EFFECT OF SERVICE LEVEL MANAGEMENT ON CUSTOMER SATISFACTION IN THE COUNTY GOVERNMENT OF NAKURU
Abstract
According to world bank report customer satisfaction remains a significant challenge for county governments in Kenya, with many citizens expressing dissatisfaction over the quality, efficiency, and reliability of services provided. The problem of customer dissatisfaction in county governments is linked to issues with strategic service delivery. The study sought to assess the effects of service level on customer satisfaction in the County Government of Nakuru. The study was posited on Service Quality Model, (SERVQUAL). The study adopted a cross-sectional research design. The study targeted customers seeking services at the Nakuru County Government Headquarters in Nakuru City. According to human resource records the County headquarters serves an average of 986 customers per day. Nassiuma’s formulae were used to determine a sample of 135 customers. The study further adopted stratified random sampling from which the sample for customers was allocated to various ministries according to their relative sizes. Content validity was assessed in the study. Cronbach’s Alpha value. The study collected quantitative data. Quantitative data was analyzed by use of Statistical Package for Social Sciences. Data collected from the structured questions was analyzed using both descriptive and inferential statistics. Descriptive statistics was presented inform of percentages and frequency tables. Inferential statistics involved the correlation and regression analyses. Correlation analysis was used to determine the nature of the relationship between variables at a generally accepted conventional significant level of p < 0.05. The findings revealed that there was a positive and statistically significant correlation between service level management (r = 0.441; p < 0.05) on customer satisfaction in the County Government of Nakuru. From the findings the study concluded that there was a positive relationship between service level management on customer satisfaction in the County Government of Nakuru. The study recommended that regularly upgrading and maintaining service tools and facilities is crucial for improving service delivery. The County Government of Nakuru should allocate resources to invest in modern equipment and technology, which will help reduce service disruptions and inefficiencies.
Key Words: Service Level Management, Customer Satisfaction, County Government of Nakuru
CITATION: Njuguna, K. K., Omare, M. & Bowen, J. C. (2024) Effect of service level management on customer satisfaction in the County Government of Nakuru. The Strategic Journal of Business & Change Management, 11 (4), 1201 – 1213. http://dx.doi.org/10.61426/sjbcm.v11i4.3149
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DOI: http://dx.doi.org/10.61426/sjbcm.v11i4.3150
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