krb customer satisfaction fy 2011 2012 2
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CUSTOMER SATISFACTION SURVEY REPORT
JULY 2012
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KRB Customer Satisfaction Survey Report Prepared by VAS Consultants Ltd i
TABLE OF CONTENTS
PAGE
LIST OF ABBREVIATIONS ................................................................................................ vi
EXECUTIVE SUMMARY ................................................................................................... vii
CHAPTER ONE:INTRODUCTION ..................................................................................... 1
1.1 BACKGROUND ................................................................................................................... 1
1.2 KRB MANDATE ................................................................................................................... 1
1.3 OBJECTIVES OF THE ASSIGNMENT ............................................................................. 2
1.4 SCOPE OF THE STUDY ..................................................................................................... 3
CHAPTER TWO:DESCRIPTION OF THE METHODOLOGY ........................................... 4
2.1 SURVEY DESIGN ................................................................................................................ 4
2.2 POPULATION AND SAMPLING ...................................................................................... 4
2.3 DEVELOPMENT OF DATA COLLECTION TOOLS ..................................................... 6
2.4 DATA COLLECTION .......................................................................................................... 7
2.5 DATA ANALYSIS ................................................................................................................. 7
CHAPTER THREE:SURVEY FINDINGS ............................................................................ 8
3.1 RESPONSE RATE ................................................................................................................ 8
3.2 OVERALL CUSTOMER SATISFACTION INDEX (CSI) ................................................ 8
3.3 ROAD AGENCIES ............................................................................................................. 10
3.4 LOCAL GOVERNMENT ................................................................................................... 13
3.5 MINISTRIES AND GOVERNMENT AGENCIES .......................................................... 18
3.6 TRANSPORTERS ............................................................................................................... 20
3.7 MASS MEDIA ..................................................................................................................... 22
3.8 KRB FUND COLLECTING AGENTS AND OIL MARKETERS .................................. 25
3.9 SUPPLIERS SATISFACTION SURVEY ........................................................................... 29
3.10 PROFESSIONAL BODIES ................................................................................................. 34
3.11 MOTORISTS AND NON- MOTORISTS ......................................................................... 36
3.12 SECURITY SECTOR ......................................................................................................... 42
3.13 EDUCATION SECTOR .................................................................................................... 44
3.14 MEMBERS OF PARLIAMENT .......................................................................................... 46
CHAPTER FOUR:DISCUSSION OF FINDINGS AND RECOMMENDATIONS .............. 51
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4.1 COMMUNICATION ......................................................................................................... 51
4.2 KRB SERVICE DELIVERY/MANDATE ........................................................................ 51
4.3 COMPLAINTS HANDLING ............................................................................................. 52
4.4 IMAGE PERCEPTION ....................................................................................................... 53
4.5 FUND ALLOCATION ....................................................................................................... 53
4.6 ROAD SYSTEM .................................................................................................................. 53
4.7 PAYMENT PROCESS ..... Error! Bookmark not defined.Error! Bookmark not defined.
APPENDICES ..................................................................................................................... 55
Appendix 1: List of Various Categories of Respondents ............................................................... 55
Appendix 2: Respondents Most Satisfying Factors on Various Aspects ....................................... 59
Appendix 3: Respondents Most Dissatisfying Factors on Various Aspects .................................. 60
Appendix 4:Respondents Comments on Various Aspects ............................................................ 62
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List of Tables
Table 1: Comparison of satisfaction indices for the year 2010/2011 and 2011/2012 ............................. viii
Table 2: Response rate .............................................................................................................................. 8
Table 3: Customer Satisfaction indices for various customer categories ......................................................... 9
Table 4: Road agencies satisfaction factor weights .................................................................................... 10
Table 5: Road agencies satisfaction index values per factor ....................................................................... 11
Table 6: Road agencies satisfaction level by agency ................................................................................... 12
Table 7: Road agencies satisfaction aspects .............................................................................................. 13
Table 8: Local government factor satisfaction Weights .............................................................................. 15
Table 9: Local government satisfaction index values per factor ................................................................. 15
Table 10: Local government satisfaction index by category ........................................................................ 16
Table 11: Local government satisfaction index by provinces ....................................................................... 17
Table 12: Local government satisfaction aspects ....................................................................................... 18
Table 13: Ministries and government agencies satisfaction factor weights ................................................... 18
Table 14: Ministries and government agencies satisfaction index values per factor ...................................... 19
Table 15: Ministries satisfaction aspects .................................................................................................. 20
Table 15: Transporters satisfaction factor weights .................................................................................... 21
Table 16: Transporters satisfaction index values per factor ........................................................................ 21
Table 17: Transporters satisfaction aspects .............................................................................................. 22
Table 18: Mass media satisfaction factor weights ..................................................................................... 23
Table 19: Mass media satisfaction index value per factor ......................................................................... 23
Table 20: Mass media satisfaction aspects ............................................................................................... 25
Table 21: KRB fund collecting agents satisfaction factor weights .............................................................. 26
Table 22: KRB fund collecting agents satisfaction index value per factor .................................................. 26
Table 23: KRB fund collecting agents satisfaction level by category .......................................................... 27
Table 24: KRB Fund collecting agents and oil marketers satisfaction aspects ............................................ 29Table 25: Suppliers satisfaction factor weights .......................................................................................... 30
Table 26: Suppliers satisfaction index values per factor ............................................................................ 31
Table 27: Suppliers satisfaction values by duration of supply ..................................................................... 32
Table 28: Suppliers satisfaction aspects .................................................................................................... 33
Table 29: Professional bodies satisfaction factor weights ........................................................................... 34
Table 30: Professional bodies satisfaction index value per factor ................................................................ 34
Table 31: Professional bodies satisfying aspects ......................................................................................... 36
Table 32: Motorists and non-motorists satisfaction factor weights .............................................................. 37
Table 33: Motorists and non-motorists satisfaction index value per factor .................................................. 38
Table 34: Motorists and non-motorists satisfaction levels by gender ............................................................ 38Table 35: Motorists and non-motorists satisfaction levels by age ................................................................ 39
Table 36: Motorists and non-motorists satisfaction levels by category ......................................................... 40
Table 37: Motorists and non -motorists satisfaction aspects ....................................................................... 41
Table 38: Security sector satisfaction factor weights .................................................................................. 42
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Table 39: Security sector satisfaction factor indices ................................................................................... 42
Table 40: Security sector satisfaction aspects ............................................................................................ 43
Table 41: Education sector satisfaction factor weights .............................................................................. 44
Table 42: Education sector satisfaction factor indices ............................................................................... 44
Table 43: Security sector satisfaction aspects ............................................................................................ 45
Table 44: Members of Parliament satisfaction factor weights .................................................................... 46Table 45: Members of Parliament factor satisfaction indices ..................................................................... 46
Table 46: Members of Parliament Satisfaction aspects .............................................................................. 48
