The Customer Of/in Public Institutions In Kenya (a Case Of National Hospital Insurance Fund/nhif)

ABSTRACT The need for this study stems from the fallacy that public institutions need not delight customers. Indeed, these institutions have been considered as not having 'customers' per se with the publics whom they serve being given little attention. This originates from the reasoning that, when public institutions render service, the people they serve are not necessarily 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 the public sector. It is in this light that this study soug…