In the recent past, there has been a public outcry on the Kenyan government’s failure to offer credible digital services thus raising reliability issues within the e-government innovation that has led to customer dissatisfaction. Despite the extensive research on the measurement of customer satisfaction, most studies are concentrated on the private sector leaving similar research on public sector significantly scanty. The specific objective for the study was to examine the effect of e-government compatibility on customer satisfaction of the business community in Garissa Township, Kenya. The study was based on two theories namely the Diffusion of Innovation Theory and the Expectation Disconfirmation Theory. Customer Satisfaction Score was identified as the most appropriate Customer Satisfaction Measurement Metric for the public sector. The target population was 963 businesses issued with Single Business Permits that had a physical location within Garissa Township for the financial year 2017/2018. The study employed both random and purposive sampling. Descriptive cross-sectional survey design was used while Split-half procedure determined the reliability of the study construct. Quantitative data was collected using moderated structured questionnaires and analyzed using both descriptive and inferential statistics. E-government compatibility was found to have a strong positive effect on customer. The study findings suggested that customer satisfaction was a significant evaluation measure for e-government. The study recommends that Garissa Township government should establish functional interactive desk at the Garissa Huduma Centre and website in e-Citizen portal. Further scholarly works should be carried out to develop customer satisfaction measuring tools most appropriate for public sector.

Author Name: Aoron Muukiri M’Muurithi,Dr. Joel M. Ayora and Dr. Peter Butali

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Keywords: Customer satisfaction, Egovernment, Business community

ISSN: 2664-049x

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