EFFECT OF STRATEGIC SERVICE DELIVERY ON CUSTOMER SATISFACTION IN COUNTY GOVERNMENTS, KENYA: A CASE OF COUNTY GOVERNMENT OF NAKURU, KENYA

Abstract

Customer satisfaction remains a significant challenge for county governments in Kenya, with many citizens expressing dissatisfaction over the quality, efficiency, and reliability of services provided. The problem of customer dissatisfaction in county governments is linked to issues with strategic service delivery. Counties often struggle with capacity management, where understaffing, inadequate training, and poor resource allocation hinder the ability to meet the growing demands of citizens. The study sought to assess the effects of strategic service delivery on customer satisfaction in the County Government of Nakuru. Specifically, the study sought to assess the effect of capacity management, availability management and service level management on customer satisfaction in the County Government of Nakuru. The study was posited on the theories of; Customer Bonding Theory, Social Network Theory, and Customer Service Theory. The study adopted a cross-sectional research design. The study targeted customers seeking services at the Nakuru County Government Headquarters in Nakuru City. According to human resource records, the County headquarters serves an average of 986 customers per day. Nassiuma’s formulae were used to determine a sample of 135 customers. The study further adopted stratified random sampling from which the sample for customers was allocated to various ministries according to their relative sizes. Content validity was assessed in the study. Crobach’s Alpha value. The study collected quantitative data. Quantitative data was analyzed by use of Statistical Package for Social Sciences. Data collected from the structured questions was analyzed using both descriptive and inferential statistics. Descriptive statistics was presented in form of percentages and frequency tables. Inferential statistics involved the correlation and regression analyses. Correlation analysis was used to determine the nature of the relationship between variables at a generally accepted conventional significant level of p < 0.05. The findings revealed that there was a positive and statistically significant correlation between capacity management (r = 0.443; p < 0.05); availability management (r = 0.441; p < 0.05) and service level management (r = 0.541; p < 0.05) on customer satisfaction in the County Government of Nakuru. From the findings, the study concluded that there was a positive relationship between capacity management, availability management and service level management on customer satisfaction in the County Government of Nakuru. The study recommended that Nakuru County Government should implement ongoing training programs for county employees to enhance their skills further. This can include customer service training, conflict resolution, and communication skills development. The study further recommended that the County government should ensure regular maintenance and upkeep of facilities to guarantee a seamless customer experience. The study recommended that the County Government of Nakuru should implement strategies to recruit or deploy temporary staff during peak seasons. This can help manage the high volume of customers and reduce wait times, thereby enhancing customer satisfaction. The study recommended that policymakers should develop and enforce policies that require local governments to regularly assess their capacity to deliver services effectively. This should include strategic workforce planning, ensuring adequate staffing during peak periods, and continuous skill development for public service employees.