IJSRP, Volume 5, Issue 9, September 2015 Edition [ISSN 2250-3153]
Christine Wawira Swaleh, Dr Kepha Ombui, Dr Asumpta Kagiri
Despite the public complaints on the services being delivered at the British High Commission (BHC) there has been reluctance in addressing the concerns raised from the public. This study investigated the influence of service delivery strategies on customer satisfaction at the British High Commission (BHC) in Kenya. The specific objectives that were studied are the effect of back office, front office services and virtual office services on customer satisfaction; and the influence of customer service expectations on customer satisfaction at the BHC. The researcher used assimilation, contrast and negativity theories as some of the theories for customer satisfaction. Exploratory design was used alongside descriptive research. Closed ended questionnaires were used in the study.