Application of Batho Pele Principles and Its Effects on Customer Satisfaction at Kenya Revenue Authority, Kenya
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Date
2024-10
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Publisher
Kenyatta University
Abstract
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.
Description
A Research Project Submitted to the School of Law, Arts and Social Sciences in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Arts in Public Policy and Administration of Kenyatta University, October 2024.
Supervisor
Weldon Kibet Ng’eno