The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia

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ABSTRACT

The study examined logistical support and the performance of customer service

staff of Horrnud Telecom Somalia. While the Hertel standard for customer care is

effective response to customer complaints within 30 hours, there seemed to be customer

service staff felt about the logistics support that were provided for their work.

The literature review, the key concept of logistics management and customer

service were defined and explained. The components of logistics support were also

defined. Customer service was defined from the prospective of internal and external

customer, the relationship support and the performance for service staff was described in

terms of facilities the capacity of the staff output as well as motivating in their

perfonnance. The research design was the case study of Mogadishu Hormud Telecom

Somalia for telecom redistribution service. Self administered questionnaire and the

review written documents were the data collection methods used in the study. Both

qualitative and quantitative data was collected and analyzed. Most of the data was

presented in form of tables and some was presented in fonn of charts. The study

population was the staff of Hertel and the target population was telecommunication

distribution_ staff. The study revealed the logistical support had a strong impact on the

performance of customer service staff. Problems related to logistical support had an

adverse effect on the perfotmance of customer staff in terms of both their

output/productivity and motivation. Some of the key items of logistical supports seemed

inadequate for effective customer service. Efficiency of the use of available support

seemed too high because they rarely remained ideal. Lack of logistical support reduced

staff morale and productivity and caused them to abandon work until they got a solution

from their supervisors. A number of measures were recommended and suggested to

reduce bottlenecks in logistical support and there by improve the performance of water distribution staff.

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APA

SSA, R (2021). The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia. Afribary.com: Retrieved June 14, 2021, from https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia

MLA 8th

Research, SSA. "The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia" Afribary.com. Afribary.com, 04 Jun. 2021, https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia . Accessed 14 Jun. 2021.

MLA7

Research, SSA. "The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia". Afribary.com, Afribary.com, 04 Jun. 2021. Web. 14 Jun. 2021. < https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia >.

Chicago

Research, SSA. "The Impact Of Logistical Support And The Performance Of Customer Service In Hormud Telecom Somalia" Afribary.com (2021). Accessed June 14, 2021. https://afribary.com/works/the-impact-of-logistical-support-and-the-performance-of-customer-service-in-hormud-telecom-somalia