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- W65455890 abstract "The need for this study stems from the fallacy that public institutions need not delightcustomers. Indeed, these institutions have been considered as not having 'customers' perse with the publics whom they serve being given little attention. This originates from thereasoning that, when public institutions render service, the people they serve are notnecessarily in the class of customers such as those in the private sector. The concern,aggression and innovation seen in private sector service delivery are not reflected in thepublic sector.It is in this light that this study sought, 'To investigate the place of the customer in publicinstitutions.' To this end, the study reviewed literature, journals and articles from paststudies in this field. It targeted employees of National Hospital Insurance Fund (NHIF) inall branches and departments. A representative sample population of sixty threerespondents was used after random selection. The random sampling allowed theresearcher to collect data in respect to objectives of the study.Data was collected through questionnaires administered in personal interviews. It wasanalyzed using descriptive and advanced.statistics. Tables, pie charts, bar graphs andpercentages were applied to present reports." @default.
- W65455890 created "2016-06-24" @default.
- W65455890 creator A5000857740 @default.
- W65455890 date "2012-03-05" @default.
- W65455890 modified "2023-09-27" @default.
- W65455890 title "The customer of/in public instituions in Kenya ( a case of National Hospital Insurance Fund NHIF)" @default.
- W65455890 hasPublicationYear "2012" @default.
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