Asian Basic and Applied Research Journal

Due to the widespread use of social media platforms, social media has altered or impacted the consumer experience today. The pleasant connections possible on social media can lead to long-term relationships and involve looking up product details, transactions for purchases, and/or the provision of services. The study assessed how social media affects public sector customer experiences of Huduma centre GPO in Nairobi County, Kenya. Research specifically assessed the effects of social media data gathering, mobilization and usage on customer experience. The research was anchored by agenda-setting, technological determinism and service determinant logic theories, respectively. A descriptive study design served as the foundation for the research.  Target population comprised of 1200 customers of Huduma Centre GPO in Nairobi, Kenya. Employing a random sampling approach, responses were generated from customers totalling 360 respondents. First-hand information was collected via a questionnaire. The study looked at reliability and validity of research tools. Data was analyzed using both inferential and descriptive analysis. Inferential analysis employed regression techniques, while descriptive analysis used tables. Moral principles were upheld fully. Findings revealed that social media data gathering had a positive and insignificant effect (B = 0.084; p = 0.068) on customer experience. Results showed that social media mobilisation positively, but insignificantly, affects customer experience (B = 0.086; p = 0.219). Using social media also positively contributed to public sector customer experiences of Huduma centre GPO in Nairobi County, Kenya significantly (B = 0.308; p = .000). The study recommends that the matter pertaining to Huduma Centre GPO in Kenya needs to be dealt with by providing better training regarding data collection tools, which should relate to metrics, as well as analytics analysis, in order to derive insights from data collected. Government institutions, including other stakeholders, must provide customized training to employees regarding using tools for demographic analysis so that they get an opportunity to convert data into actions to work upon complaints received by them. The study also focused on usage patterns’ influence as far as customer experience. The output disclosed that customer experience has a strong direct positive influence on usage patterns for customers of social platforms and services.