The Impact of Client Feedback on Corporate Prospects and Business Growth in Posta Kenya
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Date
2024-10
Authors
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Journal ISSN
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Publisher
Daystar University, School of Communication
Abstract
This thesis addressed the problem of understanding the effectiveness of client feedback on organizational growth. The study investigated client feedback’s influence on POSTA’s prospects and business growth using the stakeholder and social exchange theories. The objectives of the study were: to identify the specific channels POSTA collected and processed client feedback; to determine whether client feedback is integrated into key company decision at various management levels and, to examine the relationship between client feedback adoption and business growth. The methodology involved using mixed methods were used for data collection and analysis. The research employed the grounded theory to analyse qualitative data gathered through interviews while linear regression was used to assess quantitative data collected through surveys. It was established that POSTA engaged its customers, as per the stakeholder and social exchange models, through diverse communication channels to collect customer feedback and often prioritised it in key company decisions at some managerial hierarchies. The researcher also established high customer satisfaction levels and a strong positive correlation between client feedback adoption and POSTA revenue growth between 2019 and 2023, with an alpha value of 0.05. It was concluded that client feedback adoption significantly impacted POSTA’s prospects and business growth. The key recommendations were that POSTA should develop clear structures for processing client feedback, frequently prioritise client feedback in critical decisions, engage its customers more often, allow junior employees to participate in analysing customer feedback and focus on meeting clients’ demands.
Description
Masters of Arts in Communication
Keywords
organizational growth, POSTA’s prospects and business growth
Citation
Aseka, L. M. (2024). The Impact of Client Feedback on Corporate Prospects and Business Growth in Posta Kenya. Daystar University, School of Communication