Human Element of Service Delivery and Customer Retention: The Case of a Selected Service Enterprise in Kenya
Journal Title: International Journal of Management Sciences - Year 2015, Vol 5, Issue 2
Abstract
Shoe shine enterprises find it difficult to envision and understand what aspect connote high quality to consumers, and the levels of the aspects that are required to deliver high quality service. However retention as an outcome of shoe shine entrepreneur‟s way of delivering service as a key in explaining customer retention is little known. This study examined the influence of human element of service delivery on customer retention in Eldoret town, Kenya. The study was based on a survey of 230 customers of shoe shine enterprises selected randomly. The main data collection instruments were questionnaires. Data was analysed using descriptive and inferential statistics. The findings indicated that customers consider human element of service delivery as a critical indicator of their perception of quality. In conclusion, the study reveals that human element of service delivery influenced customer retention. Equally, the findings show that shoe shine entrepreneurs need to improve on their social responsibility practices. Basing on the conclusion of this study, firstly, it is recommended that shoe shine entrepreneurs should handle their customer with empathy and be reliable while providing their services. Lastly, human element of service delivery should be included into relevant training for service enterprises to enhance customer retention.
Authors and Affiliations
Matelong K. Nebert, Tubey J. Ruth, Omboto I. Peter, Tuwei J. Gloria
Keywords
Related Articles
- EP ID EP26976
- DOI -
- Views 234
- Downloads 4
The Effect of External and Internal Environment on Performance and Competitiveness of Micro, Small and Medium Enterprises (MSMEs) In West Nusa Tenggara
The government has a large enough attention to the promotion and development of MSMEs. It is aimed to the improvement of community business that can reduce poverty or improve the welfare of the poor community. MSMEs de...
Executives’ Conscientiousness and Effective Keystone Vulnerability Management: An Empirical Survey
This study examined executives‟ conscientiousness and organisations‟ keystone vulnerability management. Data were collected from one hundred executives through questionnaire and analysis was done using the Spearman Ran...
How to Spot Business Ethics?
According to the resource-based view, intellectual capital is strategic resources that enable companies to create competitive advantage and deliver superior financial performance. Relationship between resources and fir...
Beyond Motivation What Next? A Critical Analysis of Employee Behaviour towards Work
The study assessed the implication of motivation on revenue mobilisation, especially in the Ghanaian decentralised organizational setting and the issues involved in designing and promoting of such programs. The study m...
Correlative Influence of External Auditors and Forensic Accountants on Effective Management of Fraud
Countries are presently faced with serious economic and social crises where corruption is the order of the day. In recent times, fraud has infected many companies in Nigeria of which Cadbury and formerAfribank Plc. are...