Table 47: Development partners satisfaction factor weights ....................................................................... 48
Table 48: Development partners satisfaction index values per factor .......................................................... 49
Table 49: Development partners satisfaction aspects ................................................................................. 50
List of Figures
Figure 1: Customer Satisfaction indices for various customer categories ........................................... 9
Figure 2: Distribution of respondents by road agency ....................................................................... 10Figure 3: Road agencies satisfaction index values per factor ............................................................. 11
Figure 4: Road agencies satisfaction level by agency .......................................................................... 12
Figure 5: Distribution of local government respondents by category ................................................ 14
Figure 6: Distribution of local government respondents by provinces ............................................. 14
Figure 7: Local government satisfaction index values per factor ....................................................... 15
Figure 8: Local government satisfaction index by category ................................................................ 16
Figure 9: Local government satisfaction index by provinces ............................................................. 17
Figure 10: Ministries and government agencies satisfaction index values per factor ........................ 19
Figure 11: Transporters satisfaction index values per factor .............................................................. 21
Figure 12: Distribution of mass media respondents by media category ............................................ 23
Figure 13: Mass media satisfaction index values per factor ............................................................... 24Figure 14: Distribution of KRB fund collecting agents by category .................................................. 26
Figure 15: KRB fund collecting agents satisfaction level per factor ................................................. 27
Figure 16: KRB fund collecting agents satisfaction level by category ............................................... 28
Figure 17: Suppliers distribution by duration of supply .................................................................... 29
Figure 18: Suppliers distribution by category of supplier .................................................................. 30
Figure 19: Suppliers satisfaction index values per factor ................................................................... 31
Figure 20: Suppliers satisfaction by duration of supply ..................................................................... 32
Figure 21: Professional bodies satisfaction per factor ....................................................................... 35
Figure 22: Distribution of motorists and non-motorists by gender ................................................... 36
Figure 23: Distribution of motorists and non-motorists by age ........................................................ 37
Figure 24: Motorists and non-motorists satisfaction index value per factor ..................................... 38
Figure 25: Motorists and non-motorists satisfaction levels by gender ............................................... 39
Figure 26: Motorists and non-motorists satisfaction levels by age ..................................................... 40
Figure 28: Security sector satisfaction factor indices .......................................................................... 43
Figure 29: Education sector satisfaction factor indices ...................................................................... 45
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Figure 30: Members of Parliament factor satisfaction indices ........................................................... 47
Figure 31: Development partners satisfaction index values per factor .............................................. 49
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LIST OF ABBREVIATIONS
CSI Customer Satisfaction Index
KeNHA Kenya National Highway Authority
KeRRA Kenya Rural Roads Authority
KRA Kenya Revenue Authority
KRB Kenya Roads Board
KURA Kenya Urban Roads Authorities
SI Satisfaction Index
SPSS Statistical Package for Social Sciences
KWS Kenya Wildlife Service
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EXECUTIVE SUMMARY
The Kenya Roads Board (KRB) is a statutory body established by the Kenya Roads Board Act No.
7 of 1999. The purpose for which the Board was established is to oversee the road network in
Kenya and coordinate the maintenance, rehabilitation and development funded by the collected
Fund and to advise the Minister on all matters related thereto. KRB is committed to nurturing and
sustaining customer, satisfaction as well as identifying ways in which it can improve their
satisfaction. Towards this, KRB embarked on undertaking customer satisfaction survey to
determine customers concerns and inform its quality service improvement strategies. The survey
targeted all customers of KRB.
In carrying out customer satisfaction survey, qualitative and quantitative approach was adopted.
The Consultants held various meetings with the client as part of execution of assignment and
reviewed various documents to inform the survey process. The Consultants developed and
administered questionnaires to various categories of customer. The completed questionnaires were
inspected for completeness, coded and data input into Statistical Package for Social Sciences
(SPSS). Descriptive statistics were used in the analysis of the data and customer satisfaction index
was computed based on how the various attributes under study were rated by various categories of
customer.
The overall response rate for the survey was 77%. The findings of the survey resulted in an overall
customer satisfaction index (CSI) of 85% which was an improvement by 6% from last year
satisfaction index of79%. Table 1 shows a comparison of different customers satisfaction level for
the year 2010/2011 and 2011/2012.
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Stakeholders Category
2010/2011 2011/2012
Satisfaction Indices Satisfaction Indices
Agencies 78% 81%
Fund Collecting Agents 76% 81%
Local Government 75% 89%Suppliers 82% 90%
Mass media 86% 79%
Government Ministries 74% 86%
Security Sector 80% 89%
Education Sector - 93%
Transporters 73% 77%
Professional Bodies 80% 83%
Motorized and Non-Motorized 70% 84%
Development Partners 84% 87%
Members of Parliament 75% 87%
Overall SI 79% 85%
Table 1: Comparison of satisfaction indices for the year 2010/2011 and 2011/2012
The survey findings also revealed areas that might need improvement for enhanced customer
satisfaction. Recommendations on how to deal with the identified areas are as follows:
a) Communication with stakeholdersi. Mechanisms are put in place to ensure prompt response to emails to various customer
categories.
ii. Measures are put in place to ensure that lodged complaints and queries are addressed
adequately and in a timely manner.
b) KRB Service Delivery/Mandatei. The Board should enhance its awareness campaign on its role and what is being done to
improve road status in the country.
ii. Mechanisms should be put in place to avail more information on the allocation and
disbursement of funds to the implementing agencies.
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iii.The Board to put measures in place that will ensure that all allocated funds are used for the
intended purpose.
c) Complaints handlingi. Modalities of lodging complaints should be enhanced.
d) Image perceptioni. Measures be undertaken to enhance awareness and understanding of the activities of the
Board.
e) Fund allocationi. The Board should ensure timely disbursements of funds to the road agencies.
ii. The Board should review the fund allocation criteria.
f) Road systemi. Modalities should be put in place to enhance road safety in the country.
ii. Axle-road regime should be reviewed.
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CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND
The Kenya Roads Board is a statutory body established by the Kenya Roads Board Act No. 7 of 1999.
The objective and purpose for which the Board was established is to oversee the road network in
Kenya and coordinate the maintenance, rehabilitation and development funded by the Fund and to
advise the Minister on all matters related thereto.
Vision
To have an efficient road network through the best managed Fund
Mission
To Fund and oversee road maintenance, rehabilitation and development through prudent sourcing
and utilization of resources.
1.2 KRB MANDATE
The mandate of KRB is detailed in the Kenya Roads Board act, 1999 as to:
a) Co-ordinate the optimal utilization of the Fund in implementation of programmes relating to
the maintenance, rehabilitation and development of the road network;
b) Seek to achieve optimal efficiency and cost effectiveness in road works Funded by the Fund;
c) Manage the Fund;
d) Based on five year road investment programme approved by the Minister for Roads and the
Minister for Finance, determine the allocation of financial resources from any other source
available to the Board required by Road Agencies for the maintenance, rehabilitation and
development of the road network to ensure that the allocation of Funds is pegged to specific
categories of roads and not less than:
i. Twenty percent of monies from the Fund is allocated equally to all
constituencies in the country to be administered by the Rural Roads Authority;
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ii. Twelve percent of the monies from the Fund is allocated equitably to districts
in respect of Rural Roads administered by the Rural Roads Authority;
iii. Forty percent of the monies from the Fund is allocated in respect of the
national roads to be administered by the National Highways Authority;
iv. Fifteen percent of the monies from the Fund is allocated in respect of the
Urban Roads Authority;
v. One percent of the monies from the Fund is allocated in respect of recurrent
expenditure of the Board under section 311 (5);
e) Ensure the remainder of the monies of the Fund (10%) described in paragraph (d) shall be
allocated annual by the Board with the approval of the Minister to road investment
programme derived from the five-year road investment programme approved by the minister
responsible for roads and Minister for Finance;f) Ensure the maximum of ten percent of all monies allocate to each road agency is utilized for
development purposes by the said road agency;
g) Monitor and evaluate by means of technical, financial and performance audits, the delivery of
goods, works and services funded by the Fund;
h) In implementing paragraph (g), pay due regard to public procurement and disposal
regulations and additional guidelines issued or approved by the Minister;
i)
Recommend to the Minister appropriate levels of road user charges, fines, penalties, levies orany sum required to be collected under the Road Maintenance Levy Fund Act, 1993 and paid
into the Fund;
j) Recommend to the Minister such periodic reviews of the Fuel Levy as are necessary for the
purposes of the Fund; and
k) Identify, quantify and recommend to the Minister such other potential sources of revenue as
may be available to the Fund for the development, rehabilitation and maintenance of roads.
