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

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.

Selected Leadership Styles and Corporate Governance: Literature Review on Relationship Perspective

“…This approach can contribute to effective risk management, which is a crucial aspect of CG. By promoting compliance, transactional leaders can help to ensure that the organization adheres to relevant laws, regulations, and standards, thereby reducing the risk of legal and regulatory penalties (Chilunjika, Uwizeyimana, & Chilunjika, 2023).…”

“…Furthermore, because transactional leaders reward their followers for following established rules and procedures, they may discourage innovation and change (Bass, 1990). This can be a limitation for CG, as it may hinder the organization's being able to adjust to a variety of settings and to carry out new and improved governance practices (Chilunjika, Uwizeyimana, & Chilunjika, 2023). In conclusion, while TSL can contribute to effective CG by emphasizing performance metrics and promoting compliance, it can also foster a short-term orientation and limit innovation and change.…”

“…Effectiveness of any leadership style in shaping governance mechanisms can be influenced by a number of elements such; as the sector's character, the organizational culture, and the regulatory environment. Chilunjika, Uwizeyimana, and Chilunjika (2023), found that the impact of leadership in terms of output of the National Social Security Authority in Zimbabwe was moderated by the regulatory environment. The study of leadership and governance is a dynamic and evolving field.…”