Measuring the Correlation between Logistics Service Quality and Consumer Satisfaction in Nigeria

Résumé fourni par la source

This study measured the level of correlation between the qualities of logistics services and consumer and /or customer satisfaction as a basis for determining the influence of logistics service quality in demand for logistics services and choice and/ or selection of logistics service providers (firms) in Nigeria.The study also examined the relationship between the quality of logistics services and consumers' perception and expectations (needs).Using the survey method and employing data obtained from questionnaire responses from logistics services consumers and operators in the six geopolitical zones of Nigeria, the study adopted the statistical method of correlation analysis in analysing the data obtained and inferences were draw from the analysed data.The hypotheses were tested using the coefficient of correlation method.It was found that logistics service quality is dependent on the perception and expectation of the customers.The study also found that logistics service quality influences consumer satisfaction derived from such services by as much as 86%.Recommendations were given upon which logistics firm could depend on to improve their consumer base and earn greater competitive advantage by continuously improving logistics service quality base relative to consumer perception and expectations to maximize satisfaction.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.