1.3 OBJECTIVES OF THE ASSIGNMENT
The overall objective of the survey was to measure the level of satisfaction of the Boards customers
with the services and products provided. The survey was to:
i. Determine the overall customer satisfaction with KRB service;
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ii. Identify areas of strengths and weakness in service provision;
iii. Identify and prioritize areas where improvement will most affect customer satisfaction;
and
iv. Determine the level of customer awareness on role and mandate of Kenya Roads Board.
1.4 SCOPE OF THE STUDY
In order to achieve the objectives of the survey, the assignment entailed:
i. Identification of critical KRB customers and ranking them on basis of impact on KRB;
ii. Identification of satisfaction parameters to be measured and agreeing with the KRB;
iii. Development of appropriate survey instrument for carrying out the survey;
iv. Sampling of respondents for each customer category;
v. Administration of questionnaires to sampled customers;
vi. Computation of overall customer satisfaction index and indices for various customer
categories;
vii. Identification of causes of satisfaction and dissatisfaction; and
viii. Preparation of the customer satisfaction report.
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CHAPTER TWO
DESCRIPTION OF THE METHODOLOGY
2.1 SURVEY DESIGN
In carrying out KRB customer satisfaction survey, qualitative and quantitative approach was adopted.
The methodology entailed identification of the Boards customers, identification of the various
satisfaction variables, development and review of data collection tools, administration of
questionnaires to the various categories of stakeholders, analysis of responses and report writing.
2.2 POPULATION AND SAMPLING
To carry out the surveys the following customer categories were identified and agreed upon:
a) Key customers
Road agencies; Local Government;
Development partners;
Mass Media;
KRB Fund collecting agents and oil marketers;
Suppliers of goods /services and utility providers;
Professional bodies;
Members of Parliament;
Government Ministries; and
Transporters.
b) Non-key customers Motorists and non -motorists; and
Security Sector.
Education Sector
A representative sample was selected from each group of respondents for purposes of conducting the
survey. Sampling for each group of respondents was carried out proportionately to ensure adequate
representation of the entire population. The sampling method for each customer category is described
hereunder:
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a) Road AgenciesThe survey targeted the four road agencies namely Kenya Urban Roads Authority (KURA), Kenya
National Highway Authority (KeNHA), Kenya Rural Roads Authority (KeRRA) and Kenya Wildlife
Service (KWS). For each of these institutions, the sample comprised of:-
i. Kenya Rural Roads Authority-13;
ii. Kenya Urban Roads Authority-15;
iii. Kenya National Highway Authority-15; and
iv. Kenya Wildlife Service- 2.
b) Local GovernmentThis survey targeted the local governments in the country. The sample comprised of forty (40)
councils (city/municipal/county/town).The sample was distributed among the various councils based
on the total number in each of the eight (8) provinces in the country.
c) Government Ministries and AgenciesEighteen Government Ministries and agencies that have had interaction with KRB were sampled for
the survey.
d) Development PartnersA total of ten (10) development partners that have had interaction with KRB were sampled.
e) TransportersThe survey targeted heavy commercial transporters in the country. Thirty (30) transporters were
sampled.
f) Mass MediaThe survey targeted the media houses in the country. A sample of ten (10) media houses were selected
for the survey.
g) KRB Fund Collecting Agents and Oil MarketersIn this category, a sample of four (4) levy collecting agents and thirteen (13) oil marketers were
selected.
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h) Suppliers of Goods/Services and Utility ProvidersThe survey targeted the suppliers of goods and services to the KRB for the last one year. A sample of
thirty (30) suppliers and utility providers were selected.
i) Professional BodiesThe survey targeted professional bodies that had interacted with KRB for the last one year. A sample
of fourteen (14) professional bodies were selected.
j) Motorists and Non-MotoristsA sample of three hundred (300) motorists and three hundred (300) non-motorists were sampled.
k) Security SectorThe security sector satisfaction survey targeted all the security firms in the country. A sample of ten
(10) security firms was selected.
l) Education sectorThe Consultants targeted eight (8) education institutions the Board has interacted with in the last
one year.
m)Members of ParliamentThe survey targeted all Members of Parliament. A sample of two hundred and twenty Members of
Parliament was selected for the survey.
Note: List of sampled customers is shown in appendix 1
2.3 DEVELOPMENT OF DATA COLLECTION TOOLS
Development of questionnaires involved review of various documents, discussions with the KRB
management, design of draft questionnaires, review of questionnaires by the management and
updating of questionnaires. The questionnaires consisted of both closed-ended and open-ended
questions. A five point Likert scale was used for the closed-ended questions. Different questionnaires
were developed for the various categories of customers.
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2.4 DATA COLLECTION
The approved questionnaires were administered to the different categories of stakeholders at their
respective regions/offices. The purpose of the survey and the content of the questionnaires were
clarified to the respondents after which they completed the questionnaires.
2.5 DATA ANALYSIS
Completed questionnaires were inspected for completeness, edited, coded and the data inputted into
Statistical Package for Social Sciences (SPSS) package. Descriptive statistics including the means,
frequencies and proportions were used in the analysis. Further, cross tabulation of some of the factors
was undertaken to identify trends across different groups. Customer satisfaction indices were
computed by taking into account the number of respondents in each question, their responses to
each question (ranging from strongly agree to strongly disagree) and the importance weights for the
various satisfaction factors. The survey findings are discussed in the chapters that follow.
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CHAPTER THREE
SURVEY FINDINGS
3.1 RESPONSE RATE
Out of one thousand and fifty five (1055) questionnaires administered, eight hundred and four (804)
questionnaires were returned resulting in an overall response rate of 76%. The response rates for the
various categories of customers were as depicted in Table 2.
Stakeholder Sample
Size
Number of
Respondents
Response
Rate
Road Agencies 45 32 71%
Local Government 43 37 86%
Ministries and Government Agencies 18 16 89%
Transporters 30 25 83%
Mass Media 10 7 70%KRB Fund Collecting Agencies and Oil
Marketers
17 13 76%
Suppliers 30 28 93%
Professional Bodies 14 7 50%
Motorists and Non-Motorists 600 600 100%
Security Sector 10 6 60%
Education Sector 8 4 50%
Members of Parliament 220 27 12%
Development Partners 10 2 20%Total 1055 804 76%
Table 2: Response rate
Note: Several questionnaires were administered to the representatives of the road agencies in the
different regions.
The lowest response rate was registered among members of parliament at 12% whereas motorists and
non- motorists registered the highest response rate of 100%.
3.2 OVERALL CUSTOMER SATISFACTION INDEX (CSI)
The overall customer satisfaction index was 85%. Satisfaction index for the various categories of
customers were as presented in Table 3 and Figure 1.
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Stakeholder Satisfaction Index
Education sector 93%
Suppliers 90%
Security Sector 89%
Local Government 89%
Members of parliament 87%Ministries and Government agencies 86%
Professional Bodies 83%
Motorists and Non-Motorists 84%
Road Agencies 81%
Mass Media 79%
KRB Fund Collecting Agencies and Oil Marketers 81%
Transporters 77%
Development Partners 87%
Overall Customer Satisfaction Index 85%
Table 3: Customer Satisfaction indices for various customer categories
Figure 1: Customer Satisfaction indices for various customer categories
The highest satisfaction index was recorded by customers in the education sector at 93% while the
lowest satisfaction index was registered by transporters at 77%. The most satisfying and dissatisfying
factors on various aspects are captured in appendix 2 and 3 while respondents comments on various
aspects are captured in appendix 4. Detailed analysis per customer category is presented in the
sections that follow.
