Influence of Corporate Reputation on Airtel Kenya Customer Satisfaction Among University Students: The Case of the Technical University of Kenya

Abstract

This study sought to determine how a company's reputation affected Kenya Airtel customers' satisfaction. The study’s specific objectives were to Ascertain how the diversity of Airtel Kenya’s services and products influence customers' satisfaction among students at TU-K, assess the leadership of Airtel Kenya's role in ensuring customer satisfaction among TU-K students and assess the impact of Airtel Kenya's corporate social responsibility on customer satisfaction. This study's research design was quantitative and descriptive in nature. The descriptive method for the research design defines the relationship between customer satisfaction and corporate reputation. The target population was sampled using a stratified random sampling approach, and the sample size of 400 was established using Yamane's formulas (1973). Questionnaires were used as a tool for gathering data. The study's main findings showed that, at the 0.000 level of significance, there was a positive and significant relationship between corporate reputation, product and service quality, leadership, and customer satisfaction. There was also a positive and significant relationship between corporate social responsibility and customer satisfaction. The study concludes that improving customer happiness depends critically on leadership, product and service quality, and corporate social responsibility. The survey suggests that Airtel should keep providing its customers with high-quality goods and services at reasonable pricing. In order to increase customer happiness, Airtel must also uphold a solid reputation. The study further recommends that Airtel should continue to engage in activities that foster corporate social responsibility. This is because CSR is an important opportunity for Airtel to give back to society and show that they value their customers.