MST-Commerce

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Browsing MST-Commerce by Author "Musyimi, Beatrice Nzembi"

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    Outsourcing practices and customer satisfaction in public residential real estate in Mombasa County, Kenya
    (Kenyatta University, 2024-06) Musyimi, Beatrice Nzembi
    In today’s highly competitive business environment, real estate organizations constantly seek ways to enhance their services and create value for their customers. Many organizations outsource management functions to external experts to optimize service delivery. Prior research on outsourcing primarily addressed organizational performance. This study fills a gap by examining its impact on customer satisfaction. This study investigates the influence of outsourcing practices on customer satisfaction in public residential real estate in Mombasa County, Kenya. The specific objectives of the study are; administrative service outsourcing practices, human resource outsourcing practices, financial service outsourcing practices and sanitation service outsourcing practices on customer satisfaction in public residential houses in Mombasa County. The study is anchored by theory of transaction costs, contingency theory and Resource Dependency theory. The study employed a descriptive design and a quantitative approach to survey 150 participants from three public housing authorities in Mombasa County, including Kenya Ports Authority, Kenya Railways, and Kenya Power and Lighting Company. The study adopted a stratified sampling technique to get representative sample from three parastatals, including Kenya Ports Authority, Kenya Railways and Kenya Power and Lighting Company. The study relied on primary data collected from the field using a standard structured questionnaire approach. The data collected was analyzed qualitatively using Statistical Package for Social Sciences (SPSS) and the outcome was presented using descriptive and inferential statistics. The findings revealed that outsourcing administrative, financial, and sanitation services improved customer satisfaction. This was attributed to enhanced efficiency, access to skilled labor, and better service quality. These findings suggest that public housing authorities can leverage outsourcing to improve customer experience. Based on the results, the study also concludes that embracing outsourcing practices in public residential properties enhances customer satisfaction by augmenting operational efficiency and improving the quality of service delivery. Therefore, the findings provide critical information that can help the parastatals enhance their outsourcing competencies to improve customer experience in their real estate properties in Mombasa County. Improved service provision would lead to customer satisfaction; however, organizations should consider the potential challenges of outsourcing. The study recommends that these organizations strengthen their outsourcing competencies to enhance resident satisfaction further