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3.3 ROAD AGENCIESThree out of the four road agencies participated in the survey. Out of 45 questionnaires administered,
32 were returned representing a response rate of 71%.
3.3.1 Distribution of respondents by Road Agency
Out of those who responded, majority (52%) were from Kenya Rural Roads Authority (KeRRA), 31%
from Kenya Urban Roads Authority (KURA) while Kenya National Highways Authority (KeNHA)
had the least at 17% as shown n Figure 2.
Figure 2: Distribution of respondents by road agency
3.3.2 Factor Weights
The rating of the various factors in influencing road agencies satisfaction was analysed and the results
are presented in Table 4.
Factor Weight
Communication 21%
Mandate 20%
Fund Allocation 21%
Image Perception 19%
Complaints Handling 18%
Total 100%
Table 4: Road agencies satisfaction factor weights
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The result shows that communication and fund allocation are more important with each scoring 21%
as compared to mandate, image perception and complaints handling which scored 20%, 19% and
18% respectively.
3.3.3 Satisfaction Index Values
The road agencies recorded an overall satisfaction index of 81%. Communication was the most
satisfying factor at 75% while fund allocation was the least satisfying factor at 61%. Table 5 and
Figure 3 depict the satisfaction values for each of the satisfaction aspects.
Factor Satisfaction Index
Communication 86%
Image Perception 86%
Mandate 84%
Complaints Handling 78%
Fund Allocation 72%
Overall Satisfaction Index 81%
Table 5: Road agencies satisfaction index values per factor
Figure 3: Road agencies satisfaction index values per factor
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3.3.4 Satisfaction Level by Agency
Satisfaction levels were analysed by agency, the results were as detailed in Table 6 and Figure 4.
Factor KURA KeRRA KeNHA
Communication 87% 88% 81%
Mandate 85% 83% 82%
Fund Allocation 72% 69% 80%
Image Perception 90% 84% 84%
Complaints Handling 74% 79% 76%
Overall SI 81% 80% 80%
Table 6: Road agencies satisfaction level by agency
KURA recorded the highest overall satisfaction index at 81% while KeRRA and KeNHA had
satisfaction indices of 80% each. Across the factors, the highest satisfaction index was recorded under
image perception at 90% by KURA while the lowest satisfaction index was 69% on fund allocation
recorded by KeRRA.
Figure 4: Road agencies satisfaction level by agency
The road agencies were most satisfied and least satisfied with various aspects as shown in Table 7.
Most satisfied with: Least satisfied with:
Communication
Courtesy of staff at enquiries desk Provision of adequate information whenever
needed
Provision of sufficient information/direction by
staff at enquiry desk
Well structured KRB website
Telephones are answered promptly
Parking arrangement at KRB
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Mandate
Road works improvement programme in Kenya
KRB process of monitoring funded goods, works
and services
Progress made by KRB in developing road
maintenance management system
Adequate measures put by KRB to ensure goods,works and services delivered under the allocated
funds are of higher quality
Status of the roads in Kenya
Axle-load regime in the country
Fund Allocation
Transparency in funds allocation to all agencies Delay in disbursing funds to the agencies
Delay in addressing funds enquiries
Funds allocation criteria
Image Perception
Participation of KRB in corporate social
responsibility activities
Good leadership at KRB
Professionalism of KRB staff
Transparency level at KRB
Complaints Handling
Process of lodging complaints Delay in dealing with complaints
Table 7: Road agencies satisfaction aspects
3.4 LOCAL GOVERNMENTIn this category, the survey registered a response rate of 93%. Detailed analysis is as follows.
3.4.1 Respondents Demographic Data
i. Distribution of respondents by Category of local governmentOut of those who responded, majority (54%) were Municipal councils, 41% were County Councils,
while 5% was City Council as shown in Figure 5.
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Figure 5: Distribution of local government respondents by category
ii. Distribution of respondents by provincesEastern province recorded the highest number of respondents at 22% followed by Rift Valley at 19%.
North Eastern and Nairobi provinces had the least number of respondents at 5%. The analysis is as
shown in Figure 6.
Figure 6: Distribution of local government respondents by provinces
3.4.2 Factor Weights
The local government rated various factors influencing customer satisfaction levels in order of
importance as shown in Table 8.
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Factor Factor Weight
Communication 26%
Attainment of the Mandate 24%
Image Perception 24%
Complaints Handling 25%
Total 100%
Table 8: Local government factor satisfaction Weights
Communication was rated as the most satisfying factor at 26% whereas attainment of mandate and
image perception were rated lowest at 24%.
3.4.3 Satisfaction Index Values
The overall local government satisfaction index was 89% .The satisfaction levels across the factors are
presented inTable 9 and Figure 7.
Factor Factor Satisfaction Index
Communication 93%
Image Perception 89%
Attainment of the Mandate 88%
Complaints Handling 88%
Overall Satisfaction Index 89%
Table 9: Local government satisfaction index values per factor
Figure 7: Local government satisfaction index values per factor
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The respondents registered high satisfaction with communication (93%) followed by image
perception at 89% while the least satisfaction was on both attainment of the mandate and complaint
handling at 88%.
3.4.4 Satisfaction Values by Category of Local Government
The satisfaction indices for the different categories of local government are presented in Table 10 and
Figure 8.
Factor County council Municipal Council City Council
Communication 95% 90% 96%
Attainment of the
Mandate 80% 90% 80%
Image Perception 87% 93% 96%
Complaints
Handling 83% 84% 91%
Overall SI 86% 89% 91%
Table 10: Local government satisfaction index by category
Note: City council had two respondents
Figure 8: Local government satisfaction index by category
City council registered the highest satisfaction level at 91% while county councils had the least at
86%. Attainment of mandate had the lowest satisfaction level among the city council and county
council at 80%.
3.4.5 Satisfaction Values by Provinces
Satisfaction levels of local government were further analysed by provinces. Respondents from North
Eastern province registered the highest satisfaction index at 87% while those from Nyanza province
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had the least satisfaction level at 69%. Across the provinces, the lowest satisfaction index was
registered in respect to complaint handling and communication in Nyanza at 62%. The results are as
shown in Table 11 and Figure 9.
Factor North
eastern
Central Coast Nairobi Eastern Rift
Valley
Western Nyanza
Communication 84% 83% 85% 90% 84% 85% 84% 62%
Mandate 88% 79% 76% 69% 82% 76% 76% 77%
Image
Perception 96% 70% 85% 86% 79% 84% 77% 62%
Complaints
Handling 80% 93% 78% 80% 80% 74% 64% 76%
Overall
Satisfaction 87% 81% 81% 81% 74% 80% 75% 69%
Table 11: Local government satisfaction index by provinces
Figure 9: Local government satisfaction index by provinces
Local Government respondents were most satisfied and least satisfied with various aspects as shown
in Table 12.
