FACTORS AFFECTING THE PERFORMANCE OF COURIER SERVICE INDUSTRY: A SURVEY OF COURIER COMPANIES IN KENYA

2017 ◽  
Vol 1 (1) ◽  
pp. 44
Author(s):  
Jacinta Wahu Nyaga
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Sampling Technique ◽  
Survey Study ◽  
Service Firms ◽  
Sampling Frame ◽  
Statistical Research ◽  
Individual Factor ◽  
Factors Affecting ◽  
Courier Service

Purpose: The study is an assessment of the factors affecting the performance of courier companies in Kenya.Methodology: A descriptive survey study design was used. The population of this study was 134 courier firms. The sampling frame consisting of 134 firms was obtained from the CCK website.  Stratified random sampling technique was used to select the sample. A sample of 68 firms was considered representative and they were selected by the use of the lottery method. The researcher opted for a questionnaire as a data collection tool. Data was analyzed by the use of descriptive statistics and specifically, means, frequencies and percentages. The analysis tools were simple tabulations and presentations using spreadsheets such as excel. The data was then presented using tables, charts and narratives.Results: The study findings indicate that the companies have invested heavily into the training of their employees. Thus having in place a properly trained workforce can be said to be a factor that has contributed to the success being experienced in the courier service sector. From the study it emerged that there was high motivation among employees in courier firms as evidenced by their attitude towards work itself and promotion factors. However, they were not very happy with the pay factor. It is important to note that it would have been against logical expectation if the findings on the pay issue were different. The courier service firms come out as having in place reliable and very good customer service. The companies take into considerations suggestion made by the customer and prospective customers into the designing of products and services.  ICT is another factor that attributes to the phenomenal growth of the courier service firms. Though the current state of infrastructure is bad, it seems to favor the growth of courier service firms. The courier firms have taken the challenge of poor infrastructure and turned it into an opportunity. In so doing, they have invested in motor bikes in order to beat the traffic jam challenge. This has enabled them to meet the demands of their clients increasing their popularity and hence more business.Unique contribution to theory, practice and policy: The study recommended that future statistical research taking into account regression and correlation analysis can be conducted on the effects of the noted factors on the various growth indicators such as market share, revenues and profits. Such a study would verify or repute the findings of this study. Future study can also be conducted on an individual factor identified in the conceptual framework of this study.

scholarly journals FACTORS AFFECTING THE PERFORMANCE OF COURIER SERVICE INDUSTRY: A SURVEY OF COURIER COMPANIES IN KENYA

2017 ◽  
Vol 1 (1) ◽  
pp. 44-60 ◽  
Author(s):  
Jacinta Wahu Nyaga
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Sampling Technique ◽  
Survey Study ◽  
Service Firms ◽  
Sampling Frame ◽  
Statistical Research ◽  
Individual Factor ◽  
Factors Affecting ◽  
Courier Service

Purpose: The study is an assessment of the factors affecting the performance of courier companies in Kenya.Methodology: A descriptive survey study design was used. The population of this study was 134 courier firms. The sampling frame consisting of 134 firms was obtained from the CCK website.  Stratified random sampling technique was used to select the sample. A sample of 68 firms was considered representative and they were selected by the use of the lottery method. The researcher opted for a questionnaire as a data collection tool. Data was analyzed by the use of descriptive statistics and specifically, means, frequencies and percentages. The analysis tools were simple tabulations and presentations using spreadsheets such as excel. The data was then presented using tables, charts and narratives.Results: The study findings indicate that the companies have invested heavily into the training of their employees. Thus having in place a properly trained workforce can be said to be a factor that has contributed to the success being experienced in the courier service sector. From the study it emerged that there was high motivation among employees in courier firms as evidenced by their attitude towards work itself and promotion factors. However, they were not very happy with the pay factor. It is important to note that it would have been against logical expectation if the findings on the pay issue were different. The courier service firms come out as having in place reliable and very good customer service. The companies take into considerations suggestion made by the customer and prospective customers into the designing of products and services.  ICT is another factor that attributes to the phenomenal growth of the courier service firms. Though the current state of infrastructure is bad, it seems to favor the growth of courier service firms. The courier firms have taken the challenge of poor infrastructure and turned it into an opportunity. In so doing, they have invested in motor bikes in order to beat the traffic jam challenge. This has enabled them to meet the demands of their clients increasing their popularity and hence more business.Unique contribution to theory, practice and policy: The study recommended that future statistical research taking into account regression and correlation analysis can be conducted on the effects of the noted factors on the various growth indicators such as market share, revenues and profits. Such a study would verify or repute the findings of this study. Future study can also be conducted on an individual factor identified in the conceptual framework of this study.

