Browsing by Author "Chege, Wakanyi."

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    Effect of total quality management practices on customer satisfaction among huduma centers in Nairobi County, Kenya
    (KCA University, 2025) Chege, Wakanyi.
    Abstract This study is justified by the critical need to understand how total quality management practices impact customer satisfaction among Huduma centers in Nairobi County, Kenya. Nairobi County is particularly notable due to its concentration of a diverse customer base. This makes it a focal point for assessing the effects of total quality management practices on efficient public service delivery at Huduma centers. Huduma centers within Nairobi face challenges related to customer dissatisfaction and internal inefficiencies. These could be influenced by management practices within the organization. The aim of this study was to establish the effect of total quality management practices on customer satisfaction among Huduma centers in Nairobi County, Kenya. The specific objectives were to determine the effect of customer focus on customer satisfaction among Huduma centers in Nairobi County, Kenya, to establish the correlation between employee involvement and customer satisfaction among Huduma Centers in Nairobi County, Kenya, to determine influence of management commitment on customer satisfaction among Huduma centers in Nairobi County, Kenya and evaluate the effect of continuous improvement on customer satisfaction among Huduma centers in Nairobi County, Kenya. The research was based on four theories namely, Expectation disconfirmation theory, Kaizen theory, Juran Theory and Deming theory. Descriptive research design was applied in this study. The population of the study was all the 5 Huduma centers operating in Nairobi County, Kenya. The target respondents were staff and customers at Huduma centres. The sample size was 196 staff and 384 customers at the 5 Huduma centers. This choice was justified by the staff of Huduma centers deep involvement in creating and maintaining customer satisfaction, and the firsthand experience of customers at the Centers. Questionnaire was utilized in the data collection. Pretesting was undertaken at GPO Huduma centre where 19 questionnaires were administered. The collected data was analysed using descriptive, correlation and multiple linear regression method. The results revealed strong and statistically significant relationships between total quality management practices and customer satisfaction among Huduma Centers in Nairobi County which indicate that improvements in each of the TQM practices correspond to higher levels of customer satisfaction. The study recommends strengthening customer engagement through interactive feedback systems and regular forums, deepening employee involvement by promoting participation and capacity building, and adopting structured continuous improvement frameworks supported by staff training. It also calls for stronger management commitment through proactive leadership, resource allocation, and clear accountability frameworks. Policymakers should support these efforts by setting service quality benchmarks, promoting employee empowerment, institutionalizing continuous improvement, and enforcing leadership accountability in public service delivery.