Lead time management and customer satisfaction in the telecommunication industry in Kenya

Abstract

The main purpose of this study was to analyze the good lead time management of telecommunications companies in Kenya. The study adopted a cross section survey design. The target population was 59 companies located in Kenyan cities. The sample size was 4 mobile servers and 55 internet providers‘ human resource managers in the companies. Thirty nine human resource officers responded to the questionnaire. The study found out that the companies offered multiservice networking, telecommunications, security solutions, ICT consultancy, managed infrastructure, project implementation, enterprise systems, business management, software and satellite and other products/services. The study concluded that the companies good lead time management that is having multiple suppliers of various products and services, trying as much as possible to reduce variability, always having a smooth workflow in the organization, having proper queue control to avoid delays, expediting some processes to avoid delays, using multi modal transportation to avoid delays and offering warranty of the products/services for at least 12 months significantly affects customer satisfaction positively. These are the relationships that had a strong negative effect on customer satisfaction; Number of complaints, Repeat customers, Returned goods, Warranty claims, Customer feedback and After sale service.