A RESOURCE-BASED VIEW OF NEW FIRM SURVIVAL: NEW PERSPECTIVES ON THE ROLE OF INDUSTRY AND EXIT ROUTE

2013 ◽  
Vol 18 (01) ◽  
pp. 1350002 ◽  
Author(s):  
SUSAN COLEMAN ◽  
CARMEN COTEI ◽  
JOSEPH FARHAT
Keyword(s):  
Service Sector ◽  
Life Experience ◽  
Firm Survival ◽  
Service Firms ◽  
New Firms ◽  
Resource Based View ◽  
Factors Affecting ◽  
Exit Route ◽  
New Firm ◽  
The Impact

This article explores factors affecting the survival and exit routes of new firms created in 2004 using data from the Kauffman Firm Survey. We draw upon the Resource-Based View to test several hypotheses regarding the impact of both tangible and intangible resources on new firm survival in both service and non-service firms. We also distinguish between two types of exit: closures (permanently stopped operations) and mergers or acquisitions. Our results reveal that, although service and non-service firms may differ in terms of industry structure, the fundamental resources that contribute to their survival are the same: education, work and life experience and adequate levels of startup financial capital. In spite of these similarities, our results did reveal industry differences in terms of exit. We found serial entrepreneurs in the service sector were more likely to exit through merger or acquisition. Conversely, intellectual property decreased the likelihood of exit through merger or acquisition for non-service firms. Thus, our findings revealed a link between human capital, industry and exit route for this sample of new firms.

scholarly journals A Theoretical Perspective of Contract and Contractual Customer-Supplier Relationship in the Mobile Phone Service Sector

2017 ◽  
Vol 12 (7) ◽  
pp. 201 ◽  
Author(s):  
Muhammad Turki Alshurideh
Keyword(s):  
Relationship Marketing ◽  
Customer Service ◽  
Service Sector ◽  
Theoretical Perspective ◽  
Customer Relationship ◽  
Mobile Service ◽  
Service Firms ◽  
Supplier Relationships ◽  
Contractual Relationship ◽  
The Relationship

Both contracts and contractual relationships as concepts have been rarely discussed from scholars’ perfectives in the Relationship Marketing (RM) branch of learning. Reviewing these concepts in the customer-service sector adds value because the majority of mobile service firms are losing their current contracted customers at a significant rate despite practicing different RM activities to retain active ones. Thus, this study introduces the concept of Contractual Customer Relationship Marketing (C-CRM) for the first time to the RM field of study and discusses how to employ Contractual Relationship Marketing (C-RM) especially in the use of contractual bonds to establish, maintain and extend customer-supplier relationships.This study targets various issues that are interrelated to the use of contracts to maintain and retain valuable customers in the mobile service sector. To explore these issues, this paper focuses on extending an understanding of contracts and their use in the contractual customer-supplier relationships. This requires an overview of the study’s topic in section one, with section two outlining the study’s importance. Section three provides an overview of the contract meaning and section four explaining the main benefits of using business contracts. Section five discusses the importance of using contracts for customer retention, then section six considers the contractual use in renewable situations, section seven reviews the relationship between contract use and customer switching, section eight explains how to employ contracts in prolonging customer-supplier relationships, and, finally, the concluding remarks are made in section nine.

