Service Delivery and Customer Satisfaction in Clearing and Forwarding Companies in Uganda Case Study of Lead Logistics Uganda Limited

ABSTRACT

The aim of the study was to investigate the relationship between Service delivery and Customer satisfaction and establish marketing strategies needed to attain maximum customer satisfaction at Lead Logistics Uganda Limited. In order to achieve this goal the objectives of the study were to investigate the customer service activities carried out by the Lead Logistics Uganda Limited branch offices in Kampala, Uganda. The company is located at Kitgum house, plot I access road near shell Jinja Rd in Kampala. The objectives of the study were to investigate the relationship between Service delivery and Customer satisfaction and to identify other benefits received as a result of the Lead Logistics Uganda Limited customer service activities. A case study design was used since this study looked at an individual area. The study employed quantitative techniques to arrive at an understanding of the relationship between customer service and company performance. This was done by acquiring frequencies of respondents' feedback and calculating percentages. The results were then used to draw up bar graphs and pie cha1is. This is because the bulk of the data that was collected was quantitative in nature and thereby required statistical interpretation. Qualitative analysis was later used to interpret the quantitative data in terms of the highest and lowest results. The findings showed that online product support and help, complaints desks, frequent flyer mileage and call forwarding customer care services were carried out at Lead Logistics Uganda Limited. The findings showed that these customer service activities had benefited the company with 97% of the respondents believing that customer service benefited the company which they attributed to increased profitability due to increased sales and customer retention, while only 3% did not think so. Eighty-two percent (82%) of the respondents stated that the company enjoyed increased profitability and 78% also stated that the customer service activities carried out by the company resulted in the company being rated highly. It was therefore concluded that Service delivery had a significant impact on the customer satisfaction level of the customers of the company, which also agreed with the findings of other authors on similar topics.