Effects of Network Outlets and Fleet Policy on the Customer Service Delivery of Courier Services of Postal Corporation of Kenya
Keywords:
Network Outlets, Fleet Policy, Customer Service, Delivery of Courier Services and Postal Corporation of Kenya.Abstract
Businesses establish reputations for themselves based upon how well they treat their customers over time. It is critical for mail and courier business organizations to have efficient and effective transport service in order to achieve excellent performance and hence attain their overall business objectives of economic, financial viability, improved quality of service, product diversification, increased Postal volumes and revenue generation. The main objective of the study was to investigate the effects of network outlets and fleet policy on the customer service delivery of courier services of Postal Corporation of Kenya. A case study of Postal Corporation of Kenya was adopted where the target population was 300 employees. A sample study of 169 respondents was selected from the total target population. The study was grounded Servqual Model Theory. The researcher used questionnaires to collect data from employees in management level, the operation, fleet and logistic staff. The collected data was edited, coded and entered for analysis using the computer statistical package tool SPSS. Data was analyzed using both descriptive statistic and inferential statistics. Descriptive statistics was applied in analyzing general data and inferential was used to analyze the relationship of the variables. Analyzed data was presented in tables, graphs and charts for clarity. The study found that network outlets had positive and significant effect on customer service delivery of courier services of Postal Corporation of Kenya; fleet policy also had positive and significant effect on customer service delivery of courier services of Postal Corporation of Kenya. The study recommended network outlet improvement on technology for efficient delivery and increment should be a major target for the leadership of the corporation. The study also recommends that Postal Corporation of Kenya should have elaborate, detailed and well understood fleet policy procedures to improve performance. Better procedures improve service delivery which aid in minimizing the cost of corporation. Real-time fleet management should be implemented to reduce the need for human supervisors for fleet management, improves service and increases courier effects.
Keywords: Network Outlets, Fleet Policy, Customer Service, Delivery of Courier Services and Postal Corporation of Kenya.
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