scholarly journals Demographic Factors Affecting Teachers’ Job Satisfaction and Performance in Private Primary Schools in Yei Town, South Sudan

2017 ◽  
Vol 8 (1) ◽  
pp. 142
Author(s):  
Alyaha Daniel Felix Ohide ◽  
Rosemary Wahu Mbogo
Keyword(s):  
Job Satisfaction ◽  
Organizational Behavior ◽  
Private Schools ◽  
Primary Schools ◽  
South Sudan ◽  
Demographic Factors ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Survey Study ◽  
Factors Affecting

Job satisfaction is an important construct to the field of organizational behavior and the practice of human resource management. Schools are no exception to the list of organizations ensuring teachers’ job satisfaction therefore becomes inevitable if schools have to record good performances. This paper aims at examining some of the demographic factors affecting job satisfaction of teachers in private primary schools and their consequent performance. To attain this objective; the authors carried out a survey study in private schools in Yei town, South Sudan. Simple random sampling technique was used to select the respondents from ten private schools in the town. A total of 110 respondents were considered for the study constituting 10 head teachers and 100 teachers from each of the 10 schools. Questionnaires were used for data collection. Data was then analysed by the use of Statistical Package for Social Science (SPSS) version 12.0 and presented in frequencies and percentages. The factors identified included gender, age bracket, educational level, pay and length of service of teachers.  Based on the findings, it is apparent that certain demographic factors have a significant influence on the level of job satisfaction of teachers in private schools.

scholarly journals Multifactor Productivity of Smallholder Yam Farmers in Ebonyi State, Nigeria

Agricultura ◽  
2019 ◽  
Vol 16 (1-2) ◽  
pp. 19-25
Author(s):  
Kadurumba Chukwuemeka ◽  
◽  
Njoku Ignatius Anayo ◽  
Achi Ogechi ◽  
Keyword(s):  
Transportation Cost ◽  
Sampling Technique ◽  
The State ◽  
Farm Size ◽  
Individual Factor ◽  
Factors Affecting ◽  
Credit Access ◽  
Explanatory Variables ◽  
Multifactor Productivity ◽  
Pests And Diseases

The study analysed the multifactor productivity among smallholder yam farmers in Ebonyi South, Ebonyi North and Ebonyi Central Agricultural zones of the State. The specific objectives were to determine the socio-economic characteristics of the yam farmers in the study area, to analyse the multifactor productivity and scale of production among smallholder yam farmers, to determine the factors affecting multifactor productivity among smallholder yam farmers and identify constraints of increased yam production in the study area. Two-stage random sampling technique was used to select one hundred and twenty (120) yam farmers from areas of intense yam cultivation in the three zones. Cobb-Douglas production function was used to analyse individual factor productivity and scale of production in yam enterprise. The results revealed that coefficient of farm size, hired labour, household size and planting materials, would reduce multifactor productivity of yam farms by 8.6 %, 1.05 %, 2.2 % and 0.45 %, respectively. The results also showed that 10 % increase in age, income, credit access and experience would increase multifactor productivity of yam farms by 0.071 %, 0.133 %, 0.543 % and 0.139 %, respectively. The R2 values of 0.864 implies that about 86 % of variations in multifactor productivity in yam enterprises are explained by the explanatory variables in the model. The problems identified include inadequate land, finance, high transportation cost, hired labour, pests and diseases, bad infrastructure, network, inadequate storage facilities, etc. The results of the study expressed the need of active policies aimed at intensifying extension services, encouraging farm mechanization and provision of credits at subsidized rate in the state.

