Effect of service quality management practices on operational performance of petroleum distributing firms in Kenya

Citation:
Munyao SM, ODOCK SO, Rucha K. "Effect of service quality management practices on operational performance of petroleum distributing firms in Kenya." International Journal of Science Arts and Commerce. 2017;2(2):49-71.

Abstract:

The desire of any service organization is to deliver quality service that meets their customer expectations so as to remain profitable and in business. The service market has now become more competitive than ever before and meeting customer needs is a necessity. Petroleum distributing firms in Kenya are at a great task of perfecting their service delivery systems to ensure that their customers get quality product at the right time, right quantity and above all safely. Well managed service quality practices have the potential of transforming the operational performance of an organization. The objectives of the study were to determine the extent of adoption of service quality management practices by petroleum distributing firms in Kenya, the challenges they face in the implementation of these practices and the effect of these practices on the firms’ operational performance. The study was carried out through a descriptive survey of 32 petroleum distributing firms in Kenya. Drop and pick later questionnaires were used to collect primary data. The collected data was analyzed using the Statistical Package for Social Sciences (SPSS) and descriptive statistics like mean and standard deviation used to summarize the findings. The regression analysis technique was used to establish the relationship between the dependent and independent variables. The research findings were presented in tables. The findings indicated that petroleum distributing firms adopted various service quality management practices to a large extent. The findings also indicated that the firms were faced by various challenges in their endeavour to implement the service quality management practices. Further, the findings indicated that there existed generally a positive relationship between service quality management practices and operational performance. The main conclusion was that the adoption of service quality management practices by petroleum distributing firms was inevitable since it improved the operational performance of these firms. The researcher recommends that policy makers should ensure organizations embrace service quality management practices for improved productivity and better returns from their investments. The researcher concludes by suggesting that similar research to be carried out in other sectors of the economy other than petroleum industry.

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