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Efficiency of Knowledge Inflow Structures: The Mediation Effect of Task Environment Analysis

Author

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  • Anne Wairimu Mwangi

    (Department of Business and Entrepreneurship, Karatina University, Kenya)

  • Ndung’uKabare

    (Department of Business and Entrepreneurship, Karatina University, Kenya)

  • Kenneth Wanja

    (Department of Business and Entrepreneurship, Karatina University, Kenya)

Abstract

In today’s competitive retail market, as service quality improves, the customer’s expectation and lateral demand on service level is increased from time to time. Dairy milk processing firms in Kenya are struggling to get it right in providing servicequality.This has createddissatisfied consumers and this has led tomerging of some dairy milk processing firmsand loss of jobs due to closure of somedairymilk processingfirms.Therefore, this study aimed at filling this knowledge gap by examining the influence of perceived service quality on consumer satisfaction amongst dairy milk processors in Kenya. The study was guided by cross-sectional research design. The study population comprised of consumers who purchaseprocesseddairy milk from major supermarket chains in Kenya. Primary data was collected from 384 respondents using a semi-structured questionnaire which was self-administered. Descriptive statistics and regression analysis were used to analyse data with the help of SPSS version 21. The results showed a positive and significant relationship between the perceived service quality and consumer satisfaction. Respondents indicated that,perceived service quality was consistent to their satisfaction. The findings showed that, consumers of dairy milk products had a high rating of service quality offered to them by dairy milk processors hence high satisfaction levels.The study therefore concluded that,perceived service quality is an important predictor of customer satisfaction. Milk processors must therefore strive to match and even exceed their customer’s product-service quality with what customers expect. Key Words: Perceived Service Quality, Consumer Satisfaction and Dairy Milk Processors

Suggested Citation

  • Anne Wairimu Mwangi & Ndung’uKabare & Kenneth Wanja, 2018. "Efficiency of Knowledge Inflow Structures: The Mediation Effect of Task Environment Analysis," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 7(4), pages 44-57, October.
  • Handle: RePEc:rbs:ijbrss:v:7:y:2018:i:4:p:44-57
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    References listed on IDEAS

    as
    1. Nyariki, D.M. & Thirtle, Colin G., 2000. "Technical innovation and farm productivity growth in dryland Africa: The effects of structural adjustment on smallholders in Kenya," Agrekon, Agricultural Economics Association of South Africa (AEASA), vol. 39(4), pages 1-10, December.
    2. Vikas Kumar & Luciano Batista & Roger Maull, 2011. "The Impact of Operations Performance on Customer Loyalty," Service Science, INFORMS, vol. 3(2), pages 158-171, June.
    3. Davis, Christopher G. & Dong, Diansheng & Blayney, Donald P. & Owens, Ashley, 2010. "An Analysis of U.S. Household Dairy Demand," Technical Bulletins 184308, United States Department of Agriculture, Economic Research Service.
    4. Torsten Hemme & Mohammad Mohi Uddin & Oghaiki Asaah Ndambi, 2014. "Benchmarking Cost of Milk Production in 46 Countries," Journal of Reviews on Global Economics, Lifescience Global, vol. 3, pages 254-270.
    5. Dr. Neelotpaul Banerjee & Santosh Sah, 2012. "A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 33-44, September.
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