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
Citation
Degree of Masters of Business Administration (MBA), School of Business, University of NairobiPublisher
University of Nairobi