The challenges faced by international courier service provision at document handling limited Kenya (DHL), Kenya limited

Abstract

The purpose of this study was to determine the challenges faced by international courier service provision at Document handling limited Kenya. The research adopted descriptive survey study and an interview guide were used to collect data. The study findings indicated that DHL has invested heavily in the training of the employees. Training programs undertaken by DHL ensure that the management are proficient in the assigned duties and exhibit high level of professionalism. From the study and analysis of data collected, the outcome of staff motivation is high at DHL. This can be attributed to the promotional factors that the organization has put in place. However, the pay issues were not openly discussed. Service delivery is regarded as a critical success factor in the organization and the various aspects of customer service are paramount to DHL‟s prosperity. ICT is also another factor that has contributed to the growth at DHL. The firm has taken advantage of ICT advancement and has used it to add value to their services and products. In addition, it has increased efficiency in staff performance. The study suggests that future statistical research on the stated research topic should take into consideration the regression and correlation analysis. This can be conducted on the effects of the noted factors on the various growth indicators such as market share profits and revenues. Other factors that can be taken into consideration include: Global competition and transportation. Some of the recommendations suggested from the research study is that, on the technological front, courier services need to be watchful on the turn of events to ensure they are not made obsolete to rapid technological advancement