Shivani H. Patel
Jomo Kenyatta University of Agriculture and Technology
(JKUAT)
Dr. Fridah Simba Theuri
Jomo Kenyatta University of Agriculture and Technology
(JKUAT)
Dr. Fred Mugambi Mwirigi
Jomo Kenyatta University of Agriculture and Technology
(JKUAT)
CITATION: Patel, S., H., Theuri, F., S., Mwirigi, F., M. (2017) Effect 0f Strategic Training Partnerships On Service Satisfaction of Custom Agents in Kenya. International Journal of Business Management. Vol. 6 (9) pp 1 – 14.
ABSTRACT
Trade facilitation which entails the simplification and harmonization of Customs procedures is one of the key challenges for many Customs administrations. Customs to business partnerships have effects on the service satisfaction of Customs agents. Extensive joint consultations between Customs and business can assist both Customs and Customs agents in pursuing their mandate efficiently, since Customs agents transact business with Customs on behalf of businesses. Therefore, the government must provide adequate support to this initiative through supporting policies as well as financial and planning support. This research explores the effect of strategic training partnerships on the service satisfaction of Customs agents in Kenya. The research design used for this study was descriptive survey. The population of this study comprised of Customs agents in Kenya. According to information obtained from the Kenya International Freight and Warehousing Association (KIFWA), for the period 2014/2015, 525 Customs Agents licensed with the Kenya Revenue Authority (KRA) were registered members of KIFWA Nairobi, while 608 Customs Agents licensed with KRA were registered members of KIFWA Mombasa, being the two branches of KIFWA in Kenya. From this total of 1133 units, a sample size of 297 participants (top management of the Customs Agents firms) was selected. Stratified random sampling was used to select a proportionate strata sample based on the KIFWA branches. Data was collected by use of questionnaires issued to the top management of the Customs Agents. The questionnaire consisted of structured closed ended statements. Data was analyzed mainly by use of descriptive and inferential statistics. Descriptive statistics included mean and standard deviation. Inferential statistical techniques such as correlation and regression were used to draw a causal relationship between the strategic training partnerships and service satisfaction of Customs agents. Results were presented by use of diagrams and tables. The study findings indicated that strategic training partnerships are very essential for effective service delivery within the Customs agents and thus improved service satisfaction. Regression and correlation results indicated that there was a positive and significant relationship between strategic training partnerships and service satisfaction of Customs agents. The study therefore concluded that the strategic training partnership positively influenced service satisfaction of Customs agents. Thus it is of utmost importance for institutions to carefully recruit the right people, nurture and retain them to ensure long term survival of their organizations, and all this can happen if there are in place training programmes not only at induction level but continuous training to ensure smooth flow of operations.
Key Words: Service Satisfaction, Strategic Partnerships, Training, Customs Agents
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