Determinant of Customer Satisfaction in Organizations (Kenya Power, Nyeri Town)
Quality customer service is something that a person in customer service strives for. It is the kind of customer service that makes everyone happy, such as service with a smile. Customer satisfaction has become the key drive of competitive marketing strategies geared towards customer satisfaction in order to survive. Customer satisfaction has become the key drive of competitive companies around the globe. This study was undertaken to investigate determinants of customer satisfaction. The context of the study was Kenya Power, Nyeri town. The study employed a case study research design so as to carry out an in depth study of the organization in order to come up with the relevant data for analysis. This method was the best suited to systematically give an exhaustive analysis of the situation. The study's purpose was to investigate the determinants of satisfaction on services rendered by Kenya Power. The study targeted Kenya Power customers who are categorized as domestic, commercial and institutional from Nyeri town. The study used both qualitative and quantitative data. The study used questionnaires as main data collection instrument. The data collected was analyzed using descriptive techniques and regression analysis. Graphs, Tables and pie charts w ere used to present frequencies and percentages. Tables were prepared using each variable or indicator. This study developed forecasting model for the relationship between determinant of customer's satisfaction and customer satisfaction at KPLC. The model indicate positive relationship between the predictors and customer satisfaction in KPLC with R = .993 and R2 = .986 with confidence level of 95%. In conclusion, customer satisfaction at Kenya Power depends on customer service, complaint handling, branding and perceived value. The study recommends Kenya Power to improve strategies on, rebranding, customer complaint handling and put more emphasizes on customer relations management.