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The Relationship between Customer Arrival Practices and Customer Satisfaction in the Huduma Centre in Nakuru County, Kenya

Received: 31 May 2017     Accepted: 13 June 2017     Published: 6 September 2017
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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.

Published in International Journal of Economics, Finance and Management Sciences (Volume 5, Issue 5)
DOI 10.11648/j.ijefm.20170505.11
Page(s) 229-234
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2017. Published by Science Publishing Group

Keywords

Customer Arrival, Customer Satisfaction, Huduma Centre

References
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[2] Brahma, P. K. (2013). Queuing theory and customer satisfaction: a Review of terminology, trends, and applications to pharmacy practice. Asia Pacific Journal of Marketing & Management Review, 2 (6), 83–89.
[3] Chase, R. B., Aquilano, N. J., & Jacobs, F. R. (2001). Operations management for competitive advantage. Irwin/McGraw-Hill.
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[5] Collingham, L. (2012). Taste of War: World War II and the Battle for Food. Penguin.
[6] Daintith, J. (2004). Queue Management. A Dictionary of Computing. Retrieved from http://www.encyclopedia.com/doc/1O11-queuemanagement.html
[7] Kariuki, M. S., & Mageto, O. T. (2015). An Empirical Analysis of Queuing Model and Queuing Behaviour in Relation to Customer Satisfaction at Jkuat Students Finance Office. American Journal of Theoretical and Applied Statistics, 4 (4), 233. http://doi.org/10.11648/j. ajtas.20150404.12
[8] Kiragu, J. K., Kariuki, J. W., & Ikua, D. M. (2015). Effect of Huduma Centers (One Stop Shops ) in Service Delivery – A Case Study of Mombasa Huduma Centre, 5 (6), 102–117. http://doi.org/10.6007/IJARBSS/v5-i6/1660
[9] Kombo, D. K., & Tromp, D. L. A. (2006). Proposal and thesis writing: An introduction. Nairobi: Paulines Publications Africa, 10–45.
[10] Landau, S., & Everitt, B. (2004). A handbook of statistical analyses using SPSS. Statistics in Medicine (Vol. 24). http://doi.org/10.1002/sim.2134
[11] Leoven, A. A. (2015). Queue Management Practices of Quick Service Restaurants (QSR) in Lipa City, 3 (5), 87–95.
[12] Odunukwe, A. D. (2013). Application of Queuing Models to Customers Management in the Banking System. Department of Mathematics and Statistics, Caritas University Enugu.
[13] Olaniyi, T. A. (2004). An appraisal of cost of queuing in Nigerian Banking sector: A case study of First Bank of Nigeria Plc. Ilorin. Journal of Business & Social Sciences, 9 (1&2), 139–145.
[14] Oyatoye O, E., Okoye, C. J., & Sulaimon, A. (2011). Application of Queueing theory to port congestion problem in Nigeria. European Journal of Business and Management, 3 (38), 2222–2839. Retrieved from www.iiste.org
[15] Patton, M. Q. (1990). Qualitative evaluation and research methods. SAGE Publications, inc.
[16] Public Service Compliance with Values and Principles in Articles 10 and 232 of the Constitution 2013/2014. (2014), (December).
[17] Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 7 0 (2), 163–178.
[18] Udayabhanu, V., Kekre, S., & Srinivasan, K. (2010). Optimizing Capacity Utilization in Queuing Systems: Parallels with the EOQ Model. California Journal of Operations Management, 8 (1), 54–59.
[19] Vazsonyi, A. (1979). To queue or not to queue: a rejoinder. Interfaces, 9 (2-NaN-1), 83–86.
Cite This Article
  • APA Style

    Faith Jerono Kiprop, Richard Bitange Nyaoga, Kirui Kibet Robert. (2017). 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, 5(5), 229-234. https://doi.org/10.11648/j.ijefm.20170505.11

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    ACS Style

    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. Int. J. Econ. Finance Manag. Sci. 2017, 5(5), 229-234. doi: 10.11648/j.ijefm.20170505.11

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    AMA Style

    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. Int J Econ Finance Manag Sci. 2017;5(5):229-234. doi: 10.11648/j.ijefm.20170505.11

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  • @article{10.11648/j.ijefm.20170505.11,
      author = {Faith Jerono Kiprop and Richard Bitange Nyaoga and Kirui Kibet Robert},
      title = {The Relationship between Customer Arrival Practices and Customer Satisfaction in the Huduma Centre in Nakuru County, Kenya},
      journal = {International Journal of Economics, Finance and Management Sciences},
      volume = {5},
      number = {5},
      pages = {229-234},
      doi = {10.11648/j.ijefm.20170505.11},
      url = {https://doi.org/10.11648/j.ijefm.20170505.11},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijefm.20170505.11},
      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.},
     year = {2017}
    }
    

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    AB  - 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.
    VL  - 5
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Author Information
  • Department of Accounting, Finance and Management Science, Faculty of Commerce, Egerton University, Nakuru, Kenya

  • Department of Accounting, Finance and Management Science, Faculty of Commerce, Egerton University, Nakuru, Kenya

  • Department of Accounting, Finance and Management Science, Faculty of Commerce, Egerton University, Nakuru, Kenya

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