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The effectiveness of relationship management and service quality on service delivery

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dc.contributor.author Njuguna, Reuben Kinyuru
dc.contributor.author Mirugi, Susan
dc.date.accessioned 2017-09-13T06:28:40Z
dc.date.available 2017-09-13T06:28:40Z
dc.date.issued 2017
dc.identifier.citation International Journal of Sales, Retailing and Marketing Vol. 6 No. 2 2017 en_US
dc.identifier.uri http://ir-library.ku.ac.ke/handle/123456789/17792
dc.description Research paper en_US
dc.description.abstract To gain competitive advantage and retain their customers organisations need to take care of their prized assets which is their customers. This can only be achieved by efficient relationship management and service quality. This paper aims to study the effectiveness of service quality and relationship management on service delivery. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the effectiveness of service quality and customer relationship management (CRM) on service delivery. Findings – The results indicated that service quality has a positive influence on service delivery and relationship management enhances service delivery. Practical implications – The results found that service delivery aspects such as service processes, quality improvement, and value enhancing is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable service processes in order to enhance the relationship with customers, as well as enhance their service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices en_US
dc.language.iso en en_US
dc.subject Relationship management en_US
dc.subject Service quality en_US
dc.subject Service en_US
dc.title The effectiveness of relationship management and service quality on service delivery en_US
dc.type Article en_US


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