Factors affecting customer satisfaction at the Kenya Revenue Authority in Mombasa.

Simple item page
dc.contributor.authorKisangau, Daniel Kimanthi
dc.date.accessioned2020-02-24T13:28:58Z
dc.date.accessioned2022-06-07T06:52:46Z
dc.date.available2020-02-24T13:28:58Z
dc.date.available2022-06-07T06:52:46Z
dc.date.issued2019
dc.descriptionPROJ 658.812 KISen_US
dc.description.abstractThe Kenya Revenue Authority is a robust tax-collecting agent of the Kenyan Government since its inception on 1 July 1995. The organization contributes greately to the country’s national budget. As a matter of fact, KRA realizes the need to modify its strategy towards tax collection by moving away from the conventional threat and whip approach to trust and facilitation. The seventh corporate plan noted that the target set to attain 80% satisfaction rate as per the sixth corporate plan was not met by 8.9%. The main intention of this research was to determine how customer satisfaction plays a critical role in the expansion of KRA. Specifically, for any company to remain relevant and competitive, customer satisfaction is an important area. One may regard KRA a monopoly and does not face competition; however, clients have the right to receive effective services. Due to this reason, the study at hand aimed at investigating the aspects affecting the varying customer experience and satisfaction by a customer who walks into KRA Mombasa as it has a direct relation to fostering trust and facilitation as an approach to increasing tax compliance. The study aimed to look at the various elements that constitute a satisfactory customer experience. The specific objectives were to investigate how policy formation, resource allocation and training contributes to the overall customer satisfaction at KRA in Mombasa. Specifically, the research focused on taxpayers who are located in Mombasa. A descriptive research design was adopted having a population of 155 respondents and the sample size was 133. Data were collected by the use of a structured questionnaire and analyzed using inferential statistics. A regression model using statistical package for social science, the study found out that policy formation has a strong influence on customer satisfaction. The regression model obtained showed policy formation affects customer satisfaction by 45.2%, and a strong correlation of coefficient r 0.812. Resource allocation is strongly correlated to customer satisfaction given by the coefficient r 0.582, supported by the linear regression model obtained whereby. Resource allocation affects customer satisfaction by 34%. KRA staff training levels affects customer satisfaction by 34.1%, a coefficient correlation of 0.808 showing a very strong correlation. The study recommends intensive effort towards policy formation, strategic allocation of resources and continuous training of KRA marketing staff in order to improve customer satisfaction levels if it intends to meet the seventh corporate plan goals.en_US
dc.identifier.urihttps://ikesra.kra.go.ke/handle/123456789/589
dc.language.isoenen_US
dc.publisherKESRA/JKUAT - Unpublished research projecten_US
dc.subjectCustomer satisfactionen_US
dc.subjectResource allocationen_US
dc.subjectTaxpayer psychological factorsen_US
dc.titleFactors affecting customer satisfaction at the Kenya Revenue Authority in Mombasa.en_US
dc.typeProjectsen_US

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Factors affecting customer satisfaction at the Kenya Revenue Authority in Mombasa..pdf
Size:
765.97 KB
Format:
Adobe Portable Document Format
Description:
Research Project
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.7 KB
Format:
Plain Text
Description:
Download

Collections

4. 2019