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

Anne Wairimu Mwangi, Ndung’uKabare and Kenneth Wanja
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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

International Journal of Research in Business and Social Science (2147-4478), 2018, vol. 7, issue 4, 44-57

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

Date: 2018
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