| dc.description.abstract | Effectiveness of electronic inventory system is very vital on customer service delivery. Without
effectiveness, the customers will judge businesses harshly. The study evaluated the extent to which electronic
inventory systems are used by supermarkets in Kenya. It also sought to determine the level to which lead-time
variability resulting from the use of electronic inventory systems affects customer service delivery. The study
also aimed at evaluating how the service quality created with electronic inventory systems has on customer
service delivery in the selected supermarkets. A descriptive survey research design was adopted for the study
with a target population of two thousand five hundred and forty nine respondents (2549) of which forty nine (49)
were management staff and two thousand five hundred (2500) were customers of the five major supermarkets in
Kenya. A census was conducted among the managers and supervisors while a sample of ninety two (92) was
picked from the customers making the total sample size for the study three hundred and eighty one (141). For
customers, Stratified-sampling design was used to achieve the desired representation from the total population
and the sample size for each stratum was allocated proportionately. Data was collected using questionnaires,
which were tested for reliability using Cronbach’s Alpha. Data collected was analyzed through Pearson’s
correlation and the Chi-square test to test the hypothesis. From the analysis the researchers established that
majority of the supermarket chains had integrated the use of electronic inventory systems which had enhanced
effective customer service delivery. Lead time had also been influenced positively the use of electronic inventory
systems as well as the quality of service delivery which in turn led to effective customer service delivery. The
researchers recommended continuous improvement on the use of electronic inventory systems to ensure
enhanced customer service delivery | en_US |