Co-creating value in post-communists contexts: capability perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maciej Mitrega ◽  
Vojtech Spacil ◽  
Gregor Pfajfar
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Service Industry ◽  
Point Of View ◽  
Organizational Capabilities ◽  
Institutional Setting ◽  
Service Firms ◽  
Open Market ◽  
Specific Context ◽  
Content Type

Purpose The purpose of this paper is to test what kind of value co-creation-related organizational capabilities may be applied in the specific context of the post-communist business-to-customer service industry in Poland and how these capabilities translate into service innovation success. Design/methodology/approach The research model with control variables was hypothesized in regard to the customer co-creation and specific institutional setting in post-communist Poland. The model was tested using survey data from Polish companies in the service sector. The variable indicators for customer co-creation capability were developed through a series of in-depth interviews with managers. Findings First, a service company’s organizational processes that leverage customer communication and enable this communication to be transformed as input into service innovations are distinct components that build complex customer co-creation dynamic capability. Second, customer co-creation capability by service firms positively and strongly influences firms’ innovation success, whereas this link is stronger in the cases of larger service companies. Originality/value This paper introduces the concept of “customer co-creation capability” and evaluates its implications in the specific context of Poland, a Central European market that transformed from a closed communist economy to an open, market-driven economy. A rich but dramatically changing history and culture present a unique opportunity to observe the changes in customer behavior, evaluated from the organizational point of view. For example, it presents how these unique customer features may be used by services companies to leverage their innovations.

scholarly journals Business strategy and performance in Indonesia’s service sector

2016 ◽  
Vol 10 (2) ◽  
pp. 164-182 ◽  
Author(s):  
Yuliansyah Yuliansyah ◽  
Hussain G. Rammal ◽  
Elizabeth Rose
Keyword(s):  
Customer Service ◽  
Financial Institutions ◽  
Business Strategy ◽  
Service Sector ◽  
Institutional Environment ◽  
Service Firms ◽  
Strategic Choices ◽  
Senior Managers ◽  
Content Type ◽  
And Performance

Purpose The relationship between strategic choices and performance in service firms in emerging markets has remained largely under-researched. This study aims to address this issue by studying the performance of financial institutions in the context of Indonesia’s political, institutional and socio-cultural environment. Design/methodology/approach Using institutional theory, the authors analyzed data collected using surveys and interviews with senior managers in Indonesian financial institutions. Findings The authors find that the regulative and normative elements have forced organizations to incorporate the values set by the external institutional bodies. The organizations have undertaken structural isomorphism in response to culture-cognitive elements, and differentiate themselves by focusing on the provision of quality customer service and enhanced customer satisfaction. Originality/value The authors provide new insights by studying how the political and institutional environment and choice of strategy influences performance of the services sector in emerging economies.

Successful replication of knowledge in the growth of service organizations: evidence from Spanish hotel chains

2020 ◽  
Vol 24 (9) ◽  
pp. 2217-2241
Author(s):  
Desiderio J. García-Almeida ◽  
Alicia Bolívar-Cruz
Keyword(s):  
Cultural Context ◽  
Service Sector ◽  
Two Dimensions ◽  
Quantitative Approach ◽  
Service Firms ◽  
Growth Strategies ◽  
Replication Process ◽  
Content Type ◽  
Factors Affecting ◽  
Hotel Chains

Purpose This paper aims to identify the main factors affecting the success of the knowledge replication process in service firms when new units/outlets are created or acquired. Design/methodology/approach The quantitative approach of the study is based on a survey to the first general managers of new hotels integrated in Spanish hotel chains that implement a strategy of knowledge replication. Findings Transfer experience in the region; compatibility between the underlying cultural context of the knowledge and the recipients’ culture; recipients’ absorptive capacity; source’s and recipients’ motivation; and lack of adaptation in the transfer routines are key factors that influence several aspects of knowledge replication success in service firms. Research limitations/implications From an academic point of view, this work identifies the determinants of success in replication processes. Moreover, two dimensions in knowledge replication success have been identified: a functional dimension and an economic one. Industry and survey limitations must be considered. Practical implications Organizations that face a growth process where they want to replicate their corporate knowledge should consider several aspects that seem to be determinants of success in those projects. Originality/value Despite the prevalence of replication-based growth strategies in the service sector, there is a lack of research analyses about this phenomenon in the academic literature. The empirical-based research on knowledge transfer and service firms’ growth is scarce and fragmented. This work provides an integrated view of factors affecting knowledge replication success in new organizational units from an empirical quantitative approach.

