Sources of conflict and conflict resolution strategies between distributors and retailers (case of dry cell industry in Nairobi)
Abstract
This report presents the findings of sources of conflict between the distributors and the retailers
in the dry cell industry in Nairobi. It's set to achieve three objectives; firstly it is supposed to
identify the sources of conflict and their extent and thirdly it is supposed to suggest ways of
resolving these conflicts.
EBKL represented the dry cell industry because it's the only dry cell Company with any
distribution system. The research used a sample of 36 mini-supermarkets as the respondent out
of a total of 192 mini-supermarkets in Nairobi. A response rate of 94% was achieved.
Five sources of conflicts were identified and their extent identified. An average of 37% of the
respondents felt that lack of volume discount was the greatest cause of conflict. This is the
conflict that was voted by the highest number of respondents.
Generally the retailers are somewhat satisfied with the services of EBKL distributors. In fact
most of them prefers collaboration strategy to any other in settling their complaints with the
distributors. It was also established that meeting with the distributors helped to find a middle
ground where each of the members benefited.
Finally the researcher identified areas of further research such as doing a study where the sample
size is drawn form all over Kenya. This research could also be done in other industries because each of them has unique problems.
Publisher
School of Business, University of Nairobi
Description
Masters of Business Administration