Impact of Customer Service Policy Reforms On Compliance in Kenya: A Case Study of Nairobi
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Date
2018
Authors
Wanjiku, Njihia Jackline
Journal Title
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Volume Title
Publisher
KESRA/JKUAT - Unpublished research project
Abstract
The aim of the study was to determine the impact of Customer Service Policy Reforms on the compliance over the years in Kenya, Nairobi County. The specific objectives were as follows; to assess the impact of the mobile service policy reform on compliance, to determine the impact of the customer satisfaction research policy reform on compliance and the to find out the impact of tax payer education on compliance. The study adopted mixed research, both qualitative and quantitative research design. The study also adopted collection of both primary and secondary data. The research instrument for this research was a questionnaire. The target population was small tax payers, medium taxpayers and large taxpayers and the sample size will be one hundred (100) individuals who were selected by the stratified method of sampling. The study analysed the data by the use of both descriptive and inferential statistics. The inferential statistics included the use multiple regression, ANOVA and correlation analysis. Data was analysed by the use of SPSS (Statistical Package for Social Sciences) Version 24. The study found that the mobile system had a positive impact on revenue collection and revealed that more should be done with regard to taxpayer education and customer satisfaction survey research policy reform.
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Keywords
Customer Service Policy