assessment of factors affecting quality customer care in the Telkom Industry - A survey of Telkom Kenya

Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: B, - (Jomo kenyatta university of Agriculture and Technology), course: masters of business administration - Commerce and Economic, language: English, comment: ABSTRACT The purpose of the study was to examine factors affecting quality customer care service in Telkom Kenya: a case study of Telkom Kenya, specific objectives are to determine how staff training, to establish how accessible centres, to find out how policies and guideline, to examine how agility supply chain of goods and service affect quality customer care services in the Telkom Kenya. It comes with indepentant variables such as customers care training, accessible centres, development of proper customer care policies and guideline, agility supply chain management of products and services , abstract: ABSTRACTThe purpose of the study was to examine factors affects quality customer care service in Telkom Kenya: a case study of Telkom Kenya, specific objectives are to determine how staff training, to establish how accessible centres, to find out how policies and guideline, to examine how agility supply chain of goods and service affect quality customer care services in the Telkom Kenya. It comes with indepentant variables such as customer care training, accessible centres, development of proper customer care policies and guideline, agility supply chain of products and services.The problem statement Telkom Kenya lost most of their customers to their competitors mainly due to poor customer service provision by the organisation, staff not having match needed customer care skills and trained customer care knowledge, lack of proper organisation customer care policies and guidance, poor agility supply chain management of its core products and services hence poor supply chain and timeless supply operation, also lack of strategic business customer care location on a decentralized business system for easy accessibility by its clients. Out of these Telkom Kenya has lose its market share to its competitors like Safaricom , Zain and reduce its organisational performance and poor end customer satisfaction in the market hence narrow its margins and lose of customers.The scope of the study focused on Telkom Kenya, Head Office, Park side Towers along Mombasa Road in Nairobi. The target population will include the management, employees and the customers. The focus was on a selected sample of customers and employees seeking their opinion and views on the issues that influence quality service. The research design used in this study was quantitative. The sample size chosen was 9.5% of the population. The design was appropriate because the problem was specific and well defined with homogenous strata. Data collection was done using a structured questionnaire and analyses with the help the computer program called statistical package for social scientists (SPSS ver.17).The limitation of the study were sampled population were unwilling to provide most relevant information to the researcher, the study utilized some of the qualitative data whose quality and originality cannot be ascertained .lastly the shortage of literature in the field of quality customer care was mitigated upon through increased study time and visits to public libraries. and state universities.