The Relationship Between Service Quality Management and Organization Performance of Shipping Agents in Kenya

Abstract

Service quality management has been known as a method to improve the organizational performance. Several organization types have implemented service quality management, i.e. manufacturing and service companies. Many studies have been done in this area exploring the effects of quality management on firm performance. Those researches varies in terms of organizational background, service quality management practices, performance measures, analysis tools used, and research models. The objectives of the study were to examine the extent of adoption of service quality management by shipping agents in Kenya and to analyse the relationship between service quality management and performance of shipping agents in Kenya. The study was carried out through a descriptive survey of 29 Shipping Agency Firms in Kenya. Questionnaires were used to collect primary data. Questionnaires were used to collect primary data. The collected data was analysed descriptive statistics while regression analysis technique was used to establish the relationship between the dependent and independent variables. The research findings were presented in tables and a pie chart. The findings indicated that Shipping Agents adopted Customer Focus as a major service quality management practices compared to other practices; top management support, employee management, process management, system process, continuous improvement, rewards and recognition. Further, the study depicted a statistically positive significant relationship between service quality management practices and performance of Shipping Agents in Kenya. The researcher recommends that Managers in the shipping industry should be sensitized on what service quality management practices are and its application on organization performance. The study was based on profitability as the measure of organization performance hence the researcher suggests that similar research be carried to conduct further review of quality management literature to identify additional factors that contribute to service quality management and organization performance.