The nexus between customer service platforms (SMS) and customer satisfaction in the retail clothing stores
Douglas Chiguvi
International Journal of Research in Business and Social Science · 2023 · Vol. 12 / Issue 1 · 14-21
Publication metrics
External links open provider records or DOI searches. Provider counts are not combined. Mendeley readership measures saves, not citations.
Dimensions
Live provider badge. If unavailable, use the Dimensions link above.
Observed 21 Oct 2026, 07:22 UTC
Observed 21 Oct 2026 07:22 UTC
Observed 21 Oct 2026 22:25 UTC
OpenAlex and Mendeley observations refresh on article visits, at most once per 24 hours. Unavailable data is not zero. Google Scholar opens a DOI search.
Citations received by this article, grouped by the year of the citing work. Crossref and OpenAlex lifetime totals remain separate in Publication metrics.
2017–2026 Annual history last updated:
Citations received
OpenAlex · year of the citing work
Hover over a year or focus the chart and use arrow keys to inspect values.
2017–2026 annual-history window. 2026 is year to date. Unknown years have gaps.
View data & coverage
2026 is incomplete. Within a successfully fetched ten-year window, omitted years mean zero. Years beyond a saved observation’s window remain unknown (—). Older citations are excluded, so this chart’s sum may differ from the OpenAlex lifetime total. The date above belongs to this annual history; an unsuccessful refresh keeps the previous observation.
Abstract
The study focused on the effectiveness of using (SMS) customer service platforms to meet customer satisfaction at Edgars stores Ltd in Zimbabwe. The main objective of the research was to measure the effectiveness of SMS customer service platforms on customer satisfaction. A causal research design was employed, and a simple random sampling technique was used in selecting the respondents. Questionnaires were used to gather data from a sample size of 357 consisting of 342 customers and 15 Edgars’ stores Ltd staff members. The data were analyzed using SPSS version 20 to determine the strength of the relationship and the moderating effect. The research findings from the hypothesis tests explored a significant and positive relationship between SMS customer service platforms and customer satisfaction. The study recommended the company use SMS customer service platforms for other promotional activities like sending bonus vouchers, news releases and advertisements. This will encourage more customers to shop hence improving market share. The SMS customer service platforms can also give after-sales services, personalized information, and birthday wishes. All these will increase customer satisfaction.
Keywords: {'name': 'SMS, Short Message Services, SMS Customer Service platforms, Customer satisfaction, Customer Service, SMS Marketing.'}
Authors & affiliations
Douglas Chiguvi
Affiliation not supplied
Deposited references
Supplied references, not a list of publications citing this article.
Armstrong, G., Adam, S., Denize, S., & Kotler, P. (2014). Principles of marketing. Pearson Australia.
Ashenafi, M. (2019). Determinants of Customer Attitude Towards SMS Advertisement: A Case of Enterprise Account in Ethio Telecom Customers (Doctoral dissertation, St. Mary's University).
Campbell, M. (2005). The impact of the mobile phone on young people's social life. In Social change in the 21 century 2005 conference proceedings (pp. 1-14). Queensland University of Technology.
DOI: 10.1109/HICSS.2004.1265306
DOI: 10.2501/S0265048709200710
DOI: 10.29333/djfm/8361
DOI: 10.1016/j.pedn.2014.03.020
Collins, K. K. (2014). SMS and Customer Satisfaction in the Banking Industry.
Day, J. Rosenberg, and H. Sugano. A model for presence and instant messaging. IETF Request for Comments (RFC 2778).
DOI: 10.1109/HICSS.2004.1265096
DOI: 10.5694/j.1326-5377.2005.tb07085.x
Ellison, S., & Winther, M. (2007). Analysts, “Common Short Codes: The Time Is Now for Mobile Marketing and Outreach,” IDC.
Esmaeilpour, M. (2014). Analyzing after Sales Services in House Appliances Products and Measuring Customers Satisfaction: A Survey in Bushehr, Iran. International Journal of Marketing and Management, 2(1), 62-79.
Fill, C. (2005). Marketing Communications: Engagements Strategies and Practice (4th ed.). Pearson Education Ltd.
DOI: 10.1002/cjas.129
Griffin, D., Trevorrow, P. and Halpin, E., (2020). Using SMS texting to encourage democratic participation by youth citizens: A case study of a project in an English local authority. Asymptotic and Computational Methods in Spatial Statistics, 102.
Griffin, R. W. (2021). Management. Cengage Learning.
DOI: 10.1016/j.ijthermalsci.2010.03.013
Lebret, R., Pinheiro, P. H., & Collobert, R. (2016). Twitter Sentiment Analysis (Almost) from Scratch (No. REP_WORK). Idiap.
Leszczynski L., (2021). Study on Establishment of Logistics Collaboration Model of SMS Retailing Enterprises. Logistics Technology, 5.
DOI: 10.1080/03772063.2020.1714489
Ndlovu, S. G., & Heeralal, S. (2021). The Perceptions of Customers Towards Private Label Brands in The Grocery Retail Sector: A Case of EThekwini Municipality. The Retail and Marketing Review, 17(1), 33-42.
DOI: 10.1016/S0026-2714(97)00069-3
DOI: 10.1207/s15327663jcp0702_03
DOI: 10.1186/s12913-021-06728-2
DOI: 10.1177/00222429990634s105
DOI: 10.1016/S0022-4359(05)80007-7
DOI: 10.1109/98.847919
DOI: 10.1038/2011145a0
DOI: 10.1016/S0022-4359(00)00035-X
Zerfos, P. (2005). Enterprise wireless access networks: Systems and applications. University of California, Los Angeles.
DOI: 10.1145/1177080.1177114