ASSESSMENT OF SERVICE DELIVERY PRACTICE: IN THE CASE OF LAVISTA GENERAL TRADING (LGT) PRIVATE LIMITED COMPANY

Abstract

Delivering excellent customer service is a winning strategy which results in more new customers, more business with existing customers, high customer retention and lower customer attrition. The objective of this study was to assess service delivery practice in LGT. The sampling approach in this study was non probability sampling method and the populations were 230 LGT customers who use the company services as receiver. Data were collect using questionnaires which were designed for customers. The study used descriptive research type with non-probability sampling technique specifically convenience sampling technique. There is general perception that LGT do not deliver quality customer service and this is a worrying situation that needs investigation and hence the need for a research works such as this. The findings showed that generally overall satisfaction of customers with the quality of service delivered by LGT was low. According to this research finding, the majority of customers are dissatisfied with the service delivery process of LGT. Thus, the company has to pay attention to understand their customers’ preferences to survive in a competitive environment. This study recommends that, Management should improve employee’s incentives policies regarding training programs, particularly on customer service training from time to time and not only at the time when the employees join the organization. Management should conduct more training on customer service and the management should improve complaint handling procedures