| dc.description.abstract | This study examined customer service delivery at Customs Services Department (CSD).
The objective of the study was to determine the effectiveness of customer service as a
competitive strategy for enhancing performance in Customs Services Department (CSD).
The research design was a case study because the unit of analysis was one organization.
The study used both primary and secondary data. Primary data was collected using an
interview guide that had open-ended questions which enabled the researcher to collect
qualitative data. The respondents for the study were eight (8) senior managers, two (2)
customer service desk staff and ten (10) customs officers drawn from various divisions of
Customs Services Department and twenty (20) clearing agents drawn from various
clearing and forwarding companies. Secondary data was obtained from review of Kenya
Revenue Authority documented publications such as corporate plans, Tax payer charter
internal memos among others. The study found that the main tasks of customer service in
Customs Services Department involve processing of declarations, release of cargo
resolving public complaints and provision of focused taxpayer education. Further,
findings indicate that service delivery in the department has not been satisfactory because
of poor working conditions and unfriendly customer attitudes. The department has over
the years performed fairly as compared to the other departments in Kenya Revenue
Authority. Lastly, the study found out that customer service in the department can be
improved through improvement in the work environment in addition to staff motivation
through training, promotions, rewards and recognition. This will enhance faster clearance
of cargo and cost savings leading to increased revenue collection and minimizes
corruption thus enhancing a positive image of the department. | en |