Factors Affecting Willingness To Accept Foreign Halal Foods By Urban Malaysian Malays

2019 ◽  
Vol 7 (1) ◽  
pp. 45
Author(s):  
Hasman Abdul Manan ◽  
Shahira Ariffin ◽  
Tengku Sharifeleani Ratul Maknu ◽  
Irwan Ibrahim ◽  
Harlina Suzana Jaafar
Keyword(s):  
Sampling Technique ◽  
Food Products ◽  
Willingness To Accept ◽  
Total Import ◽  
Factors Affecting ◽  
Subjective Knowledge ◽  
Muslim Countries ◽  
Global Brand ◽  
Halal Food ◽  
Knowledge And Attitude

The significant shifts in urbanites’ lifestyles have been the catalyst behind the increased in the consumption of foreign foods and beverages in Malaysia; particularly those made in western nations. Notably, Malaysia’s total import for food had risen significantly from RM26.7 billion in 2009 to RM42.6 billion and RM 45.4 billion, in 2014 and 2015 respectively. These days, urban Malaysian Malays are being inundated with various foreign Halal food products in local markets however, these can also leave them in a rather risky circumstance as the likelihood that some of these foreign food products are not suitable (i.e. Haram) for their consumptions, is relatively high. Halal food issues (namely those foods originated from non-Muslim countries) have created lots of anxieties within the Malaysian Malays’ society. Hence, this study aims to examine factors affecting willingness to accept foreign Halal foods by urban Malaysian Malays. Convenience sampling technique was used to obtain responses from 450 urban Malaysian Malays in designated areas within the Greater Kuala Lumpur/Klang Valley region. The results demonstrated urban Malaysian Malays willingness to accept foreign Halal foods were significantly affected by trust but displayed no relationships with subjective knowledge and attitude. Also, the insignificant attitude- willingness relationship signified the presence of the attitude-behavior gap. The study’s outcomes may perhaps offer new understandings on urban Malaysian Malay markets particularly for global brand owners and marketers.

Knowledge and Communication of the National Core Standards Tool

2018 ◽  
Vol 20 (2) ◽  
Author(s):  
Winnie Thembisile Maphumulo ◽  
Busisiwe Bhengu
Keyword(s):  
Pearson Correlation ◽  
Healthcare Delivery ◽  
Healthcare Providers ◽  
Sampling Technique ◽  
Quality Of Healthcare ◽  
Survey Study ◽  
Public Healthcare ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Professional Nurses

The National Department of Health in South Africa has introduced the National Core Standards (NCS) tool to improve the quality of healthcare delivery in all public healthcare institutions. Knowledge of the NCS tool is essential among healthcare providers. This study investigated the level of knowledge on NCS and how the NCS tool was communicated among professional nurses. This was a cross-sectional survey study. Purposive sampling technique was used to select hospitals that only offered tertiary services in KwaZulu-Natal. Six strata of departments were selected using simple stratified sampling. The population of professional nurses in the selected hospitals was 3 050. Systematic random sampling was used to recruit 543 participants. The collected data were analysed using SPSS version 25. The study showed that only 16 (3.7%) respondents had knowledge about NCS, using McDonald’s standard of learning outcome measured criteria regarding the NCS tool. The Pearson correlation coefficient between the communication and knowledge was r = 0.055. The results revealed that although the communication scores for the respondents were high their knowledge scores remained low. This study concluded that there is a lack of knowledge regarding the NCS tool and therefore healthcare institutions need to commit themselves to the training of professional nurses regarding the NCS tool. The findings suggest that healthcare institutions implement the allocation of incentives for nurses that attend the workshops for NCS.

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