Customer perceived service quality: the case of City Council of Nairobi
Murungi, Brenda K
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The service quality of governmental public institutions, credibility and the quality of service delivery matters a great deal for a country's economic performance. Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance in any organization. The objective of the study was to determine how customers perceive the quality of services offered by the City Council of Nairobi. To achieve this objective the study examined the dimensions of perceived service quality included in the SERVPERF model. A sample of 200 was chosen through systematic random sampling method and was administered through the drop and pick method. Responses were received from 170 respondents. The data collected was analyzed using percentages and means. Tables were used for analysis. Analysis of the data showed most of the customers felt that to large extent the Council did not have the listed service quality attributes. Of all the attributes listed, respondents felt that Council scored highest in terms of tangibles, responsiveness, empathy, assurance and lastly reliability. The low levels of perceived service quality indicate the quality of service delivered by the company did not meet the customer expectations Several recommendations were made based on the results of the study. The Council needs to train its staff on the various aspects. of quality and customer service. The council should also embrace technology in order to ensure that it is always in tune with customers needs and so as to be able to communicate with the citizenry even better. Further research could be carried out to determine how the various customer groupings in the society differ in the criteria to which they assess service quality. Further may also be done to identify the challenges faced by the employees and the Council itself in its efforts to provide quality services to its customers and their solutions.