The nexus between customer service platforms (SMS) and customer satisfaction in the retail clothing stores

Douglas Chiguvi
Additional contact information
Douglas Chiguvi: Senior Lecturer, BA ISAGO University, P. Bag 145, Gaborone Botswana

International Journal of Research in Business and Social Science (2147-4478), 2023, vol. 12, issue 1, 14-21

Abstract: The study focused on the effectiveness of using (SMS) customer service platforms to meet customer satisfaction at Edgars stores Ltd in Zimbabwe. The main objective of the research was to measure the effectiveness of SMS customer service platforms on customer satisfaction. A causal research design was employed, and a simple random sampling technique was used in selecting the respondents. Questionnaires were used to gather data from a sample size of 357 consisting of 342 customers and 15 Edgars’ stores Ltd staff members. The data were analyzed using SPSS version 20 to determine the strength of the relationship and the moderating effect. The research findings from the hypothesis tests explored a significant and positive relationship between SMS customer service platforms and customer satisfaction. The study recommended the company use SMS customer service platforms for other promotional activities like sending bonus vouchers, news releases and advertisements. This will encourage more customers to shop hence improving market share. The SMS customer service platforms can also give after-sales services, personalized information, and birthday wishes. All these will increase customer satisfaction. Key Words:SMS, Short Message Services, SMS Customer Service platforms, Customer satisfaction, Customer Service, SMS Marketing.

Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/2284/1645 (application/pdf)
https://doi.org/10.20525/ijrbs.v12i1.2284 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rbs:ijbrss:v:12:y:2023:i:1:p:14-21

Access Statistics for this article

International Journal of Research in Business and Social Science (2147-4478) is currently edited by Prof.Dr.Umit Hacioglu

More articles in International Journal of Research in Business and Social Science (2147-4478) from Center for the Strategic Studies in Business and Finance Editorial Office,Baris Mah. Enver Adakan Cd. No: 5/8, Beylikduzu, Istanbul, Turkey. Contact information at EDIRC.
Bibliographic data for series maintained by Umit Hacioglu ().