THE ROLE OF HORIZONTAL COMMUNICATION IN ENHANCING CUSTOMER SATISFACTION IN ORGANIZATIONS: A CASE STUDY OF MAASAI MARA UNIVERSITY.

Abstract

ABSTRACT The purpose of this study is to explore the roles horizontal communication in enhancing customer satisfaction in organizations in the context of Maasai Mara university. Literature regarding organizational communication and job satisfaction was reviewed and the theory of customer service applied as the main guidance of the research. The study utilized the statistical method to analyze the data collected from questionnaires. A total of 26 employees working in Maasai Mara university participated in the research. Horizontal communication was examined by four indicators: employee’s perceived quantity of social interaction with peers (superiors and fellow employees at similar levels) within the department, quantity of social interaction with peers (customers) seeking services from the department, quality of these interactions, and feedback obtained from the perceived clients on their rating of the services offered to them through the department The findings from analyses revealed that most workers translate the moods they have at work to their clients whom they interact with. This consequently affects the way different customers are satisfied with your product or service