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This study investigated on the factors that influence customers’ satisfaction towards services rendered by the Weights and Measures Agency. The specific objectives were: (i) to assess whether verification of measuring instruments was a factor determining customers’ satisfaction, (ii) to examine if inspection of packed goods influenced customers’ satisfaction, (iii) to determine whether WMA human resource was a factor influencing to customers’ satisfaction, (iv) to find out whether corruption in WMA influenced customers’ satisfaction and (v) to examine whether budget to run WMA activities influenced customers’ satisfaction.
A case study design was adopted, involving a total of 92 respondents of whom 80 were customers of WMA (traders using measuring instruments) and 12 of them were WMA staff and management who identified through purposive sampling. The study population comprised both males and females aged 18 years and above.
Generally, findings showed that, customers’ satisfaction was influenced by awareness of weights and measures services which the results showed that 28% of respondents had maximum level of awareness while 72% of respondents had a good level of understanding WMA services. Customers’ satisfaction was influenced also by the regular conducts of verification of measuring instruments where results showed that 66% of respondents had a maximum satisfaction on verification of measuring instruments while 34% had a good level of satisfaction, satisfaction level on inspection of packed goods results showed that majority of respondents were satisfied by inspection of packed goods i.e. 49% good level and 45% maximum level of satisfaction. Also low level of corruption practices influenced customers’ satisfaction; the results showed that 100% of respondents had never experienced any example of corruption practices within WMA services. But short period of notice of verification given to customers to prepare for verification of their measuring instruments and payment of verification fees contributed to low customers’ satisfaction. Results revealed that period of notice to verify measuring instruments had 48% of low level of satisfaction while 52% was moderate level of satisfaction. On the side of payment of verification fees results revealed that 37% had high capacity of affording to pay fees, 48% had a moderate capacity and 15% had a low capacity to pay verification fees. Furthermore, WMA shortage of inspectors of weights and measures plus inadequacy of budget to run activities contributed to low customers’ satisfaction because the WMA failed to protect consumers around all corners of the country and to perform all activities as required. Results revealed that 75% WMA had a minimum number of inspectors of weights and measures while 17% and 8% had moderate and fair level on adequacy number of inspectors to perform WMA activities. On budget to run WMA services results revealed that 50% by 50% had moderate and fair scale of accommodating all costs required to run WMA activities. Conclusively, more education should be provided to all kinds of customers so as to increase awareness on importance of using correct measurements which will also reduce unnecessary complaints from customers on the services provided by the WMA hence customers will continue to be satisfied. |
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