Browsing by Author "Kiogora, Ben"

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    Application of Batho Pele Principles and Its Effects on Customer Satisfaction at Kenya Revenue Authority, Kenya
    (Kenyatta University, 2024-10) Kiogora, Ben
    Growing public concern about the government's failure to deliver reliable services has led to widespread dissatisfaction. While customer satisfaction in the commercial sector has been extensively studied, the public sector requires further investigation. This study assesses how the Batho Pele Principles impact customer satisfaction at the Kenya Revenue Authority C&BCD, using Expectancy Disconfirmation theory to contrast initial customer expectations against perceived service performance. The research underscores the principles' influence in shaping expectations and experiences. Additionally, the SERVQUAL Model is employed to evaluate service quality across five dimensions, highlighting the importance of Batho Pele Principles in enhancing these areas. The New Public Governance theory further emphasizes collaboration and customer engagement in service delivery, advocating for clear service standards, innovation in public services, and thorough performance evaluation. Ethical considerations were integral to the research, including obtaining approval from Kenyatta University and NACOSTI, protecting research assistants, upholding ethical standards, and ensuring reasonable agreements with participants. Participants retained the right to withdraw at any time, seek clarification prior to publication, and uphold their privacy and confidentiality. In a study involving 461 respondents, a descriptive case study research design was employed alongside questionnaires for data collection. The researcher utilized stratified random sampling method and analyzed the data using regression analysis and SPSS, presenting the findings through charts, frequency tables, percentages, and graphs. Qualitative data was examined via content analysis and the results indicated a positive, significant, and strong linear relationship between establishing service standards, enhancing access, providing information and value for money in achieving customer satisfaction within Kenya Revenue Authority and Customs and Border Control Department (KRA, C&BCD). The study underscores the critical role of public participation in setting service standards, which enhances customer satisfaction within the customs sector. It emphasizes the necessity of ongoing training, adaptability to feedback, and advocacy for reduced tax payments to improve services. A direct link was found between better access to customs services, such as opening offices in remote areas and utilizing technology, and elevated customer satisfaction, further supported by efficient information dissemination. The analysis of value for money highlights the customs department's operations, such as cost-effectiveness and streamlined procedures, contributing positively to customer perceptions. Establishing service standards at the Kenya Revenue Authority and Customs and Border Control Department (KRA, C&BCD) is vital for client satisfaction. The findings suggest a strong relationship between updated service charters and adherence to ISO 9001 standards, indicating that public involvement is essential for meeting stakeholder expectations. Recommendations for improvement focus on facilitating online self-clearance, enhancing communication channels for tailored information, and ensuring transparency. Additionally, the study advises regular updates of the service charter, robust monitoring systems to ensure compliance, effective implementation of customer service etiquettes, and the integration of modern technology to bolster accessibility and align services with contemporary trends.
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    Establishing Service Standards and Customer Satisfaction in Kenya Revenue Authority
    (RJI Reviewed Journal International of Education Practice, 2024) Kiogora, Ben; Ngeno, Weldon
    There has been a growing concern among the public regarding the government's inability to provide reliable services, leading to customer dissatisfaction. Although the measurement of customer satisfaction has been the topic of numerous studies in the commercial sector, more research is required in the public sector. In order to reduce poverty, improve livelihoods, maintain good governance, and enhance service quality for better service delivery, this study examines the effect of establishing service standards on customer satisfaction within the Kenya Revenue Authority and the Customs and Border Control Department. This study adopted a descriptive research design to characterize traits of customers who have received services from the Kenya Revenue Authority (KRA) Customs Systems. The study targeted clearing agents, importers, exporters, and transporters who interacts frequently with KRA Customs Systems. A disproportionate stratified sampling technique was employed to ensure representative sampling across various subgroups. Primary data was collected using a structured questionnaire featuring both closed and open-ended questions, facilitating detailed and comprehensive data collection. Descriptive statistics were used to analyze demographic data and assess the impact of business process performance (BPP) on customer satisfaction (CS), while inferential statistics were employed to draw conclusions and test hypotheses regarding the relationships between customer satisfaction and the establishment of service standards. The study concluded that there exists a positive, significant, and strong relationship between setting service standards and customer satisfaction within the organization.