Determinants of service delivery on customer satisfaction by Local Authorities in Central Province, Kenya
Customer satisfaction is paramount to public service delivery. This elucidates the need for the study's focus on the major factors which influence service delivery in local authorities and thus in extension customer satisfaction. Though customer satisfaction does not have a standardized measurement and while us it differs from a person to person as per the expectation of each one of them, the study operated on the assumption that there is a convergence of needs and wants of each of the local authority's residents or citizens which does not diversely vary in relation to social, cultural, religious, educational, gender and political inclinations. The main purpose of this study was how customer satisfaction in local authorities could be enhanced through focusing on various components of spending, local revenue collections and management operation practices. The objectives of the study were: to explore effects of local authorities total local revenue collections on customer satisfaction, to explore effect of implementation of community identified projects (LASDAP projects) in local authorities on customer satisfaction, to explore the effect of local authorities' regular operations on customer satisfaction and to explore the effect of management operations on customer satisfaction. The study applied descriptive survey design coupled with stratified random sampling where stratus encompassed County Councils, Municipal Councils, and Town Councils. The study used multiple-linear regression analysis .together with conducting a null hypothesis test to ascertain the level and accuracy of the relationships. Through inferential statistics all the four objectives were tested using t statistic at 95% confidence level whereby they were found to be having a significant effect on the dependent variable of customer satisfaction. Through the study it was established that the Total local revenue collection influenced customer satisfaction negatively thus a resultant decline in customer satisfaction. The implementation of community projects (LASDAP Projects) led to a resultant rise in customer satisfaction on local authorities it was also established that with rise in council regular operations, there was a resultant improvement on the levels of customer satisfaction. The management operations had a positive relationship on local authorities' customer satisfaction; this implied that with improved management operations, there was a resultant increment in customer satisfaction on local authorities this was interpreted to be as a result of intervention roles played by the management in all phases of capital projects implementation, in local revenue collections and more so in leading and controlling their day to day operations. The influence of each of the three independent variables and one intervening variable on local authority's customer satisfaction were found to be having an influence in the following descending order: the variable of management operations, variable explaining the local authority regular operations, variable explaining the effect of implementation of community identified projects (LASDAP projects) and eventually the variable explaining the total Locally collected revenue effect on customer satisfaction. The study recommendation that for Local authorities to satisfy their customers: the management efficiency and effectiveness is a paramount intervening variable to be consideration, this should be followed by optimal resource allocation in their order of effect towards local authority's customer satisfaction as discussed above since all the three independent variables and one intervening variable of management operations were tested statistically and found to have a significant effect at 95%confidence level on the dependent variable.