Most satisfied with: Least satisfied with:
Communication
Easy accessibility of KRB offices
Well structured website
Website has relevant information
Prompt response to telephone calls
Delay in responding to emails
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Mandate
Road maintenance programme in Kenya
KRB process of monitoring funded goods, works
and services
Progress made by KRB in developing road
maintenance management system Measures undertaken by KRB to ensure that all
monies allocated to agencies are used for intended
purpose
Fund allocation criteria used by KRB
Status of the roads in Kenya
Levy funds management
Awareness campaign by KRB
Image Perception
Participation of KRB in corporate social
responsibility activities
Good leadership at KRB
Professionalism of KRB staff
Transparency level at KRB
Complaints Handling Process of lodging complaints Delays in dealing with complaints lodged
Table 12: Local government satisfaction aspects
3.5 MINISTRIES AND GOVERNMENT AGENCIESOut of eighteen (18) questionnaires administered, sixteen (16) were returned registering a response
rate of 89%. Detailed analysis is as follows.
3.5.1 Factor Weights
Ministries and government agencies rated the various factors influencing customer satisfaction levels
in order of importance. The results are tabulated in Table 13.
Factor Factor Weight
Communication 26%
Complaints Handling 25%
Image Perception 24%
Attainment of the Mandate 24%
Total 100%
Table 13: Ministries and government agencies satisfaction factor weights
The respondents rated communication as the most important factor at 26% while image perception
and attainment of mandate were the least important factors at 24% each.
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3.5.2 Satisfaction Index Values
The overall satisfaction index for ministries and government agencies was 86%. Complaint handling
was the most satisfying aspect at 78% while image perception was the least satisfying factor at 72%.
The results are shown in Table 14 and Figure 10.
Factor Satisfaction IndexCommunication 85%
Mandate 88%
Image Perception 83%
Complaint Handling 89%
Overall SI 86%
Table 14: Ministries and government agencies satisfaction index values per factor
Figure 10: Ministries and government agencies satisfaction index values per factor
Ministries and government agencies respondents were most satisfied and least satisfied with various
aspects as shown in Table 15.
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Most satisfied with: Least satisfied with:
Communication
Easy accessibility of KRB offices
Well structured website
Website has relevant information
Prompt response to telephone calls
Delay in responding to emails
Mandate
Road maintenance programme in Kenya
KRB process of monitoring funded goods, works
and services
Progress made by KRB in developing road
maintenance management system
Measures undertaken by KRB to ensure that all
monies allocated to agencies are used for intended
purpose
Fund allocation criteria used by KRB
Status of the roads in Kenya
Levy funds management
Awareness campaign by KRB
Image Perception
Participation of KRB in corporate social
responsibility activities
Good leadership at KRB
Professionalism of KRB staff
Transparency level at KRB
Complaints Handling
Process of lodging complaints Delay in dealing with complaints lodged
Table 15: Ministries satisfaction aspects
3.6 TRANSPORTERSOut of thirty (30) questionnaires administered, twenty five (25) transporters responded representing
83% response rate.
3.6.1 Factor Weights
The transporters rated the various factors influencing customer satisfaction levels in order of
importance. The results are tabulated in Table 15.
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Factor Weight
Road Status 35%
Customer Relations 33%
Image Perception 32%
Total 100%
Table 15: Transporters satisfaction factor weights
Transporters rated the status of the roads to be the most important factor influencing their
satisfaction at 35% followed by customer relations at 33% while image perception was the least
important factor at 32%.
3.6.2 Satisfaction Index Values
The overall transporters satisfaction index stood at 77%. Satisfaction level for each of the factors isshown in Table 16 and Figure 11.
Factor Satisfaction Index
Customer Relations 79%
Road Status 77%
Image Perception 76%
Overall SI 77%
Table 16: Transporters satisfaction index values per factor
Figure 11: Transporters satisfaction index values per factor
Transporters were most satisfied with customer relations (79%) and least satisfied with image
perception at 76%.
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Transporters respondents were most satisfied and least satisfied with various aspects as shown in
Table 17.
Most satisfied with: Least satisfied with:
Customer Relation
Relevant information in KRB website The way KRB appreciate the role of transporters
in generating road maintenance levy
Inadequate address to transporters complaints Delay in addressing transporters complaints
Mandate
Good understanding of KRB mandate
Maintenance works going on in our roads
Safety of our roads in the country
Axle-load regime in the country
Awareness campaign by KRB
Image Perception
Participation of KRB in corporate social
responsibility activities
Staff professionalism at KRB
Inadequate KRB good reputation
Leadership at KRB
Transparency level at KRB
Table 17: Transporters satisfaction aspects
3.7 MASS MEDIAIn this category, the survey registered a response rate of 70%. Detailed analysis is as follows.
3.7.1 Respondents Demographic Data
Majority of the respondents (50%) were from radio category while 38% and 13% were from television
and newspaper categories respectively as shown in Figure 12.
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Figure 12: Distribution of mass media respondents by media category
3.7.2 Factor Weights
The mass media rated the various factors influencing customer satisfaction levels in order of
importance. The results are as shown in Table 18.
Factor Weight
Communication 34%
Service Delivery 33%
Image Perception 33%
Total 100%
Table 18: Mass media satisfaction factor weights
Communication was rated as the most important factor at 34% while both service delivery and image
perception were rated equally important to at 33% each.
3.7.3 Satisfaction Index Values
The overall mass media satisfaction index stood at 79%. Satisfaction level for each of the factors is
shown inTable 19 and Figure 13.
Factor Satisfaction Index
Communication 86%
Image Perception 80%
Service Delivery 72%
Overall Satisfaction Index 79%
Table 19: Mass media satisfaction index value per factor
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Figure 13: Mass media satisfaction index values per factor
The mass media respondents were most satisfied with communication at 86% followed by KRBs
image perception at 80%. The service delivery had the least satisfaction level at 72%.
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Mass media respondents were most satisfied and least satisfied with various aspects as shown in Table
20.
Most satisfied with: Least satisfied with:
Communication
Well structured KRB website Up and running website
Appreciation of KRB on the role of the media in
creating awareness on their services to the public
Relevant information in KRB website
Adequate investment in media publicity by KRB
Adequate interaction between KRB and the media
Delay in responding to administrativequeries.
Delay in responding to emails
Service Delivery/ Mandate
Awareness campaigns being undertaken by KRB
Prompt payment for the services rendered to KRB
Good understanding of KRB mandate
Status of the roads in Kenya
How complaints are handled at KRB
Road construction and maintenance goingon in the country
Image Perception
Good leadership at KRB
Professionalism of KRB staff
Transparency level at KRB
Participation of KRB in corporate social
responsibility activities
Table 20: Mass media satisfaction aspects
3.8KRB FUND COLLECTING AGENTS AND OIL MARKETERSOut of seventeen (17) questionnaires administered, thirteen (13) fund collecting agents and oil
marketers responded representing 76% response rate.
3.8.1 Respondents Demographic Data
Majority of the respondents (69%) were oil companies, 23% Agricultural collecting agents while 8%
represented KRA as shown in Figure 14.
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Figure 14: Distribution of KRB fund collecting agents by category
3.8.2 Factor Weights
The fund collecting agents and oil marketers rated the various factors influencing customer
satisfaction levels in order of importance. The results are as shown in Table 21.
Factor Weight
Service Delivery 28%
Communication 26%
Image Perception 24%
Complaints Handling 22%
Total 100%
Table 21: KRB fund collecting agents satisfaction factor weights
The most important aspect to fund collecting agents and oil marketers was service delivery which was
rated at 28% while complaints handling was rated the least important factor at 22%.
3.8.3 Satisfaction Index Values
The Fund collecting agents and oil marketers had an overall satisfaction index of81%. Satisfaction
level for each of the factors is shown inTable 22 and Figure 15.
