INFLUENCE OF QUALITY SERVICE DELIVERY ATTRIBUTES ON CUSTOMER SATISFACTION AT KENYA LITERATURE BUREAU
MBALUKA, MARJORIEY MUKUI
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All businesses run their daily operations within an environment that is constantly changing to the extent that the firm is sometimes unable to control the situation, inasmuch as firms deal with it differently. Today’s managers have to think strategically about their company’s quality of service position and about the impact of changing customer satisfaction conditions in order to survive the competition. Thus, the purpose of the study was to determine the influence of quality service delivery on customer satisfaction at Kenya Literature Bureau (KLB) . This was so because, the relationship between service quality delivery and customer satisfaction is important. However how far quality service delivery affects customer satisfaction in the publishing industry and particularly Kenya Literature Bureau remained uninvestigated. The study established the influence of tangibility on customer satisfaction; assessed the influence of responsiveness of staff on customer satisfaction; determined the influence of assurance by staff on customer satisfaction; and found out the influence of empathy of staff on customer satisfaction at Kenya Literature Bureau. This study was based on the gap, assimilation, contrast models. The study adopted cross sectional research design. The target population was the approximately 300 customers engaging monthly with Kenya Literature Bureau. The study also targeted the 58 management staff at the publishing house. From these, 101 customers and 25 management staff were selected using simple random sampling. Questionnaire was the data collection instrument. Quantitative data was analyzed using descriptive analysis in form of percentages, frequencies and means. Further analysis was done using inferential statistics mainly regression and correlation. The Statistical Package For Social Sciences (SPSS) software aided in data analysis. Both correlation and regression analysis was used. The study findings show that tangibility, responsiveness, assurance and empathy gap negatively influenced customer satisfaction at KLB. The study thus recommends that: The KLB management should improve on its physical infrastructure and appearance by investing more money in redesigning and acquiring modern equipment to help improve the tangibility aspect and thus improve customer satisfaction. They should create an in-service workshop, seminar and training to equip staff with skills in better responsiveness to customers. This will help also improve customer satisfaction. The KLB management should initiate both extrinsic and intrinsic motivation strategies to help build self-worth and job satisfaction among staff which will in turn spill over to customer confidence and deepened customer satisfaction. The KLB management should embark on a customer-centric strategy that is bottom-up in nature to help improve empathy. This will ensure that the customer is considered important and this will help improve customer satisfaction.