Operations Scheduling and Service Quality Among Errand Service Providers in Kenya

Abstract

This research put efforts to establish the influence that operation scheduling has on the quality of service of errand providers in Kenya. To accomplish this, data was collected from a representative sample of institutions within the country from whole population and administering questions to collect data on how the errand service business is carried out, the effects of the different operations scheduling activities and the extent they perceive different aspects covering the study. Data collected was analyzed using SPSS software and the results interpreted. From the study it was found that operation scheduling has a positive impact on the services in ensuring effectiveness and efficiency is achieved. The operation scheduling methods engaged helped in reducing time spent in offering these services, cutting operational costs and meeting the client's demands effectively. This helped businesses capture their loyalty as a long term benefit to the organization. In conclusion; operations scheduling has a positive impact on service quality among errand service providers. Adoption of operations scheduling would result in customer satisfaction hence creating brand loyalty with clients. The study recommends that since operation scheduling has an impact on the services offered by errand service businesses, operation managers should engage the use of operation research techniques such as Gantt charts, Northwest corridor rule and Vogel's models in solving the transport problems.