Operations Scheduling and Service Quality Among Errand Service Providers in Kenya
Abstract
This research put efforts to establish the influence that operation scheduling has on the
quality of service of errand providers in Kenya. To accomplish this, data was collected
from a representative sample of institutions within the country from whole population
and administering questions to collect data on how the errand service business is carried
out, the effects of the different operations scheduling activities and the extent they
perceive different aspects covering the study. Data collected was analyzed using SPSS
software and the results interpreted. From the study it was found that operation
scheduling has a positive impact on the services in ensuring effectiveness and efficiency
is achieved. The operation scheduling methods engaged helped in reducing time spent in
offering these services, cutting operational costs and meeting the client's demands
effectively. This helped businesses capture their loyalty as a long term benefit to the
organization.
In conclusion; operations scheduling has a positive impact on service quality among
errand service providers. Adoption of operations scheduling would result in customer
satisfaction hence creating brand loyalty with clients. The study recommends that since
operation scheduling has an impact on the services offered by errand service businesses,
operation managers should engage the use of operation research techniques such as Gantt
charts, Northwest corridor rule and Vogel's models in solving the transport problems.
Citation
Master of Business AdministrationPublisher
University of Nairobi