Quality of ICT services and its impact on customer satisfaction : a case study of Kenya Revenue Authority

Submitted in partial fulfillment of the requirements for Degree of Master’s in Business AdministrationInformation and communication technology (ICT) is regarded as a great invention owing to its ability of automating a large percentage of the work done by human beings. Unfortunately when services are designed they do not work ideally as intended, leading to quality issues which curtail satisfaction derived by end users as well as recipients of ICT services. This research seeks to examine quality issues which affect provision of ICT services at Kenya Revenue Authority (KRA), and to study the effects of quality of ICT services on customer satisfaction at KRA. The study focused on examination of quality issues which affect ICT service provision which in turn influence level of satisfaction among the consumers; staff of KRA, the taxpayers and the tax agents, of those services. The objective of the research was therefore to investigate the quality of ICT services, and to examine its impact on customer satisfaction on ICT based KRA services. The research used quantitative research approaches with a questionnaire as the data collection tool. The study found out that the quality factors, collaboration was rated poor, while reliability and resources was fair and responsiveness, assurance, tangibility and empathy were rated good while none of the quality aspects was rated excellent. Further, satisfaction of ICT services varied among the various groups of respondents, where internal users registered the highest percentage rating of 70% followed by tax payers at 68.2% and lastly the tax agents at 63.6%. The implication of these findings is that there is room for improvement of ICT services quality in order to increase customer satisfaction. There is need for researchers to undertake further research focusing on all aspects which influence quality of ICT in KRA such as total tax collected, per capita and GDP of the country in comparison to other tax administrations