Service Delivery Systems and Operational Performance of Supermarkets in Nairobi

Abstract

Service delivery systems provide high levels of the quality of service and generate value for organizations clients. Organizations are required to update their services delivery and ensure the implementation of the actual plan is successful. The objective of this study was to explore the relationship between service delivery systems and operational performance of supermarkets in Nairobi. The study employed a cross sectional descriptive research design and 43 supermarkets formed the population thus a census was considered since the population was small and finite. The study used a questionnaire to collect data. The questionnaires were self administered to the operations managers or equivalent of the 43 supermarkets in Nairobi County. The collected data was first summarized by use of descriptive statistics and regression analysis to realize the relationship between the variables, that is, the dependent and the independent using the SPSS. The results found that the relationship between facilities and layout, organizational practices and operational performance of supermarkets in Nairobi was negative and insignificant. The results also found that the relationship between technology and equipment, aggregate capacity planning, performance systems and operational performance of supermarkets in Nairobi was negative and significant. Further, the findings revealed that the relation between organizational policies and operational performance of supermarkets in Nairobi was positive and significant. The study concluded that technology and equipment, aggregate capacity planning, organizational policies and performance systems are the system delivery systems that influence the operational performance of supermarkets in Nairobi. The study recommended that the management of supermarkets in Nairobi should ensure they invest in up to date technologies and equipment, ensure proper allocation of task among employees and institute effective organizational polices and performance measurement systems