Papers by Marvin Rwankole
Customer service is the gist of any Organization; it helps organizations widen their customer bas... more Customer service is the gist of any Organization; it helps organizations widen their customer bases as well as attain customer loyalty from the already existing customers. According to Kotler, (1998), customer satisfaction depends on the extent to which customer expectations about the services are fulfilled and therefore these expectations are not static. Therefore good customer service entails keeping the promise made to the customer and ensuring minimal customer disappointments in provision of services offered. Therefore, it is upon this basis that the research was taken
The purpose of this study was to establish the relationship between customer service and purchasing decisions, the extent to which these decisions are affected and determined by good customer services.
The research design used was descriptive which was taken to ascertain and be able to describe the characteristics of variables in the situation an analytical based qualitative and quantitave data both from primary and secondary sources
Findings showed that there is a strong positive relationship between customer service and purchasing decision at Pearson correlation coefficient r= 0.98, implying that, customer service affects purchasing decision by 98% and 2% by other factors.
The researcher recommends the company to train their employees especially the customer service department on how to handle and ensure quick response to customer complaints.
The company should also try to place as many poles in the remote areas such as the villages such that there is better signal strength and network.
They should also try to use techniques such as trial periods and small gifts which will encourage customer interactions and these interactions may increase trust towards the service provider. These methods are referred to as customer facing technologies (Jarvenpa, et al, 2006).
Drafts by Marvin Rwankole
Securing the commitment of employees to their organization is in some respects the “holy grail” o... more Securing the commitment of employees to their organization is in some respects the “holy grail” of human resource management (HRM), at least in its “softer” guises (Guest, 1987; Storey, 1992). This may be pursued in a number of ways, including through team-working techniques, performance appraisals oriented to employee development, highly developed bi-lateral communication processes, employee stock ownership, a commitment to employment security ,and forms of union-management “partnership”(Walton,1985). The underlying principle is often mutuality–in terms of goals, influence, respect, responsibility, rewards–with the desired outcome of Better employee development and performance (Walton, 1985). In this view, workers who feel that the organization is committed to them are likely to have a positive perception of HRM practices and hence be committed to the organization (Eisenberger et al., 1990; Meyer and Smith, 2000).
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Papers by Marvin Rwankole
The purpose of this study was to establish the relationship between customer service and purchasing decisions, the extent to which these decisions are affected and determined by good customer services.
The research design used was descriptive which was taken to ascertain and be able to describe the characteristics of variables in the situation an analytical based qualitative and quantitave data both from primary and secondary sources
Findings showed that there is a strong positive relationship between customer service and purchasing decision at Pearson correlation coefficient r= 0.98, implying that, customer service affects purchasing decision by 98% and 2% by other factors.
The researcher recommends the company to train their employees especially the customer service department on how to handle and ensure quick response to customer complaints.
The company should also try to place as many poles in the remote areas such as the villages such that there is better signal strength and network.
They should also try to use techniques such as trial periods and small gifts which will encourage customer interactions and these interactions may increase trust towards the service provider. These methods are referred to as customer facing technologies (Jarvenpa, et al, 2006).
Drafts by Marvin Rwankole
The purpose of this study was to establish the relationship between customer service and purchasing decisions, the extent to which these decisions are affected and determined by good customer services.
The research design used was descriptive which was taken to ascertain and be able to describe the characteristics of variables in the situation an analytical based qualitative and quantitave data both from primary and secondary sources
Findings showed that there is a strong positive relationship between customer service and purchasing decision at Pearson correlation coefficient r= 0.98, implying that, customer service affects purchasing decision by 98% and 2% by other factors.
The researcher recommends the company to train their employees especially the customer service department on how to handle and ensure quick response to customer complaints.
The company should also try to place as many poles in the remote areas such as the villages such that there is better signal strength and network.
They should also try to use techniques such as trial periods and small gifts which will encourage customer interactions and these interactions may increase trust towards the service provider. These methods are referred to as customer facing technologies (Jarvenpa, et al, 2006).