.
Description
Master of Arts degree
Keywords
Service quality, customer satisfaction, competitive in business
Citation
Guyatu, H. D. (2016). An Evaluation of Customer Satisfaction at The General Post Office - Huduma Kenya Centre. Daystar University, School of Business and Economics