INFLUENCE OF CUSTOMER CARE ON GROWTH OF THIRD PARTY LOGISTIC COMPANIES IN KENYA: A CASE OF FREIGHT IN TIME KENYA
Abstract
The aim of this study was to examine the influence of customer care on growth of third party logistics companies in Kenya. The specific objectives of this study were; to establish the influence of product tracking services on growth of third party logistics companies in Kenya; to assess the influence of warehousing management on growth of third party logistics companies in Kenya; to examine influence of transportation management on growth of third party logistics companies in Kenya; to assess the influence of service quality on growth of third party logistics companies in Kenya. This study adopted a descriptive survey. The target population of the study was 67 staff of the Freight Time in Kenya. The study established that independent variables influenced dependent variable. According to the model summary, the coefficient of the data showed that the high R square was 0.640. It showed that the independent variables in the study were able to explain 64.00% variation in the growth of third party logistic companies while the remaining 36.00% was explained by the variables or other aspects outside the model. This implied that these variables were very significant and they therefore needed to be considered in any effort to boost growth of third party logistic companies. Based on the study findings, the study concluded that growth of third party logistic companies was affected by product tracking services, service quality, transport management and warehousing management as the major factors that mostly affected growth of third party logistic companies in Kenya. Further, the study recommends that third logistics companies in Kenya should consider the capability of providing timely and accurate services as this would enable companies to improve service quality. Hence, service quality could make companies differentiate themselves from the others and gain competitive advantage and thus improve their overall growth.
Key Terms: Product Tracking, Warehousing Management, Transportation Management, Service Quality
Full Text:
PDFReferences
Achola, V. O. (2012). The role of logistics outsourcing in leveraging operational competitiveness among Blue Chip Companies in Kenya (Doctoral dissertation, University of Nairobi, Kenya)
Argyres, N. , & Mayer, K. J. (2007). Contract design as a firm capability: An integration of learning and transaction cost perspectives. Academy of Management Review, 32(4), 1060-1077.
Kothari, C. R. (2004). Research methodology: Methods and techniques. New Age International.
O'Connor, P., & Kleyner, A. (2011). Practical reliability engineering. John Wiley & Sons.
Blyth, M., Hodgson, G. M., Lewis, O., &Steinmo, S. (2011). Introduction to the Special Issue on the Evolution of Institutions. Journal of institutional economics, 7(03), 299-315
Bolumole,Y.A.,Grawe,S.J., & Daugherty, P. J. (2016). Customer Service Responsiveness in Logistics Outsourcing Contracts: The Influence of Job Autonomy and Role Clarity among On-site Representatives. Transportation Journal, 55(2), 124-148.
Busi, M., &Bititci, U. S. (2006). Collaborative performance management: present gaps and future research. International Journal of Productivity and Performance Management, 55(1), 7-25.
Drucker, P. F. (2007). Management challenges for the 21st century. Routledge.
Ernst, H., Hoyer, W. D., Krafft, M., & Krieger, K. (2011). Customer relationship management and company performance—the mediating role of new product performance. Journal of the Academy of Marketing Science,39(2), 290-306.
Espino‐Rodríguez, T. F., & Padrón‐Robaina, V. (2006). A review of outsourcing from the resource‐based view of the firm. International Journal of Management Reviews, 8(1), 49-70.
Farquhar, J. D., & Rowley, J. (2009). Convenience: a services perspective.Marketing Theory, 9(4), 425-438.
Frémont, A. (2009). Empirical evidence for integration and disintegration of maritime shipping, port and logistics activities.
Hassan, I. A. Y. (2013). Customer service and organizational growth of service enterprise in Somalia
Jayaram, J., & Tan, K. C. (2010). Supply chain integration with third-party logistics providers. International Journal of Production Economics, 125(2), 262-271.
Kandampully, J. (1998). Service quality to service loyalty: A relationship which goes beyond customer services. Total quality management, 9(6), 431-443.
Kotler, P., Shalowitz, J., & Stevens, R. J. (2011). Strategic marketing for health care organizations: building a customer-driven health system. John Wiley & Sons.
Makau, L. K. (2013). Customer service recovery processes: A case study of Kenya Commercial Bank (KCB) Group (Doctoral dissertation).
Maklan, S., Knox, S., &Peppard, J. (2011). Why CRM Failsand How to Fix It. MIT Sloan Management Review, 52(4), 77.
Martin, J. A., & Eisenhardt, K. M. (2010). Rewiring: Cross-business-unit collaborations in multibusiness organizations. Academy of Management Journal, 53(2), 265-301.
Min, H., &Ko, H. J. (2008). The dynamic design of a reverse logistics network from the perspective of third-party logistics service providers.International Journal of Production Economics, 113(1), 176-192.
Mukolwe, G. A., &Wanyoike, D. M. (2015). An Assessment of the Effect of Logistics Management Practices on Operational Efficiency at Mumias Sugar Company Limited, Kenya. International Journal of Economics, Commerce and Management.
Mwangangi, P. W. (2016). Influence of logistics management on performance of manufacturing firms in Kenya (Doctoral dissertation, COHred, supply chain managent, JKuat).
Mwanzia, M. (2014). Determinants Influencing Strategic Performance Of Indigenous Third Party Logistic Businesses In Transport Sector In Kenya. Strategic Journal of Business & Change Management, 1(2).
Njambi, E., &Katuse, P. (2013). Third party logistics in distribution efficiency delivery for competitive advantage in fast moving consumer goods companies in Kenya.
Nyaberi, J. N., &Mwangangi, P. (2014). Effects of logistics management practices on organization performance in Kenya: A case of Rift Valley Bottlers Limited in Uasingishu County. International Journal of Social Sciences and Entrepreneurship, 1(12), 458-473.
Nordas, H., Pinali, E., & Grosso, M. G. (2006). Logistics and time as a trade barrier (No. 35). OECD Trade Policy Working Paper.
Oloruntoba, R., & Gray, R. (2009). Customer service in emergency relief chains. International Journal of Physical Distribution & Logistics Management, 39(6), 486-505.
Owano, L. E., (2013), the emergence of Third Party Logistic companies logistics management in Kenya: European Journal of Purchasing and Supply Management, 27-35.
Rushton, A. (2007). International logistics and supply chain outsourcing: from local to global.
Saliba, M. (2013), Evaluation of the implementation of public sector supply Chain management and challenges: A case study of the central district municipality, West province, South Africa; African Journal of Business Management, 2 (12), 230-242
Scrioşteanu, A., &Popescu, D.(2012). Customer Service-The Important Goal of Logistics Annals of the University of Craiova, Economic Sciences Series, 1
Sohal, A. S., & Rahman, S. (2013). Use of third party logistics services: an Asia-Pacific perspective. In Handbook of Global Logistics (pp. 45-67). Springer New York.
Tilokavichai, V., Sophatsathit, P & Chandrachai, A. Establishing Customer Service and Logistics Management Relationship under Uncertainty
Van Riel, A. C., Calabretta, G., Driessen, P. H., Hillebrand, B., Humphreys, A., Krafft, M., & Beckers, S. F. (2013). Consumer perceptions of service constellations: implications for service innovation. Journal of Service Management, 24(3), 314-329.
Wang, P., & Gong, M. (2014). How Third Party Logistics providers manage relationship with customers—a multiple case study.
Wanjiru, N. A. (2013). Challenges Of Import Logistics Outsourcing By Manufacturing Firms In Nairobi (Doctoral dissertation, University of Nairobi
DOI: http://dx.doi.org/10.61426/sjbcm.v4i4.607
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.
PAST ISSUES:
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.