The impact of Logistical Support and the Performance of Customer Service in Hormud Telecom Somalia.

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Date
2011-08
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Kampala International University, College of Economics and Management Sciences
Abstract
The study examined logistical support and the performance of customer service staff of Horrnud Telecom Somalia. While the Hertel standard for customer care is effective response to customer complaints within 30 hours, there seemed to be customer service staff felt about the logistics support that were provided for their work. The literature review, the key concept of logistics management and customer service were defined and explained. The components of logistics support were also defined. Customer service was defined from the prospective of internal and external customer, the relationship support and the performance for service staff was described in terms of facilities the capacity of the staff output as well as motivating in their perfonnance. The research design was the case study of Mogadishu Hormud Telecom Somalia for telecom redistribution service. Self administered questionnaire and the review written documents were the data collection methods used in the study. Both qualitative and quantitative data was collected and analyzed. Most of the data was presented in form of tables and some was presented in fonn of charts. The study population was the staff of Hertel and the target population was telecommunication distribution_ staff. The study revealed the logistical support had a strong impact on the performance of customer service staff. Problems related to logistical support had an adverse effect on the perfotmance of customer staff in terms of both their output/productivity and motivation. Some of the key items of logistical supports seemed inadequate for effective customer service. Efficiency of the use of available support seemed too high because they rarely remained ideal. Lack of logistical support reduced staff morale and productivity and caused them to abandon work until they got a solution from their supervisors. A number of measures were recommended and suggested to reduce bottlenecks in logistical support and there by improve the performance of water distribution staff.
Description
A research proposal submitted in Partial Fulfillment of the Requirement for the Award of the Degree of Bachelor of Supply and Procurement of Kampala International University.
Keywords
Performance, Customer Service, Logistical Support, Hormud Telecom Somalia
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