Applicability Of Servqual/Rater Model In Assessment Of Service Quality Among Local Authorities In Kenya

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.