Evaluation of Channel Members’ Dissatisfaction with the Foodstuff Distribution System in Tehran and Complaint Management Methods (Case Study: Ghasem Iran Distribution Company, BehPakhsh Distribution Company, Alborz Distribution Company)

Subject Areas : Futurology

M.A. Abdolvand ¹ , N. Baghbanian ²

1 - ندارد
2 - نویسنده مسئول یا طرف مکاتبه

Received: 2008-12-18 Accepted : 2009-02-02 Published : 2010-12-22

Keywords: distribution, Distribution Chanel, Retailer, Wholesaler, Intermediaries, Logistic,

Abstract :

This case study evaluates channel members’ dissatisfaction with the foodstuff distribution system inTehran and presents a complaint management model. It examines three major distribution companiesin Tehran: Behpakhsh, Ghasem Iran, and Alborz. This is a practical study in terms of objectives, yet ithas a correlational approach in implementation. The research population is all sales points, which takedelivery of goods from the above three distribution companies. The sample size is 196 stores, which isincreased to 240 in this study.Data were collected from a questionnaire with a Cronbach’s Alpha multiple of 0.858 and evaluated bydescriptive and inferential methods. Overall, the results show that the main assumption of the study isnot valid; consequently, designing and implementing the appropriate complaint management modelwill increase the satisfaction of intermediary channels