dc.description.abstract | The purpose of this study is to investigate the relationship between Public Relations and
customer satisfaction .The main objective of this research is to test if there is a correlation
between Public Relations and customer satisfaction. This study hopes to offer Nairobi City
County Government useful tips on how to use Public Relations to improve on service delivery. A
case study of The Nairobi City County Government and its relationship with publics will be
studied. This study will measure the impact Public Relations could have on the satisfaction of the
County government’s customers. The population of this study comprised of Nairobi residents
who are diverse in tribe, education level, economic status and social class. A sample of 400
residents will be drawn from the Nairobi County population of 3,138,369 (2009 Census). This
paper will use qualitative and quantitative methods of research. Different sampling methods will
be used to explore how the County Government relates to its publics and the impact it has on this
relationship. Data for this study will be obtained from the Nairobi City County offices and
different areas within the County. Questionnaires, interviews and focus group discussions are
some of the data collecting methods to be used. Based on the study objective, the study
concludes that communication efforts of the Nairobi City County Government is wanting as
communication is usually done through friends, print media, TV, social media and bloggers. The
study recommends that more proactive communication mechanisms should be engaged.
Adequate sensitization and mobilization of residents through mass media and consultative
meetings, with different level reporting of resolutions should be employed at the start of any
programme development and implementation. Further the study indicates that creation and
maintenance of good attitude and favorable opinion about organization enhance services
appreciation and customer’s satisfaction. Finally the study concludes that PR department of any
organization contributes to its development and enhances customer’s satisfaction. | en_US |