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EFFECTS OF CUSTOMER SERVICE QUALITY ON ORGANIZATIONAL PERFORMANCE IN THE PUBLIC SECTOR: A CASE OF EXPORT PROCESSING ZONES AUTHORITY, KENYA


Meshack Kimeu Sammy

School of Business, Jomo Kenyatta University of Agriculture and Technology

Dr. Francis Kerongo

Corresponding Author


ABSTRACT

Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. This paper analyzes the effects of customer service quality on the performance of the EPZA – Kenya. Utilizing descriptive survey research design and a modified SERVQUAL questionnaire to collect primary data from a sample of 57 Export Processing Zone enterprises, the study finds that service tangibility, reliability, responsiveness, empathy and assurance are positively correlated with EPZA’s performance.  Thus, factors other than customer service quality affect the performance of the EPZA. Policy makers should integrate and streamline the regulatory framework for investors to avoid counterproductive effects of the various agencies on investor environments.


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