The Effect of Logistics And Transport Management On Customer Satisfaction: A Case Study of Scac, Delmas, Vienjeux (Sdv) Transami (U) Ltd (Kampala) Naka Wa

TABLE OF CONTENTS

DECLARATION ......................................................................................................................................................... I

DEDICATION ........................................................................................................................................................... II

TABLE OF CONTENTS ......................................................................................................................................... III

ABSTRACT ................................................................................................................................................................ V

CHAPTER ONE: INTRODUCTION ....................................................................................................... I

1.1 BACKGROUND TO THE STUDY .................................................................................................................... I

1.2 STATEMENT OF THE PROBLEM .................................................................................................................... 2

1.3 PURPOSE OF THE STUDY ............................................................................................................................. 2

1.4 SPECIFIC OBJECTIVES ................................................................................................................................. 3

1.5 RESEARCH QUESTIONS ............................................................................................................................... 3

1.6 SCOPE OF THE STUDY ................................................................................................................................. 3

1.7 SIGNIFICANCEOFTHESTUDY ..................................................................................................................... 3

1.8 DEFINITIONS OF KEY TERMS ...................................................................................................................... 3

CHAPTER TWO: LITERATURE REVIEW .......................................................................................... 4

2.0 INTRODUCTION ........................................................................................................................................... 4

2.1 CONCEPTUALISATION OF LOGISTICS AND TRANSPORT MANAGEMENT ........................................................ 4

2.1.1 Logistics Management ............................................................................................................................... 5

2.2 COMPONENTS OF LOGISTICS MANAGEMENT .............................................................................................. 7

2.2.1 Transportation ............................................................................................................................................ 8

2.3 KEY ISSUES AND CHALLENGES OF LOGISTICS MANAGEMENT .................................................................. II

2.4 KEY ISSUES AND CHALLENGES OF LOGISTICS EFFICIENCY ....................................................................... 13

2.5 CUSTOMER SERVICES AND TRANSPORT AND LOGISTICS MANAGEMENT .................................................. 16

2.5.1 Components of Customer Service ........................................................................................................... 17

2.5.2 Customer Satisfaction .............................................................................................................................. 18

CHAPTER THREE: METHODOLOGY ............................................................................................... 20

3.0 INTRODUCTION ......................................................................................................................................... 20

3.1 RESEARCH DESIGN ................................................................................................................................... 20

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3.2 STUDY AREA ............................................................................................................................................ 20

3.3 TARGET POPULATION ............................................................................................................................... 20

3.4 SAMPLE SiZE AND SELECTION .................................................................................................................. 21

3.5 DATA COLLECTION METHODS .................................................................................................................. 21

3.5.1 DATA COLLECTION INSTRUMENTS ........................................................................................................... 21

3.5.2 Data Collection Procedure ...................................................................................................................... 22

3.6 DATA ANALYSIS, INTERPRETATION AND PRESENTATION ......................................................................... 22

3.7 ANTICIPATED METHODOLOGICAL DIFFICULTIES ...................................................................................... 22

CHAPTER FOUR: PRESENTATION, ANALYSIS AND INTERPRETATION OF FINDINGS ... 23

4.0 INTRODUCTION ......................................................................................................................................... 23

4.1 810-DATA OF RESPONDENTS .................................................................................................................... 23

4.2 EFFECT OF LEAD TIME ON CUSTOMER SATISFACTION ............................................................................... 25

4.3 EFFECT OF MULTIPLE COSTS ON CUSTOMER SATISFACTION ..................................................................... 28

4.4 EFFECT OF UNRELIABLE TRANSIT ON CUSTOMER SATISFACTION ............................................................. 31

4.5 EFFECT OF MULTIPLE TRANSPORT MODES ON CUSTOMER SATISFACTION ............................................... 35

4.6 METHODS OF DETERMINING CUSTOMER SATISFACTION IN SDV TRANSAMI (U) LTD .............................. 37

CHAPTER FIVE: DISCUSSION, SUMMARY, CONCLUSION, AND RECOMMENDATION .... 40

5.0 INTRODUCTION ......................................................................................................................................... 40

5.1 DISCUSSION OF THE FINDINGS .................................................................................................................. 40

5.1.1 Lead-time ................................................................................................................................................. 40

5.1.2 Multiple costs .......................................................................................................................................... 41

5.1.3 Unreliable transit time ............................................................................................................................. 42

5.1.4 Multiple modes of transport. .................................................................................................................... 42

5.2 SUMMARY AND CONCLUSION ................................................................................................................... 42

5.3 RECOMMENDATIONS ................................................................................................................................ 43

5.3.1 Suggestion for further research ................................................................................................................ 44

REFERENCES ......................................................................................................................................................... 45

APPENDIX A: QUESTIONNAIRE FOR MANAGEMENT AND CUSTOMERS OF SCAC, DELMAS,

VIENJEUX TRANSAMI (U) LTD .......................................................................................................................... 47

IV

ABSTRACT

This study was intended to evaluate the effect of logistics and transpoti management to customers of Scac, Delmas, Vienjeux Transami (U) Ltd and to ascertain the level of their satisfaction with the services. The specific objectives were: to establish the effect of lead time on customer satisfaction to establish the effect of multiple costs on customer satisfaction; to ascetiain the effect of unreliable transit time on customer satisfaction, to establish the effect of multiple modes of transport on customer satisfaction and finally to establish the effect of multiple modes of transpoti on customer satisfaction In order to collect information, the study adopted an explanatory and a descriptive design and 20 students were interviewed. The study employed questionnaires and interview guides to collect data from respondents. The major findings study indicated that SDV Transami (U) Ltd is more responsive to customer orders, this has been attributed to the recognition of customer service in the company to the extent that very department has a customer service personnel to attend to customers problems. study revealed that to a bigger extent the company handles export cargo from Africa to different parts of the world and import cargo largely from Europe and America to Uganda, Burundi, DRC, and Sudan. The study also revealed that, SDV Transami (U) Ltd uses computerized system to track the movement of their cargo. However it should be noted that using different modes of transport causes transit delay, and increases cost but in this case the company has no option but to focus on cost minimization given the fact that the transport their goods from and to different parts of the world and at the end their customers bear these costs The study recommends that there is need to: types of load and quantity or volumes are important factors that must be taken of when planning the distribution system, establish a system of cost transparency that is two way collaborative exchange of information aim at enhancing the competitive advantage of the company and its customers and need to evaluate the performance of the system employed among others.