Influence of reactive maintenance at retail outlets on sales volumes: a case of Total Kenya Ltd

Abstract

The main purpose of this study was to examine how reactive maintenance influences the sales volume at the Total Kenya limited retail outlets. The objectives were to find how response to reported breakdown, frequency of breakdown on particular equipment, nature of repair and quality of contracted contractors in various regions affect sales volume.

The study adopted a case study of Total Kenya limited and the target population of 164 retail outlets managers and dealers. The sample size of 65 retail outlets managers and dealers and two equipment contracted companies were drawn from the target population of 165 retail outlets managers and dealers. Out of the targeted 65 respondents, 55 responded while 10 were unable to return back the questionnaires. Both the two contractors responded. Primary and secondary data using questionnaires and equipment maintenance software reports respectively were used. Descriptive tables, regression analysis and correlation coefficients were used to analyse the data.

The study established that longer response time lead to low sales volume while generators and compressors frequency of breakdown did not have as much effect as pumps which showed significant reduction in volume with high breakdown reports. Areas with technicians with higher qualification and experience registered lower frequency of reported breakdowns hence better sales volume. Correlation coefficients showed strong positive correlation between the parameter testing reactive maintenance and sales volume.