EXAMINING THE NEXUS BETWEEN SERVICE DELIVERY EFFICIENCY AND SUSTAINABLE OPERATION OF COFFEE WASHING STATIONS IN GASHONGA SECTOR, RUSIZI DISTRICT, RWANDA

James Harindintwari, Claudine Yumvuhore, Steven Mugunga, Josue Michel Ntaganira, Jean Baptiste Ndirishye, Elyzee Hitayezu, Fabrice Irafasha

Abstract


This study aimed to determine the influence of service delivery on firm sustainability. The study intended to assess the level of service delivery and firm sustainability and investigate the challenges and mitigation strategies for service delivery by coffee farmers toward firm sustainability. The study employed 330 as the target population. A. stratified sampling was used for a sample size of 18 manpower workers and 58 coffee farmers. The study's findings revealed that service beneficiaries perceive the importance of good service delivery. It was proved that service delivery has a positive impact on business sustainability. The coefficient of determination (R2 = .112) revealed that 11.2% and the provision of branches could improve the service provided by our firm. My firm organizes fieldwork to visit their stakeholder in their firms correlate with Business has enough tools to reach everywhere ranked on (R = .361, P = .001) the coefficient of determination (R2 = .130) revealed that 13.0%. My firm provides enough training for their work (R = .537, P = .000); the coefficient of determination (R2 = .288) ranked by 28.8%. The firm receives our complaints immediately and verbally as a way of improving customer care, the coefficient of determination (R2 = .244) ranked by 24.4% (R = .491, P = .000), the service delivery is attractive in our region (R= .313, P= .006), The coefficient of determination (R2= .097) ranked by 9.7%. The firm gives us different kinds of motivation to keep a relationship with their customer and attract new ones (R= .251, P = .029); the coefficient of determination (R2 = .063) ranked by 6.3%. The study recommended that NAEB work with the Private Sector Federation (PSF) and SMEs to improve service delivery, provide subsidies to farmers and yield produced, train farmers and industry owners to make good corporation among them, provide market internally and externally as the motivation to enhance their business and attract investors.

 

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Keywords


washing station, service delivery, sustainable operation, Rwanda

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DOI: http://dx.doi.org/10.46827/ejsss.v10i1.1728

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