Abstract
The study was focusing on the effectiveness of using (SMS) instalment platform as a way of meeting customer satisfaction at Edgars stores Ltd in Zimbabwe. The main objective of the research was to measure the effectiveness of SMS installment platform on customer satisfaction. Causal research design was employed and a simple random sampling technique was used in selecting the respondents. Questionnaires were used to gather data from a sample size of 357 consisting of 342 customers and 15 staff members of Edgars’ stores Ltd. The data collected was analyzed through the use of SPSS version 20 in order to determine the strength of the relationship and the moderating effect. The data findings were presented in form of tables. The research findings from the hypothesis tests explored that there is a strong significant and positive relationship between SMS installment platform service and customer satisfaction. The study recommended the company to use SMS platform for other promotion activities like sending bonus vouchers, news release and advertisements. This will encourage more customers to shop hence improved market share. The SMS platform can also be used to give after sales services and other personalized information and birthday wishes. All these will increase customer satisfaction.
Highlights
Edgars Stores Limited is a limited company incorporated and domiciled in Zimbabwe whose shares are publicly traded
This study fully accepted the hypothesis (H1) of the study which states that that there is positive relationship between Short Message Service (SMS) instalment service and customer satisfaction since the results shown that change in R square is 53% and statistically significant as shown by p=0.005
The causal research design was used in this study to unveil what (SMS) Edgars instalment platform effectiveness causes on customer satisfaction
Summary
Edgars Stores Limited is a limited company incorporated and domiciled in Zimbabwe whose shares are publicly traded. The company aims at supplying its customers with value for money by providing quality merchandise for the family at competitive prices. It has as well devised a method of alerting customers on the due installment every month. Competition is coming from informal sectors dealers who sell secondhand clothes at lower prices This has increased the competition in the industry. The number of active accounts has dropped to low levels by 109 186 from 203 728 that is 46.41% between 2014 and 2015 (The Edgars Club Magazine, 2016) To withstand this pressure the company has intensified its efforts on customer retention through customer satisfaction. After-sales service is commonly acknowledged as a potential source of revenue, profit and competitive advantage in most manufacturing industries
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
