Abstract:
Though Public services enjoy monopoly status, government sector lags behind in its attempt to
improve service delivery. Reasons cited for service delivery protests in developing economies
include poor service delivery. The dynamic organizational environment requires that models be
tested to determine their applicability in evaluating customer satisfaction level. The
SERVQUAL/RATER model was tested to evaluate its relevance in the determination of
customer satisfaction level among local authorities in Kenya. Study objectives were, to
determine current overall level of customer satisfaction towards services offered, to establish
overall level of customer satisfaction with various dimensions of quality service delivery, and to
determine level of satisfaction with methods of interaction used by MNC. A cross sectional
survey research design was used to conduct the study. Responses on dimensions of service
quality based on SERVQUAL/RATER model were obtained. Actual visits to MCN showed
highest usage rate however, only 18% of respondents were very satisfied with the method.
None of the dimensions of quality service delivery achieved a non acceptable threshold of 50%.
In conclusion, majority of customers of MCN are satisfied with dimensions of quality service
delivery.
