Assessment of Beverage Distribution Automation System Adoption on Customer Satisfaction: The Case of ASKU PLC and Yehule Gebeya Distributer
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Date
2023-06
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Addis Ababa University
Abstract
With the primary goal of achieving efficiency and productivity for the company, automation has proven to be extremely important in improving the efficiency in most business processes, resulting to an increase in sales, profits, customer satisfaction, and relative gain in market share for most firms. This study's primary objective was to assess the adoption of beverage automation distribution system on customer satisfaction on ASKU-PLC. This study attempts to see the effect of Automation distribution system on customer satisfaction of the company. Both primary and secondary sources of data were used in the investigation. The questionnaire was used to gather the main data. From journal articles, websites, yearly reports, and magazines, secondary data was gathered. 195 valid responses were gathered from a total of more than 40,000 populations. Descriptive data analysis method through the use of Statistical packages for STATA version 14 software was used to analyze the data. The study used four independent variables, each of which was assessed using a 5-point Likert scale. Evidently, central tendency was measured using a percentage. According to the findings, Asku Plc's customer satisfaction might be improved by implementing an automated distribution system. The study's three research questions were highly scored, all of which were accepted, and have a significant impact on the distribution of beverages, which actually points the organization's customer satisfaction in the proper direction. Additionally, the study suggests that in order to satisfy clients and remain viable in the business environment, the organization must switch from a manual to a digital distribution method. The researcher, along with the responders, suggested using an automated distributed method to close this gap.
Keywords: Beverage Automation, customer satisfaction, service quality, on time delivery and responsiveness.