Quality Service Delivery And Sales Volume Of Soft Drinks Company: A Case Study Of The Cocacola Comp Any, Bonite Bottlers

ABSTRACT

The study was conducted to determine the impact of quality service delivery on sales volumes in the soft drinks industry in Tanzania a case study of the Coca-Cola Company Bonite bottlers. The main objective was to establish the importance of quality service delivery in the soft drinks companies, to determine the challenges faced in quality service delivery in soft drinks companies and to establish the factors that affect sales volumes in

soft drinks companies. The findings of the research revealed that the importance of quality service delivery in the soft drinks companies is increased sales.

The challenges faced in quality service delivery m soft drinks companies are poor infrastructure, poor technology, government policy and literacy level. The factors that affect sales volumes in soft drinks companies are customer satisfaction, employee satisfaction and loyalty and competitiveness.

The research concluded that there is a relationship between quality service delivery and sales volumes. Based on the research findings, the study recommended that continuous quality delivery

should be adopted as a tool for quality service delivery, benchnmrking has a positive impact on the measures of continuous quality improvement, the company should provide

all the information that the customers need in their web site that is through internet to maintain customer loyalty and the company should try to reduce or cut down costs by advancing technologically and being more innovative in the industry.

TABLE OF CONTENTS

Cover Page

Declaration ................................................................................................. i

Statement of Approval. .............................................................................. .ii

Dedication ............................................................................. ..... .iii

Acknowledgement ......................................................................... .iv

Table ofContents ........................................................................... v

List of Tables ................................................................................... viii

List of Figures ........................................................................... .ix

List of Acronyms ......................................................................... x

Abstract .................................................................................... xi

SECTION 1: INTRODUCTION

SECTION 1: INTRODUCTION

1.0 Background ......................................................................... !

I.I Statement of the problem ...................................................... .3

1.2 Purpose ............................................................................ .4

1.3 Objectives ......................................................................... .4

1.4 Scope ............................................................................... .4

1.5 Significance ....................................................................... .4

SECTION 2: LITERATURE REVIEW

2.0 Introduction ....................................................................... 5

2.1 Concept of quality service delivery ............................................ 5

2.2 Types of quality service delivery ............................................... 8

2.3 The need for quality service delivery in the soft drinks industry ............. 9

2.4 The effects of quality service delivery on customer satisfaction and the

V

Competitiveness of company .................................................. 10

2.5 The impact of quality service delivery on profitability as an indicator

OfCQI. ............................................................................ 13

2.6 The implications of quality service delivery on employee satisfaction in

Relation to CQI.. ................................................................. 13

2.7 challenges facing quality service delivery in soft drinks companies ..... 15

2.8 factors that affect sales volumes in soft drinks companies ............... 19

SECTION 3: METHODOLOGY

3.0 introductions ................................................................... 24

3.1 Research Design ............................................................... 24

3.2 samples and Sampling Procedure ............................................ 24

3.3 Instruments ..................................................................... 25

3 .4 Procedures ...................................................................... 25

3.5 Data Analysis .................................................................... 26

SECTION 4: FINDINGS

4.0 Overview ............................................................................... 27

4.1 Working experience ................................................................... 27

4.3 Does the company attach importance to upholding quality? ........................... 28

4.4 Recognition of quality service delivery as an important tool in CQI.. .......... 29

4.5 Constraints hindering the achievement ofCQI.. .................................. 30

4.6 Constraints as identified by the above respondents ................................ 31

4.7 Commonly used indicators of quality .............................................. .33

4.8 Responses as to answers of company using the above indicators .............. .34

4.9 Intervals in identifying benchmarks for quality service delivery ............... .37

4.10 Industries used as bench marks ................................................... 38