Assessing customers’ perception and expectations of pension funds service quality: a case study of the Public Service Pensions Fund (PSPF) Customers

Retirees is one of the group in a society that need help so that they can live a happy and peaceful life because they have reached the age limit to work and sometimes due to aging they can no longer be able to generate income but inevitably they would need enough income to live a healthy way. The researcher believes that pension is one of the best ways that can guarantee income to retirees; subsequently, he would like to use this research to help retirees get the upside that pension funds can offer. The study targeted retirees as they visited the PSPF Headquarters. A total of 45 respondents were provided with questionnaires. Questions for Objectives One ad Two were for assessing customers' perception while questions for Objective Three gave customers the opportunity to comment on how PSPF could improve its services specifically members benefits. Findings showed that most of the retirees are highly satisfied with how services are delivered but they are also highly dissatisfied with the amount of benefits offered and most importantly they seemed to have little knowledge about the PSPF services specifically benefits. It was recommended that PSPF and other pension funds in the country to consider some training for this.