Main Article Content
Abstract
The study set out to analyze the influence of Corporate Governance on customer satisfaction in the Mutual of Public Service in Burundi. The study adopted a post-positivism which is based on the philosophy which states that researchers should use the mixture of approaches and employed a descriptive and correlational research design. The study used the sample size of 138 determined from the population of 210 computed using Slovin’s formula. The results indicate a positive relationship between Corporate governance and Service quality (r=.732, p-value<.01); a positive relationship between service quality and customer satisfaction (r=.534, p-value<.01) and a positive relationship between Corporate governance and Customer relationship (r=.681, p-value <.01). The findings also indicate that the combination of corporate governance and service quality predict only 27.1% of the variance in customer satisfaction in Mutual of Public Service. Service quality (Beta=.354, t=5.679, Sig=.000) is a better predictor of the customer satisfaction than the corporate governance (Beta=.216, t=2.693, Sig=.003) though both were statistically significant. This was supported by the qualitative results from interview guide where most respondents highlighted on other factors that affect the satisfaction of clients in the Mutual of Public service. The study recommends a critical assessment of structures, systems and policies applied by the government to make them more responsive to customers need and suitable to social security institutions.