Queuing Management Practices and Customer Satisfaction Among Mobile Phone Customer Care Centers in Nairobi
Abstract
The aim of this study was to determine the relationship between queuing management
practices and customer satisfaction at the customer care centers for the mobile phone
providers in Nairobi, and to establish the principles used to manage queues in these
customer care centers. In order to satisfy the objectives, a survey was conducted in all the
four mobile service providers in Nairobi. The research instrument used was Stata and
descriptive statistics was used by way of percentages and frequency distributions to
analyze data. The findings revealed that some mobile phone providers have implemented
queuing management practices. However it was evident that others have not paid much
attention to the queue management practices. It was also established that the major
challenges to implementing these queue management practices were lack of knowledge
and rigidity from prestige customers. The results indicated that the principles mostly used
to manage queues in all the mobile service providers were floor management and the use
of mobile staff. The study therefore recommends that all mobile service providers in
Nairobi should endeavor to fully understand the queue management practices to be able
to drive them to a more competitive edge. They should also ensure to be consistent to use
the principles that will not only reduce the customers wait time but also increase the
customer’s level of satisfaction.
Citation
Degree of Masters of Business AdministrationPublisher
University of Nairobi School of Business
Description
A research project submitted in partial fulfillment of the
requirements for the award of the degree of master of
business administration, school of business, university of
Nairobi