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The Relationship between Customer Arrival Practices and Customer Satisfaction in the Huduma Centre in Nakuru County, Kenya
International Journal of Economics, Finance and Management Sciences
Volume 5, Issue 5, October 2017, Pages: 229-234
Received: May 31, 2017; Accepted: Jun. 13, 2017; Published: Sep. 6, 2017
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Authors
Faith Jerono Kiprop, Department of Accounting, Finance and Management Science, Faculty of Commerce, Egerton University, Nakuru, Kenya
Richard Bitange Nyaoga, Department of Accounting, Finance and Management Science, Faculty of Commerce, Egerton University, Nakuru, Kenya
Kirui Kibet Robert, Department of Accounting, Finance and Management Science, Faculty of Commerce, Egerton University, Nakuru, Kenya
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Abstract
Huduma Kenya seeks to optimize the efficiency and effectiveness of Huduma Centre. One important area that defines how well and efficient the Centres deliver its services to customers is its queue management practices. The objective of the study was to determine the effect of customer arrival practices on customer satisfaction. The study focused on the customers of the Huduma Centre. The sample size of the population was determined by simple random sampling strategy. The target population is the customers of Huduma Centre in Nakuru County. The study targeted a population sample size of 384 customers. Data was collected using a structured questionnaire that were administered by the researcher. In order to test the hypothesis the inferential statistics such as the Pearson Product-Moment correlation and Regression analysis tests statistics were used in order to establish the relationship between customer arrival practices and customer satisfaction. The study found that the relationship between customer arrival and customer satisfaction is significant and positive.
Keywords
Customer Arrival, Customer Satisfaction, Huduma Centre
To cite this article
Faith Jerono Kiprop, Richard Bitange Nyaoga, Kirui Kibet Robert, The Relationship between Customer Arrival Practices and Customer Satisfaction in the Huduma Centre in Nakuru County, Kenya, International Journal of Economics, Finance and Management Sciences. Vol. 5, No. 5, 2017, pp. 229-234. doi: 10.11648/j.ijefm.20170505.11
Copyright
Copyright © 2017 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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