Determinant of Customer Satisfaction in Organizations (Kenya Power, Nyeri Town)
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Date
2013
Authors
Kamau, Rose W.
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
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.
Description
A Research Project Submitted to Kenyatta University in Partial Fulfillment of the Requirement for the Award of a Degree in Master of Business Administration (Marketing Option), December, 2013