DISTRIBUTION MANAGEMENT OF ELECTRONIC OUTLETS: IMPACT ON CUSTOMER SATISFACTION

Eche Emmanuel Ojih, John Dokotri, Mercy N. Gambo

Abstract


Consumer electronics influence the ways we interact with the world. They are technological marvels that link man with machine in a perpetual relationship to dominate his environment. The demand for these gadgets is high; the customer base is overwhelming but some products never reach their designated consumers in time to quell their cravings. This research
investigated the impact of distribution management on customer satisfaction, focusing on electronic retail outlets in Jos, Nigeria. Specific objectives were to determine the distribution management practices of consumer electronics companies in Nigeria and investigated the role of transportation and information flow in distribution management; showing how the duo affect (positively or otherwise) customer satisfaction. A total of fortyfive (45) employees sampled from eight (8) consumer electronic outlets responded to this study. Data collated from responses through questionnaires were analysed, and results revealed that consumer electronic outlets in Jos metropolis utilised management practices as
regards information flow and product transportation. Other outcomes showed significant impact of information flow and transportation on customer satisfaction. It was concluded that companies seeking to remain afloat must capitalise on every opportunity presented, and distribution management is one of such; therefore, a judicious implementation of
distribution management can be the extra push to keep suppliers ahead and on time to meet their consumers, thus providing customer satisfaction.

Keywords


Distribution Management, Information Flow, Transportation, Customer Satisfaction

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International Journal of Management Science Research ISSN ISSN 2536 – 605X(Print)

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