Establishing the relationship between queue management practices and customer satisfaction at Huduma Centre in Nakuru County

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. To enhance service delivery, a proper queuing system is needed. Thus the main purpose of this study is to establish the relationship between queue management practices and customer satisfaction in the Huduma centers in Kenya. The specific objectives are to determine the relationship between customer arrivals, waiting line, service time and service facility layout and customer satisfaction in the Huduma Centre. 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 customer of Huduma Centre in Nakuru County. The study targeted a population sample size of 384 customers. Data was collected using a structured questionnaire comprising of closed-ended questions that were administered by the researcher. The quantitative data was organized and processed using Statistical Package for the Social Sciences (SPSS) version 17. The presentation of the research was done using descriptive statistics by way of percentages, proportions and frequency distributions of responses to summarize the data. 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 queue management practices and customer satisfaction. For general reasons, this study used 5% significance level for all the tests statistics. The study established a significant and positive relationship between queue management practices and the customer satisfaction. The results of this study would assist policymakers to improve public services rendered in Huduma Centre in Kenya and help these Centres to employ best queue management practices in order to enhance success and economic growth.