ESTABLISHING SERVICE STANDARDS AND CUSTOMER SATISFACTION IN KENYA REVENUE AUTHORITY
Keywords:
Establishing Service Standards, Customer Satisfaction, Kenya Revenue Authority
Abstract
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.
References
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Pillay, Y. (2018). Investigating the Implementation of the Batho Pele Principles at the South African Social Security Agency (SASSA).
Poister, T. H., & Thomas, J. C. (2011). The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways. Journal of Public Administration Research and Theory: J-PART, Vol. 21, No. 4, 601-617.
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Saina, E. (2013). Quality of ICT Services and its Impact on Customer Satisfaction, a Case study of Kenya Revenue Authority.
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Sibanda, M. M. (2012). Monitoring Customer-Focused Quality Service Delivery in Local Government: Conceptual Issues and Perspectives for Considerations. Africa’s Public Service Delivery and Performance Review, 1-20.
Venter, N. (2018). An Examination of the Implementation of Selected Batho Pele Principles: A Case Study of the Western Cape Department of Agriculture, Forestry and Fisheries and its Selected Clients. Cape Town: University of the Western Cape (UWC). 718-729.
Visser, W., & Twinomurinzi, H. (2001). E-Government & Public Service Delivery: Enabling ICT to put “People First” – A Case Study from South Africa. SYSTEMICS, CYBERNETICS AND INFORMATICS, 36-41.
Wiesel, F., & Modell, S. (2014). From New Public Management to New Public Governance? Hybridization and Implications for Public Sector Consumerism. Financial Accountability Management, 30(2), 175-204. (Runya, Qigui, & Wei, 2015).
World Bank. (2017). Citizen Engagement and Satisfaction: A Review of the Evidence. Retrieved from https://openknowledge.worldbank.org/bitstream/handle/10986/28487/119341-WP-PUBLIC-CitizenEngagementSatisfaction.pdf?sequence=1&isAllowed=y (OECD, 2019).
World Bank Group. (2018). Improving Public Sector Performance through Innovation and Inter-Agency Coordination. Malaysia: World Bank Group Global Knowledge and Research Hub.
World Bank Group. (2020). Doing Business 2020. Malaysia: World Bank Group.
Armah, M. O. (2020). Quality of Service Delivery and Customer Satisfaction of Ghana Revenue Authority - Customs Division in the HO Municipality.
Anholon, R., Serafim, M. P., Dibbern, T. A., & Filho, W. L. (2021). The importance of iso management system standards in a scenario of profound changes caused by the covid-19 pandemic to Brazilian companies. Brazilian Journal of Operations &Amp; Production Management, 19(1), 1-4. https://doi.org/10.14488/bjopm.2021.042.
Arango, V. A. (2014). Effect of Perceived Value on Customer Satisfaction in Kenya, a Comparative Analysis of Public and Private University Students.
Chatterjee, R., & Suy, R. (2019). An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation. Open Journal of Social Sciences, 7,https://doi.org/10.4236/jss.2019.74019, 243-258.
Chepkorir, E. (2015). The Effects of Service Quality on Customer Satisfaction at the Nairobi Huduma Center. Nairobi: University of Nairobi.
Chumba, P., Sang, H., Kibett, J. K., & Kirui, J. K. (2019). Relationship between ISO 9001 certification and the number of nonconformities identified during system audits in selected public universities in Kenya. International Journal of Engineering and Management Research, 09(05), 15-23. https://doi.org/10.31033/ijemr.9.5.3.
European Union. (2017). Quality of Public Administration-A Tool for Practitioners. Luxembourg: Publication Office of the European Union.
Filho, W., Tripathi, S. K., Guerra, J., R.Gine-Garriga, Lovren, V., & J. Willats. (2019). Using the sustainable development goals towards a better understanding of sustainability challenges. International Journal of Sustainable Development and World Ecology, 26:2, 179-190.
Fisbein, A., & Domingo, P. (2011). Governance and Development. Washington DC: Inter-American Development Bank.
Hope, K. R. (2012). Managing the Public Sector in Kenya-Reform and Transformation for Improved Performance. Journal for Public Administration and Governance, Vol 2, No. 4, 128-143.
Imbamba, E. N., & Kimile, N. (2017). A review of the status of e- government implementation in Kenya. Regional Journal of Information and Knowledge Management, 2(2), 14-28.
Im, T., & Lee, S. J. (2012). Does Management Performance Impact Citizen Satisfaction? American Review of Public Administration, 419-436.
Janssen, M. &. (2020). From E- Government to Digital Governance: Public Administration in the Digital Age. In Handbook of Public Administration and Information Technology, 3-24.
Johnson, E. C., & Karlay, J. S. (2018). Impact of Service Quality on Customer Satisfaction, A case of Liberia Revenue Authority.
Joel, C. (2022). Batho Pele Principles in the 21st Century, the Case of the Department of Home Affairs, South Africa. Africa Journal of Development Studies, 207-222.
Kankkunen, N. (2019). Foreign corporate customer’s customer journey within the Finnish Tax Administration.
