Literature review integrates and synthesizes what has been thought and researched in the area of interest and offer for future inquiries. The researcher will review theoretical and empirical literature on service delivery and customer satisfaction. Sources of literature review include published books, relevant magazines, professional journals, the internet, organizational memorandum, organizational minutes of meetings and other publications of relevant literature.
The researcher seeks to review related literature in an attempt to establish a link between the study the accumulated knowledge in the chosen field of service delivery and consumer satisfaction. This shall be done in an attempt to find lasting solutions to the problem of shortage of lower currency divisions and coins that is negatively affecting service delivery at Gutsai Supermarket and inconveniencing consumers.
This chapter will lay a theoretical foundation on which the whole project is based. Amosweb (2009) assets that “This characteristic means money can be divided into increments that can be used in exchange for goods of varying values. For an item to function as the medium of exchange which can be used to purchase a wide range of different goods with a wide range of different values, then it must be divisible. The smaller the divisions, the better for an item to item to function as the medium of exchange, it must have increments that allow it to be traded for both battleships and bubble gum and everything in between.” Divisibility is one reason why metals such as gold, silver, copper and nickel have been widely used as money throughout history. As pure elements each can be divided into really, really small units in principle, down to the molecular level. In contrast, livestock which has seen limited use as money in less sophisticated agrarian society never become widely used as money never in modern economies. Dividing live water buffalo into increments...
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