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Title: Evaluating the Effectiveness of Customer Service Practises Employed by TM Lobengula Supermarket.N
Authors: Nkomo, Ntombiyenkosi
Keywords: customer service practises
TM Supermarket
Issue Date: Apr-2017
Publisher: Lupane State University
Abstract: The purpose of the study was to evaluate the effectiveness of the customer service practises employed by TM Supermarket. The study was carried out at TM Lobengula Supermarket. Research finding on the effectiveness of customer service practises at TM Lobengula were presented. The study aimed at evaluating the customer service practises and how they impact on company profitability, market share and how the practises are carried out to make the organisation competitive in the industry. The study revealed that most authors agreed that customer service helps the organisation to gain customer loyalty, increase market share, increase in profits and gain competitive advantage. The researcher used qualitative research methodology. A target population of 60 employees and management at TM Lobengula was examined.50% of the target population was sampled which is 30 respondents and 27 respondents were used to collect data, and 90% response rate was achieved. 30 questionnaires were distributed and 27were returned, the interviews were conducted. The researcher used stratified sampling, simple random sampling and judgemental sampling techniques. Secondary and primary sources of data were used. Data gathered was analysed and presented in graphs and pie charts. It was evident that customer service is practised at TM Lobengula though the company is still failing to satisfy its customers. The study revealed that TM Lobengula is facing challenges as the retail industry is competitive, and for the company to still stand in the industry it has to practise good customer service so as to gain customer loyalty. The research then concluded that employee customer service training, considering customers’ complaints and suggestion, promise fulfilment as well as customer follow ups have a positive effect on customer loyalty. From the conclusions made, the research recommends that TM Lobengula should train its employees on customer service regularly, training, introduce the customer service department, effective customer service delivery, react before customers’ realise anything is wrong and make sure that management encourage the expression of positive emotions in every service encounter. The research also recommends that management should adopt the concept of regular follow ups so as to get feedback from customers about their service encounter and the educational qualifications so that the employees would be able to cope with the changing environment.
Appears in Collections:Department of Business Management

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