Factor Satisfaction IndexCommunication 92%
Service Delivery 89%
Image Perception 72%
Complaints Handling 69%
Overall Satisfaction Index 81%
Table 22: KRB fund collecting agents satisfaction index value per factor
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Figure 15: KRB fund collecting agents satisfaction level per factor
Communication was the most satisfying factor at 92% followed by service delivery at 89% while
complaints handling was the least satisfying factor at 69%.
3.8.4 Satisfaction Level by Fund Collecting Agents
As shown in Table 23 and Figure 16, agricultural collecting agents and KRA were equally satisfied at
81% each while the oil marketers had the least satisfaction level of 79%.
Factor KRA
Agricultural
collecting agent Oil company
Communication 70% 93% 90%
Service Delivery 90% 74% 92%
Complaints Handling 100% 75% 66%
Image Perception 62% 81% 69%
Overall SI 81% 81% 79%
Table 23: KRB fund collecting agents satisfaction level by category
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Figure 16: KRB fund collecting agents satisfaction level by category
The KRB Fund collecting agents and oil marketers respondents were most satisfied and least satisfied
with various aspects as captured in Table 24.
Most satisfied with: Least satisfied with:
Communication
Courtesy with staff at enquiry desk
Relevant information in KRB website
Provision of sufficient information/direction by
staff at enquiry desk
Up and running KRB website
Delay in responding to emails
Delay in responding to telephone calls
Service Delivery/ Mandate
Road works improvement programme in Kenya
Awareness campaigns undertaken by KRB
Good understanding of KRB mandate
Efficient system of levy collection
Road construction and maintenance going on in
the country
Road status in the country
Relationship between levy collecting agents
and KRB
Use of fuel levy/agricultural cess in
rehabilitation and maintenance of the
roads
Delay in providing levy informationComplaints Handling
The process of lodging complaints at KRB Delay in dealing with complaints lodged at
KRB
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Image Perception
Participation of KRB in corporate social
responsibility activities
Good leadership at KRB
Professionalism of KRB staff
Transparency in service delivery at KRB
Table 24: KRB Fund collecting agents and oil marketers satisfaction aspects
3.9 SUPPLIERS SATISFACTION SURVEYOut of the thirty (30) questionnaires administered, twenty eight (28) suppliers of goods and services
responded representing a response rate of 93%. Detailed analysis is as follows.
3.9.1 Respondents Demographic Data
i. Distribution of Suppliers by Duration of Supplying KRBSixty five (65%) of the respondents had supplied the Board for a period of 3-5 years, 23% for a period
of 6-10 years while 12% had supplied the Board for a period of 1-2 years as shown in Figure 17.
Figure 17: Suppliers distribution by duration of supply
ii. Distribution by Category of SuppliersOf the suppliers who responded in the survey, 70% were in the company category, 22% were
partnerships while 7% were individual suppliers as presented in Figure 18.
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Figure 18: Suppliers distribution by category of supplier
3.9.2 Factor Weights
The suppliers rated the various factors influencing their satisfaction levels in order of importance.
Table 25 presents the factor weight by the suppliers.
Factor Weight
Image Perception 14%
Mandate 14%
Communication 14%
Contract Management 14%
Payment Process 14%
Procurement process 14%
Complaints Handling 14%
Total 100%
Table 25: Suppliers satisfaction factor weights
The results show that all the factors were equally important in influencing suppliers satisfaction at
14% each.
3.9.3 Satisfaction Index Values
The overall supplier satisfaction index (SI) was 90%. Table 26 and Figure 19 depict the satisfaction
values for each of the satisfaction factors.
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Factor Satisfaction Index
Image Perception 94%
Mandate 93%
Communication 93%
Contract Management 92%
Payment Process 89%
Procurement process 88%
Complaints Handling 81%
Overall Satisfaction Index 90%
Table 26: Suppliers satisfaction index values per factor
Figure 19: Suppliers satisfaction index values per factor
The suppliers were most satisfied with image perception at 94% followed by mandate (93%) while
complaints handling had the least satisfaction index at 81%.
3.9.4 Satisfaction by Duration of Supply
Suppliers satisfaction was analysed according to the number of years they had supplied to KRB and
the results are shown in Table 27 and Figure 20
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Table 27: Suppliers satisfaction values by duration of supply
Figure 20: Suppliers satisfaction by duration of supply
The respondents who had supplied for a period of 6-10 years had the highest satisfaction level at
93% followed by those who had supplied KRB for a period of 3-5 years at 89%. The least satisfaction
level was recorded among suppliers who had supplied KRB for a period of 1-2 years at 88%.
Suppliers were most satisfied and least satisfied with various aspects as captured in Table 28.
Factor Duration of Supply
1-2 Years 3-5 Years 6-10 Years
Communication 90% 92% 97%
Procurement process 91% 86% 94%
Contract management 91% 91% 94%
Complaints handling 81% 79% 88%Mandate 93% 93% 95%
Image Perception 84% 93% 90%
Payment process 89% 87% 92%
Overall satisfaction index 88% 89% 93%
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Most satisfied with: Least satisfied with:
Communication
Easy accessibility of KRB offices
Adequate response to administrative queries
Prompt response to telephone calls
Courtesy of staff at enquiry desk Provision of sufficient information/direction by staff at
enquiry desk
Procurement Process
Courtesy of procurement section staff
Clarification of issues raised during procurement process
by procurement staff
Transparency with procurement process at KRB
Tender evaluation process at KRB
Contract Management
Adherence with terms of contract
Instructions given during contract execution
Supportive user departments
Complaints Handling The straight forward process of lodging complains at KRB Delay in dealing with lodged
complaints
Mandate
Good understanding of KRB mandate
Awareness campaigns undertaken by KRB
The status of the roads in Kenya
The way KRB manages levy funds
Image Perception
KRB good leadership
Professionalism of KRB staff
Transparency at KRB
Payment process Payment of suppliers on time
Suppliers payment process
Table 28: Suppliers satisfaction aspects
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3.10 PROFESSIONAL BODIESOut of fourteen (14) questionnaires administered, seven (7) professional bodies responded
representing 50% response rate.
3.10.1 Factor Weights
The professional bodies rated the various factors influencing customer satisfaction levels in order of
importance. The results are as shown in Table 29.
Table 29: Professional bodies satisfaction factor weights
Communication was rated at 26% while image perception and complaint handling were least
important factors at 24% each.
3.10.3 Satisfaction Index Values
The overall professional bodies satisfaction index was 83%. Satisfaction level for each of the factors is
shown in Table 30 and Figure 21.
Table 30: Professional bodies satisfaction index value per factor
Factor Weight
Communication 26%
Service delivery 25%
Image Perception 24%
Complaints Handling 24%
Total 100%
Factor Satisfaction Index
Image Perception 87%
Communication 86%
Service delivery 82%
Complaints Handling 75%
Overall Satisfaction Index 83%
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Figure 21: Professional bodies satisfaction per factor
The respondents registered high satisfaction level with Image perception at 87% followed by
communication at 86%. Complaint handling had the least satisfaction level at 75%.
The professional bodies were most satisfied and least satisfied with various aspects as captured in
Table 31.
