Influence Of Customer Focus Strategies On Service Delivery At The Department Of Immigration In Nairobi, Kenya

ABSTRACT Within an increasingly competitive environment, customer focus strategies form an .organization strategic tool for improving product/service quality. Organizations placing greater emphasis on customer focus will tend to attach a relatively high degree of importance to eliminating non value added activities and cost, building closer links with customers, having a management approach of meeting customers' need, finding solutions to poor service, and regularly measuring customer service. In this study, the focus was on the influence of customer focus on service delivery, taking the case…