EFFECT OF PHYSICAL DISTRIBUTION PRACTICES ON THE PERFORMANC OF KAPA OIL REFINERIES LIMITED, MOMBASA, KENYA
Abstract
This research Study aimed at investigating the effect of physical distribution on performance of Kapa oil refinery limited. The general objective of the study was to assess the effect of physical distribution on performance of Kapa oil refinery limited. The specific objectives were; to establish the effect of customer service on performance of Kapa oil refinery limited, to establish the effect of material handling on performance of Kapa oil refinery limited and to determine the effect of order processing on performance of Kapa oil refinery limited. To strengthen the theoretical review the researcher used contingency, resource based view and agency theories. The study used stratified random sampling technique to select respondents. A conceptual framework was used to illustrate a diagrammatic relationship between dependent and independent variables. The study used descriptive research design. The target population was 128 staff members of Kapa oil refinery limited in Mombasa County. The sample size was taken to be 96. A pilot study was carried out to refine the instrument. The quality and consistency of the survey was further assessed using Cronbach's alpha. Data analysis was performed on a computer using Statistical Package for Social Science (SPSS Version 22) for Windows. Analysis was done using regression and correlation. The study recommended that: Customer service should be experienced such that a customer would not forget thus enabling repeat customers. Material handling should be given priority in the organization to enable efficiency and smooth operation. Order processing should be automated to enhance a competitive edge and retain customers thus positively enhancing organizational performance.
Key Words: Customer Service, Material Handling, Order Processing, Organizational Performance
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DOI: http://dx.doi.org/10.61426/sjbcm.v5i2.769
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