Most satisfied with: Least satisfied with:
Communication
Courtesy of staff at enquiry desk
Easy accessibility of KRB offices
Adequate response to administrative queries
Provision of sufficient information/direction by
staff at enquiry desk
Delay in responding to emails
Response to telephone calls
Service Delivery
Good understanding of KRB mandate
Awareness campaigns undertaken by KRB
Road works improvement programme in Kenya
Measures being undertaken by KRB to ensure thatall monies allocated to agencies are used for the
intended purpose
The way Board recommends to the minister on
issues related to the mandate
The way KRB manages levy funds
KRB process of monitoring goods, works
and services they fund
The way KRB coordinates optimalutilization of funds by agencies
Status of the roads in the country
Image Perception
KRB good leadership Transparency in service delivery at KRB
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Participation of KRB in corporate social
responsibility activities
KRB has good reputation KRB staff upholds high standards of
professionalism
Complaints Handling
Delay in dealing with lodged complaints
The way complaints lodged are being
handled at KRB
The process of lodging complaints at KRB
Mechanisms put in place to facilitate
complaint lodging
Table 31: Professional bodies satisfying aspects
3.11 MOTORISTS AND NON- MOTORISTSOut of the targeted 600 respondents, the survey registered a response rate of 100%. Detailed analysis
is as follows.
3.11.1 Respondents Demographic Data
i. Distribution of Motorists and Non-Motorists by GenderMajority (59%) of the respondents in the motorists and non-motorists category were male while 41%
were female as shown in Figure 22.
Figure 22: Distribution of motorists and non-motorists by gender
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ii. Distribution of Motorists and Non-Motorists by AgeOut of those who responded, 46% were in 21-30 years age group followed by respondents in 31-40
years age group at 32% while respondents in age group 51 years and above were the least at 4%. The
results are as shown in Figure 23.
Figure 23: Distribution of motorists and non-motorists by age
3.11.2 Factor Weights
The motorists and non-motorists across the country rated the various factors influencing customer
satisfaction levels in order of importance. The results are as shown in Table 32.
Factor Weight
Communication 34%
Road System 35%
Image Perception 31%
Total 100%
Table 32: Motorists and non-motorists satisfaction factor weights
The road system (network) is the most important factor to the motorists and non-motorists at 35%
while image perception was the least important factor to the respondents at 31%.
3.11.3 Motorist and Non-Motorists Satisfaction Index Values
The motorists and the non-motorists recorded a satisfaction index of84%. Satisfaction levels for each
of the factors are shown inTable 33 and Figure 24.
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Figure 25: Motorists and non-motorists satisfaction levels by gender
Communication was rated as the highest satisfying aspect by male and female respondents. Image
perception recorded the least satisfaction for both at 81%.
3.11.5 Motorists and Non-motorists Satisfaction Levels by Age
Satisfaction levels of motorists and non-motorists respondents were further analysed by age groups.
Age group 41-50 years had the highest satisfaction level at 86%. Respondents in age groups 21-30
years and 31-40 years recorded equal satisfaction at 84% also those in age groups below 20 years and
51 years and above had equal satisfaction at 83%. The results are as shown in Table 35 and Figure 26.
Factor Below 20
Years
21-30 Years 31-40 Years 41-50 Years 51 Years and
above
Communication 87% 86% 88% 91% 83%
Road System 82% 83% 83% 83% 86%
Image Perception 79% 82% 81% 85% 81%
Overall SI 83% 84% 84% 86% 83%
Table 35: Motorists and non-motorists satisfaction levels by age
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Figure 26: Motorists and non-motorists satisfaction levels by age
Communication was rated highest satisfying factor among all the respondents with 41-50 years age
group leading at 91% while image perception was the least satisfying factor among all age groups
except for 41-50 years age group which rated road system the least at 83%.
3.11.6 Motorists and Non-motorists Satisfaction Levels by Category
Satisfaction levels of motorists and non-motorists respondents were further analysed by category. Non-
motorists registered the highest satisfaction level at 73% closely followed by Motorists at 72%.
Communication had equal rating by both categories while image perception was the least satisfying
factor at 69% and 71% for motorists and non-motorists respectively. The analysis is shown in Table
36 and Figure 27.
Factor Motorist Non-motorist
Communication 87% 87%
Road System 83% 83%
Image Perception 80% 82%
Overall SI 83% 84%
Table 36: Motorists and non-motorists satisfaction levels by category
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Figure 27: Motorists and non-motorists satisfaction levels by category
The motorists and non-motorists respondents were most satisfied and least satisfied with various
aspects as captured in Table 37.
Most satisfied with: Least satisfied with:
Communication
Availability of relevant information in KRB
website
Well structured KRB website
Courteous staff
Delay in responding to lodged complaints
Delay in responding to telephone calls
Road System
Status of the roads in the country
Maintenance going on in our roads
Safety measures in our roads
Pedestrian walkways
Axle-load regime in the country
Image Perception
Participation of KRB in corporate social
responsibility activities
KRB good reputation
KRB good reputation
Table 37: Motorists and non -motorists satisfaction aspects
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3.12 SECURITY SECTOROut of ten (10) questionnaires administered, six (6) security sectors responded representing 60%
response rate.
3.12.1 Factor Weights
The security sector rated the various factors influencing customer satisfaction levels in order of
importance. The results are as shown in Table 38.
Factor Weight
Service Delivery 34%
Image Perception 34%
Communication 33%
Total 100%
Table 38: Security sector satisfaction factor weights
There was no significant difference with all factors in terms of importance. Image perception and
service delivery were rated at 34% each while communication was rated at 33%.
3.12.2 Satisfaction Index Values
The security sector satisfaction overall index was 89%. Service delivery was the most satisfying factor
at 90% while communication was the least satisfying at 87%. Satisfaction level for each of the factors
is shown inTable 39 and Figure 28.
Factor Satisfaction Index
Service Delivery 90%
Image Perception 89%
Communication 87%
Overall Satisfaction Index 89%
Table 39: Security sector satisfaction factor indices
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Figure 28: Security sector satisfaction factor indices
The security sectors respondents were most satisfied and least satisfied with various aspects as
captured in Table 40.
Most satisfied with: Least satisfied with:
Communication
Prompt response to telephone calls
Easy accessibility of KRB offices
Well structured KRB website
Relevant information in KRB website Always up and running website
Delay in responding to security sector
lodged complaints
Delay in responding to emails
Image Perception
KRB good leadership
Participation of KRB in corporate social
responsibility activities
KRB good reputation
Professionalism of KRB staff
Transparency level in service delivery at
KRB
Service Delivery
Good understanding of KRB mandate
Road construction and maintenance going on in
our roads
Road works improvement programme in Kenya
Relationship between KRB and security sector
Road safety measures on our roads
Management of the levy funds by KRB
Table 40: Security sector satisfaction aspects
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3.13 EDUCATION SECTOROut of eight (8) questionnaires administered, four (4) education institutions that deal with issues
related to the roads sector responded representing 50% response rate.
3.13.1 Factor Weights
The education sector rated the various factors influencing customer satisfaction levels in order of
importance. The results are as shown in Table 41.
Factor Weight
Communication 33%
Image Perception 33%
Service Delivery 33%
Total 100%
Table 41: Education sector satisfaction factor weights
All factors were rated equally at 33%.
3.13.2 Satisfaction Index Values
The education sector satisfaction overall index was 93%. Communication was the most satisfying
factor at 94% while service delivery was the least satisfying at 92%. Satisfaction level for each of the
factors is shown inTable 42 and Figure 29.
Factor Satisfaction Index
Communication 94%Image Perception 93%
Service Delivery 92%
Overall Satisfaction Index 93%
Table 42: Education sector satisfaction factor indices
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Figure 29: Education sector satisfaction factor indices
The education sectors respondents were most satisfied and least satisfied with various aspects as
captured in Table 43.
