Capacity Management and Service Quality in Petroleum Filling Outlets in Nairobi
Muthoka, Boniface Mwangangi
MetadataShow full item record
The study sought to establish capacity management used by petroleum filling outlets (quick shop, car wash, restaurant, service bay) in Nairobi County. The study targeted the petroleum filling outlets based on 6 major roads leading into/out of Nairobi, ie: Waiyaki Way, Uhuru Highway, Langata Road, Jogoo Road, Limuru Road (UN offices) and Mombasa Road. Applying phenomenological approach, the researcher gathered deep information and perceptions through inductive, qualitative methods (interviews, discussions, participant observation). Both descriptive and inferential statistical analysis were used to attain the objectives of the study. The researcher applied judgmental procedure to select 90 representatives from the targeted filling outlets. Findings of the study revealed that petroleum filling outlets shares capacity with other oil marketers like storage facility. Further findings showed that normal/expected service was not available or was slow due to inevitable system failures. The study also showed that the filling outlets practiced variable shifts or scheduled working hours. Chi square results indicated a significant association between capacity management and service quality among petroleum filling outlets in Nairobi. Pearson’s Correlation on capacity management and service quality indicated that capacity management and service quality have a positive linear correlation. The study benefits operations managers of the petrol filling outlets as it provides an insight about how capacity management practices they adopt affect their service quality. The discoveries of this examination benefits oil filling outlets in Kenya in overseeing request as indicated by business needs, with the goal that specific basic procedures dependably have enough ability to run viably. Writing audit of this examination has uncovered that the assets accessible to the association, for instance; offices, hardware, and work, how they are sorted out, and their productivity as dictated by particular work techniques and methods decide limit administration (Capacity management).
RightsAttribution-NonCommercial-NoDerivs 3.0 United States
The following license files are associated with this item: