Influence of customer service system on retail shop productivity: a case of Safaricom limited shops, Uasin Gishu county, Kenya

Abstract

In the contemporary society Service systems are highly relied upon by many businesses probably because they are deemed to provide timely and sustainable services as well as increase the productivity of employees in any organization. This study sought to examine the influence of customer service system on retail shop productivity in Uasin Gishu County. Specifically, the study sought to establish the effects of training of employees, access to information, use of customer feedback and service tracking on retail shop productivity. The study targeted Safaricom Limited employees who comprised of; customer service agents, sales agents, data agents, Mpesa Champions and store operation agents as the main respondents basically drawn from the Uasin Gishu County Safaricom shops. The study used Krejcie and Morgan table (1970) to calculate the sample size. The sample size was found to be 205 respondents. The data from the tools was coded and entered into Statistical Package for Social Sciences. This computer aided software for research assisted the researcher to present the data. Open-ended questions were analyzed through reporting themes and quotas emerging. The data was analyzed and presented in frequency tables and graphs to present the findings of the study. The study findings included that training of employees is very critical in quality service delivery at all levels in an organization. It was also found out that access to information empowers employees to serve customers well. Safaricom Limited uses customer feedback and service tracking to manage their system hence improved retail shop productivity. The study recommends that organizations should design necessary training programmes based on the research on which areas cause service failures; installations that are meant to track services should be done carefully so as not to be seen as to infringe the privacy of employees and accessibility to information needs to be grouped into levels so as to ensure the most crucial information can only be accessed by the top management so as to ensure no kind of misuse can occur.