Influence of Product Quality on Customer Satisfaction among Employees of the County Government of Bungoma, Kenya

Abstract

Online shopping is the activity of interacting with and purchasing items, services, and other commodities from a vendor in real time over the internet. This component is evolving, and it was recently ignited by the Covid 19 pandemic epidemic and smartphone technology, which has led to an increase in the number of customers and business owners going online. As a result, customer satisfaction has emerged as an important topic to emphasize, because today's businesses are more concerned with customers than with sellers. As a result, the purpose of this study was to investigate the influence of product quality on customer satisfaction among employees of the County Government of Bungoma, Kenya. The research study was founded on the theories of the Technology Acceptance Model and the Innovation Diffusion Theory. The descriptive research design was used in this study. Close-ended questions were utilized to obtain data. The target population consisted of 7007 employees, and a sample of 218 was drawn using stratified and purposive sampling techniques. A pilot study was conducted to check the reliability of the questionnaire and content validity was utilized to assess the questionnaire's validity. The information gathered was analyzed through descriptive and inferential statistics. The relationship between variable product quality and customer satisfaction was statistically significant β=0.949; beta=0.729 and t=15.032, p0.05). As a result, it was established that improving product quality would significantly boost consumer satisfaction. The study recommended that issues concerning the quality/specifications of the product purchased, the same purchasing circumstances of the products, customer complaints, selling original products, and serving consumers be handled with attention. As a result, policymakers may utilize the findings to develop rules for data protection and cyber security safeguards. This would also have an impact on electronic transaction laws, which are critical for online payments.