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dc.contributor.authorNjuguna, Reuben Kinyuru
dc.contributor.authorMirugi, Susan
dc.date.accessioned2017-09-13T06:28:40Z
dc.date.available2017-09-13T06:28:40Z
dc.date.issued2017
dc.identifier.citationInternational Journal of Sales, Retailing and Marketing Vol. 6 No. 2 2017en_US
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/17792
dc.descriptionResearch paperen_US
dc.description.abstractTo gain competitive advantage and retain their customers organisations need to take care of their prized assets which is their customers. This can only be achieved by efficient relationship management and service quality. This paper aims to study the effectiveness of service quality and relationship management on service delivery. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the effectiveness of service quality and customer relationship management (CRM) on service delivery. Findings – The results indicated that service quality has a positive influence on service delivery and relationship management enhances service delivery. Practical implications – The results found that service delivery aspects such as service processes, quality improvement, and value enhancing is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable service processes in order to enhance the relationship with customers, as well as enhance their service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practicesen_US
dc.language.isoenen_US
dc.subjectRelationship managementen_US
dc.subjectService qualityen_US
dc.subjectServiceen_US
dc.titleThe effectiveness of relationship management and service quality on service deliveryen_US
dc.typeArticleen_US


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