An Investigation on high customer complaints. A case study of James North Zimbabwe (Pvt) Ltd

Author

Ruoko, Mitchell R.

Title

An Investigation on high customer complaints. A case study of James North Zimbabwe (Pvt) Ltd

Abstract

James North Zimbabwe, a well-known producer of canvas goods, PPE, and clothing, has experienced a significant increase in consumer complaints, endangering both its clientele and brand. A convergent mixed-methods strategy was used in this case study, which combined document analysis, interviews, and surveys. The study involved 25 clients who have previously complained as the sample. The study found that the main causes of consumer complaints were unmet expectations with regards to quality control problems that is defective products, late delivery, pricing and poor customer
service. Significant relationships between these variables and consumer satisfaction were found through statistical research. By emphasizing the need for better quality control, efficient complaint processing, and increased customer interaction, this study advances our understanding of consumer complaints in the manufacturing sector. The goals of the recommendations are to raise customer satisfaction, decrease complaints from customers, build loyalty and boost James North Zimbabwe's overall performance.

Date

June 2024

Publisher

BUSE

Keywords

Customer complaints

Quality management

Customer satisfaction

Supervisor

Mr Masinire