Title: Evaluation of the level of consumer satisfaction with laundry and dry cleaning services in Kisumu city
Authors: Matthews Odek
Volume: 9
Issue: 1
Pages: 25-31
Publication Date: 2025/01/28
Abstract:
Laundry and dry cleaning practices are a global process that contributes to the length and life of apparel and textile products. Therefore, it is important that the right cleaning method is selected for a given fabric because they differ in quality and use. Knowledge of these differences is very essential. Studies have indicated that consumers have raised concerns over the distortion of their clothes after laundry and dry cleaning (LDC) practices but it was not clear whether the distortion was due to poor fabric quality or poor cleaning practices. Therefore, there was a need for this study whose purpose was to evaluate the level of consumer satisfaction with LDC services. The conceptual framework borrowed ideas from the Expectation Disconfirmation Theory. Cross-sectional and descriptive surveys were employed. Seventy-two (72) respondents from commercial LDC outlets and three-hundred and twelve (312) respondents from households were selected to form the sample size (384). Quota, Census, and snowball techniques were used to determine and identify commercial LDC outlets. Quota, stratified and simple random sampling were used to identify locations and sub-locations within Kisumu City while systematic sampling was used to determine and identify the households. Lastly, purposive and convenient sampling were used to identify and qualify respondents from both households and commercial LDC outlets. Interview schedules, observations were used to gather data. Quantitative data were analyzed using descriptive statistics by SPSS version 20 (2007) and the findings were presented in tables and charts. On the other hand, qualitative data were grouped into themes, coded, and analyzed using the SPSS tool and the results were also presented in tables and charts. The study established that customer satisfaction and, or dissatisfaction varied among consumers and with different LDC aspects as well. The study further showed that commercial LDC consumers were more satisfied than household LDC consumers. Keywords: Laundry and Dry Cleaning, Consumer Satisfaction, Environmental Awareness, Sustainable Practices, Kisumu City