Most satisfied with: Least satisfied with:
Communication
Prompt response to telephone calls
Easy accessibility of KRB offices
Well structured KRB website
Relevant information in KRB website
Always up and running website
Delay in responding to education sector
lodged complaints
Image Perception
KRB good leadership
Participation of KRB in corporate social
responsibility activities
KRB good reputation
Professionalism of KRB staff
Transparency level in service delivery at KRB
Service Delivery
Good understanding of KRB mandate
Road construction and maintenance going on in
our roads
Road works improvement programme in Kenya
Relationship between KRB and education sector
Road safety measures on our roads
Roads status in Kenya
Table 43: Security sector satisfaction aspects
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3.14 MEMBERS OF PARLIAMENTIn this category, out of 220 members of parliament, 27 returned the questionnaires registering a
response rate of 12%. Detailed analysis is as follows.
3.14.1 Factor Weights
The Members of Parliament rated the various factors influencing customer satisfaction levels in order
of importance. The results are as shown in Table 44.
Factor Weight
Communication 24%
Image/Perception 26%
Fund Allocation Process 24%
Attainment of Mandate 26%
Total 100%
Table 44: Members of Parliament satisfaction factor weights
Mandate and image /perception were rated the most important factors at 26% each while fund
allocation and communication were the least important factors at 24% each.
3.14.2 Satisfaction Index Values
The Members of Parliament satisfaction overall index was 87%. Communication and image
perception were the most satisfying factors at 89% each while attainment of mandate and fund
allocation were the least satisfying factor at 84% each. Satisfaction level for each of the factors is
shown inTable 45 and Figure 28.
Factor Satisfaction Index
Mandate 84%
Fund Allocation Process 84%
Image Perception 89%
Communication 89%
Overall SI 87%
Table 45: Members of Parliament factor satisfaction indices
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Figure 30: Members of Parliament factor satisfaction indices
The Members of Parliament respondents were most satisfied and least satisfied with various aspects as
captured in Table 46.
Most satisfied with: Least satisfied with:
Communication
KRB staff provide sufficient information/direction
KRB staff respond to administrative queries within 14 days
Staff at KRB are courteous
Adequate information made available by KRB
Telephone calls at KRB are answered promptly
KRBs response to emails
KRBs website relevant information
KRB website structure
KRB website is always up and running
Delay in responding to
queries
Fund Allocation Process
Utilization of funds for the intended purpose
Transparency of fund allocation formula
Mechanism for managing funds released
Delay in addressing
funds enquiries
Mandate
Good understanding of KRB mandate
Road works improvement programme in Kenya The way Board recommends to the Minister on issues related to the
mandate
Measures being undertaken by KRB to ensure that all monies
allocated to agencies are used for intended purpose
The way KRB coordinates optimal utilization of funds
Use of agricultural cess
in constituencies Status of the roads in
Kenya
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Image Perception
Professionalism of KRB staff
KRB reputation Interaction between KRB and MPs
Transparency level in
service delivery Inadequate participation
of KRB in corporate
social responsibilities
Table 46: Members of Parliament Satisfaction aspects
3.15 DEVELOPMENT PARTNERSIn this category, the survey registered a response rate of 20%. Detailed analysis is as follows.
3.15.1 Factor Weights
The development partners rated the various factors influencing customer satisfaction levels in order
of importance. The results are tabulated in Table 47.
Factor Weight
Communication 27%
Attainment of the Mandate 27%Image Perception 22%
Complaints Handling 24%
Total 100%
Table 47: Development partners satisfaction factor weights
The development partners rated communication and attainment of mandate as the most important
factors at 27% each while image perception had the least satisfying factor at 22%, while complaints
handling had 24%.
3.15.2 Satisfaction Index Values
The overall satisfaction index for development partners was 87%. Communication was the most
satisfying aspect at 90% while complaints handling was the least satisfying factor at 82%. The results
are shown in Table 48 and Figure 31.
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Good understanding of KRB mandate
The way KRB manages levy funds
Process of monitoring goods, works and services
funded by KRB
Awareness campaigns being undertaken by
KRB
Road works improvement programmes in
Kenya
Status of the roads in Kenya
Image Perception
Good leadership at KRB
Professionalism of KRB staff
Transparency in service delivery at KRB
Participation of KRB in corporate social
responsibility activities
Complaints Handling
Delay in dealing with complaints
Table 49: Development partners satisfaction aspects
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CHAPTER FOUR
DISCUSSION OF FINDINGS AND RECOMMENDATIONS
The recommendations were informed by the findings on the satisfaction level of the various factors in
the study, the results of the analysis of the specific customer aspects as well as comments provided by
the customers during the survey. The recommendations are presented by factors of satisfaction.
4.1 COMMUNICATION
Communication registered satisfaction index of 94% among the education sector, 93% by suppliers
and local government, 92% by the fund collecting agencies and oil marketers, 89% by members of
parliament,87% by the security sector and motorists and non motorists traffic, 86% by mass media,
professional bodies and road agencies, 85% by government ministries. A large number of respondents
rated communication aspects as satisfying. However, 38% of fund collecting agents and oil marketers,
20% of mass media, 10% of road agencies, 19% of local government and 10% of members of
parliament indicated that KRB does not respond to emails on time.
As regards lodged complaints and queries, 50% of mass media, 39% of motorized and non-motorized
traffic, 19% of transporters and 22% of Members of Parliament indicated that KRB does not address
complaints and queries on time.
Recommendations:
i. Mechanisms be put in place to ensure prompt response to emails to various customer
categories.
ii. Measures be put in place to ensure that lodged complaints and queries are addressed
adequately and in a timely manner.
4.2 KRB SERVICE DELIVERY/MANDATE
Service delivery recorded 92% for education sector,90% for security sector, 89% for fund collecting
agencies and oil marketers, 82% for professional bodies and associations and 72% for mass media.
Mandate registered a satisfaction level of 93% for the suppliers, 88% for local government and
ministries; and 84% for road agencies and members of parliament. However 100% of mass media,
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33% of education and security sector, 42% of fund collecting agencies and oil marketers and 50% of
professional bodies are not satisfied with the status of roads in the country. Regarding road
construction and maintenance,50% of mass media and 58% of professional bodies and associations
are dissatisfied.45% of fund collecting agencies and oil marketers,40% of mass media and 14% of
professional bodies were dissatisfied with KRBs awareness campaigns.36% of fund collecting agencies
and oil marketers disagreed with the efficiency of fund collection system while 67% of the same group
were not aware of the amount of levy fund collected. In response to the satisfaction with the measures
undertaken by the Board to ensure that all monies allocated to agencies are used for the intended
purpose, 35% of the local government,16% of Members of Parliament and 10% of road agencies
were dissatisfied
Recommendations:
iii.The Board should enhance its awareness campaign on its role and what is being done to
improve road status in the country.
iv. Mechanisms be put in place to avail more information to the public on the allocation and
disbursement of funds to the implementing agencies.
v. The Board to put measures in place that will ensure that all allocated funds are used for the
intended purpose.
4.3 COMPLAINTS HANDLING
Complaints handling registered a satisfaction index of 89% among government ministries,88% by
local government, 81% by suppliers 78% by road agencies,75% by professional bodies and 69% by
fund collecting agencies and oil marketers.
However 50% of fund collecting agencies and oil marketers and 28% of local government indicated
that the complaint lodging mechanisms are not straight forward while 71% of fund collecting
agencies and oil marketers were dissatisfied with the effectiveness of complaint lodging mechanisms.
36% of local government, 40% of fund collecting agencies and oil marketers, 16% of road agencies
and 17% of professional bodies indicated that there is delay in dealing with complaints whereas 29%
of fund collecting agencies and oil marketers and 36% of local government were not satisfied the way
complaints are handled at KR
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