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

Author

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  • Douglas Chiguvi

    (Senior Lecturer, BA ISAGO University, P. Bag 145, Gaborone Botswana)

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.

Suggested Citation

  • Douglas Chiguvi, 2023. "The nexus between customer service platforms (SMS) and customer satisfaction in the retail clothing stores," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(1), pages 14-21, January.
    • Handle: RePEc:rbs:ijbrss:v:12:y:2023:i:1:p:14-21
    DOI: 10.20525/ijrbs.v12i1.2284
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