Effect of Service Quality on Customer Satisfaction: A Case of Gretsa University

Effect of Service Quality on Customer Satisfaction: A Case of Gretsa University

By Kangongo Francis Korir (HPM-2-0091-12), Githiga Joyce Njeri (TTM-2-0089-12), Mwangi Patience Wanjiku (HPM-2-0034-12) & John Kahuthu Gitau

This descriptive study examined effect of service quality on customer satisfaction. The study utilized a descriptive survey design and 50 students and 50 university staff participated in the study. The objectives of the study are to assess the level of customer service at the university, examine the relationship between customer care services and customer satisfaction. The sampling technique used was simple random sampling technique. Unstructured questionnaires were used to collect quantitative data. Data collected were analyzed using descriptive statistics including percentages, means, and standard deviation. Results were presented in tables and figures. The results of these analyses revealed that customer care services and activities at the university are generally good. Based on the findings, it can be concluded that there is a strong relationship between customer care and customer satisfaction. The study recommends that employee motivation and employee training should be increased to improve customer services and thus customer satisfaction.