The effect of customer care on the market share of an organization: a case study of Shoprite Lugogo Nakawa division

Abstract

The study was intended to investigate the effect of customer care on the market share of an organization a case study of Shoprite Lugogo. The objectives of the study were to examine the relationship between after sales services and the organization’s market share, the effect of personnel responsiveness on the organization’s market share, and the effect of customer research and feedback on organization market share To achieve the above objectives, the researcher collected primary data and secondary data. The researcher used descriptive analysis and SPSS and used a sample of 70 respondents, 50 Shoprite customers and 20 staff of Shoprite who were selected using purposive sampling and simple random technique. The research findings showed that customer care services and activities at Shoprite Lugogo are generally good. Activities such as after sale services, promotional activities, and customer attention services increase the company’s market share. It’s concluded that there exists a strong relationship between customer care and the market share of a company. It’s recommended that employee motivation and employee training should be increased to improve customer care services and thus increasing the market share of the company