Keating, M. (2001). Public Management Reform and Economic and Social Development. OECD.
Kimutai et al. (2017). Influence of training in revenue mobilization on county socio-economic development in Kenya. International Journal of Economics, Commerce and Management United Kingdom Vol. V, Issue 7.
Kisimbii. J. Mutuku. M. (2018). Impact of implementation of ISO 9001:2008 certification on service delivery in Kenya’s public universities: a case of Kisii University. International Journal of Novel Research in Humanity and Social Sciences Vol. 5, Issue 5, pp: (300-322).
Leach, L. M. (2018). A framework for factoring Citizen Perception into local public service value system to improve service quality.
Maramura, T. C., & Thakhathi, D. (2016). Analyzing the Electronic Governance Policies and Legislative Frameworks on Public Service Delivery in South Africa. J Communication, 7 (2), 241-245.
Mpulo, B. (2001). The Impact of Batho Pele Principles at King Edward VIII Hospital. Durban: University of Durban, Westville.
Muchunu, J. (2022). Total Quality Management Practices and Service Delivery at the Kenya Revenue Authority.
Ngidi, T. L. (2013). Impact of Batho Pele principles on service delivery: a case study of the Durban regional office of the Department of Home Affairs. https://openscholar.dut.ac.za/.
Nyangau. J (2017) Effects of Customer Service Delivery on Customer Satisfaction in Micro Finance Industry in Nairobi County. Journal of Marketing and Communication Volume 1. Issue 1, Page 1-15.November.2017.
OECD. (2019). Government at a Glance. Paris: OECD Publishing. doi: https://doi.org/10.1787/8ccf5c38-en.
OECD. (2018). OECD Draft Policy Framework on Sound Public Governance. OECD.
Osborne, D. E., & Gaebler, T. (1992). Reinventing Government: How the Entrepreneurial Spirit is transforming the Public Sector. New York.
Otiso, D. K. (2021). Impact of Perceived Value on Customer Satisfaction among Mobile Phone Users in selected Public Universities in Kenya. International Journal of Innovative Research and Development, 1-14.
Persson, A., & Goldkuhl, G. (2010). Government Value Paradigms-Bureaucracy, New Public Management and E-Government. Communications of the Association of Information Systems, Volume 27, Article 4, 46-62.
Pietersen, C. (2014). Implementation of Batho Pele Principles in an Educational District Office. Mediterranean Journal of Social Science, Vol 5, No 3, 253-261.
Pillay, Y. (2018). Investigating the Implementation of the Batho Pele Principles at the South African Social Security Agency (SASSA).
Poister, T. H., & Thomas, J. C. (2011). The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways. Journal of Public Administration Research and Theory: J-PART, Vol. 21, No. 4, 601-617.
Rahman, M., Rahman, M., Bhuiyan, M., & Islam, M. (2020). Status of the implementation of citizen’s charter at public offices in Bangladesh: an assessment. Bangladesh Journal of Public Administration. https://doi.org/10.36609/bjpa.v29i2.92.
Ryzin, G. G. (2013). An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction. Journal of Policy Analysis and Management, Vol. 32, No. 3, 597-614.
Saina, E. (2013). Quality of ICT Services and its Impact on Customer Satisfaction, a Case study of Kenya Revenue Authority.
Salim, M., Peng, X., Almaktary, S., & Karmoshi, S. (2017). The Impact of Citizen Satisfaction with the Government Performance on Public Trust in the Government-Empirical evidence from Urban Yemen. Open Journal of Business and Management, 2017, 5,348-365.
Sibanda, M. M. (2012). Monitoring Customer-Focused Quality Service Delivery in Local Government: Conceptual Issues and Perspectives for Considerations. Africa’s Public Service Delivery and Performance Review, 1-20.
Venter, N. (2018). An Examination of the Implementation of Selected Batho Pele Principles: A Case Study of the Western Cape Department of Agriculture, Forestry and Fisheries and its Selected Clients. Cape Town: University of the Western Cape (UWC). 718-729.
Visser, W., & Twinomurinzi, H. (2001). E-Government & Public Service Delivery: Enabling ICT to put “People First” – A Case Study from South Africa. SYSTEMICS, CYBERNETICS AND INFORMATICS, 36-41.
Wiesel, F., & Modell, S. (2014). From New Public Management to New Public Governance? Hybridization and Implications for Public Sector Consumerism. Financial Accountability Management, 30(2), 175-204. (Runya, Qigui, & Wei, 2015).
World Bank. (2017). Citizen Engagement and Satisfaction: A Review of the Evidence. Retrieved from https://openknowledge.worldbank.org/bitstream/handle/10986/28487/119341-WP-PUBLIC-CitizenEngagementSatisfaction.pdf?sequence=1&isAllowed=y (OECD, 2019).
World Bank Group. (2018). Improving Public Sector Performance through Innovation and Inter-Agency Coordination. Malaysia: World Bank Group Global Knowledge and Research Hub.
World Bank Group. (2020). Doing Business 2020. Malaysia: World Bank Group.
