INFLUENCE OF CUSTOMER LOYALTY ON PERFORMANCE OF COURIER EXPRESS FIRMS IN KENYA. A CASE OF THOMAS NATIONALWIDE TRANSPORTERS KENYA.

Winnie Mekonge Nyang’era

College of Human Resource and Development, Jomo Kenyatta University of Agriculture and Technology

P. O. Box 62000, 00200 Nairobi, Kenya

Corresponding Author email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Dr. Allan Kihara

College of Human Resource and Development, Jomo Kenyatta University of Agriculture and Technology

P. O. Box 62000, 00200 Nairobi, Kenya

CITATION: Nyang’era, W., M. & Kihara, A. (2018). Influence of Customer Loyalty On Performance of Courier Express Firms in Kenya. A Case of Thomas Nationalwide Transporters Kenya. International Journal of Strategic Management.. Vol. 7 (5) pp 85 – 105.

ABSTRACT

The study sought to establish the influence of customer loyalty on performance of courier express firms in Kenya. The objectives for the study were; to establish the influence of perceived value on performance of courier express firms in Kenya; to analyze how service quality influence on performance of courier express firms in Kenya; to establish the influence of brand image on performance of courier express firms in Kenya; and to find out how brand loyalty influence performance of courier express firms in Kenya. This study adopted a descriptive research design and the sample size comprised of 150 customers who trade with TNT Express. Primary data was used for the study and data was collected using a questionnaire. Descriptive and inferential statistics was used in data analysis. The findings of the study revealed that perceived value influence performance of courier express firms in Kenya. The study found that price charged by the company in relation to the quality can also affect the performance of firms. The study also found that service quality influence performance of courier express firms in Kenya to a high extent. The study recommends that the regulator in the courier sector should create an enabling environment that enhanced customer loyalty so that they realize the full benefits of loyalty strategies.

Key Words: Customer loyalty, Perceived value, Service quality, Brand image, Brand loyalty

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