EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF KIFIYA FINANCIAL TECHNOLOGY P.L.C.

Abstract

The major objective of the study is to evaluate the service quality of Kifiya Financial Technology PLC especially in relation with the unified billing system (LEHULU). The unified billing system (UBS), is one of the e-Gov initiatives by the Ministry of Communication and Information Technology (MCIT), to unify the billing payment system of various utilities for the convenience and benefit of citizens. A sample of 250 customers was selected using stratified sampling technique and among these 235 was considered. For the purpose of the study the primary data were collected using Likert scale based questionnaire. And the data was analyzed using descriptive statistics. The result of this study shows that there was significant relationship between empathy, tangibles and assurance dimension with customer satisfaction and also insignificant relationship among reliability and responsiveness dimension. The finding of the study indicated that the service quality dimension (assurance, empathy and tangibles) have a positive and significant impact on customer satisfaction at Lehulu. Most customers of Lehulu were less satisfied with the assurance dimension. Basing the findings of the study, it is recommended that the KFT should work more on building staff behavior by showing a well manner and developing adequate knowledge among their customer to get customer satisfaction.