• Login
    View Item 
    •   SU+ Home
    • Research and Publications
    • School of Management and Commerce (SMC)
    • SMC Projects, Theses and Dissertations
    • BCOM Research Projects
    • BCOM Research Projects (2012)
    • View Item
    •   SU+ Home
    • Research and Publications
    • School of Management and Commerce (SMC)
    • SMC Projects, Theses and Dissertations
    • BCOM Research Projects
    • BCOM Research Projects (2012)
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Customer feedback and its role in improving retail service quality

    Thumbnail
    View/Open
    Abstracts (4.102Kb)
    Date
    2012
    Author
    Misoi, Sharon Cheptoo
    Metadata
    Show full item record
    Abstract
    Customer Feedback is fast becoming an important requirement for every business. The key reason for collecting feedback is to better hear the voice of the customer so as to meet their needs and serve them better. Despite numerous research, relevant stakeholders have not given the necessary attention to this sector more so the customers themselves and have continued to focus on the manufacturing organizations. This study sought to find out the perception of customers towards the customer feedback systems available in supermarket and their influence on service quality. Besides, it sought to find out whether the presence of customer feedback systems influenced the preference and loyalty of customers. Data was collected through structured questionnaires filled by 60 respondents and analyzed descriptively through charts and tables. The research concluded that most customers have a negative perception towards customer feedback systems. It also showed that there exists a relationship between customer feedback and service quality as the respondents perceive that feedback has a good effect on the Accuracy and Accessibility of the service offered in the supermarket but a poor effect on the Responsiveness and Reliability of the service offered.
    URI
    http://hdl.handle.net/11071/1771
    Collections
    • BCOM Research Projects (2012) [34]

    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    Atmire NV
     

     

    Browse

    All of SU+Communities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    Login

    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    Atmire NV