The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company

A Study of Ricky Boakye Yiadom Company Limited

Forschungsarbeit , 2014 , 48 Seiten , Note: A

BWL - Offline-Marketing und Online-Marketing

In a highly competitive distribution sector, one way to gain competitive advantage is to ensure that the customers are satisfied. It is also a fact that having a good transport system is a great factor to ensure long term services and growth the company. The study is to find the role transportation play in achieving customer satisfaction in the private distribution sector a case study at Ricky Boakye Yiadom Company Limited.
Eventually, the results are meant to improve the existing levels of customer satisfaction with the form of transportation. Specifically it seeks to uncover the factors accounting for the level of customer satisfaction in transportation of products.
The study reviewed major theoretical area to develop a framework which suggests that customer satisfaction in Distribution Company would be a function of service quality and customer orientation of service employees.
The data from the study constituted employees and customers of 35 people and was analyzed through a descriptive statistics. The study reveals that the mode of transportation does not always achieve smooth delivery and satisfaction desired but adds value to the mode of transport. It also shows that delivery times to customers are not always meet.
Most customers also agree that increase in customer satisfaction also depends on transportation. Furthermore, it is recommended on the basis of the evidence that to understand customer satisfaction better, the company must survey customers about both perceived service quality and the perception about satisfaction.

Inhaltsverzeichnis

• Introduction
• Background to the Study
• Statement of the Problem
• Objective of the study
• Research Question
• Relevance of the Study
• Scope of the Study
• Literature Review
• The Concept of Customer Satisfaction
• The Role of Transportation in Customer Satisfaction
• Factors Affecting Customer Satisfaction in Transportation
• Measuring Customer Satisfaction in Transportation
• Research Methodology
• Research Design
• Population and Sample
• Data Collection Methods
• Data Analysis Techniques
• Data Presentation and Analysis
• Customer Satisfaction with Transportation Services
• Factors Affecting Customer Satisfaction
• The Role of Transportation in Achieving Customer Satisfaction
• Discussion of Findings
• Conclusion
• Recommendations
• Limitations of the Study
• Areas for Further Research
• References
• Appendices

Zielsetzung und Themenschwerpunkte

This research aims to investigate the role of transportation in achieving customer satisfaction within the private distribution sector, specifically focusing on Ricky Boakye Yiadom Company Limited. The study seeks to understand the impact of transportation on customer satisfaction and identify key factors influencing this relationship.

• The impact of transportation on customer satisfaction in the private distribution sector.
• The relationship between transportation efficiency and customer satisfaction.
• The role of transportation in meeting customer expectations and delivery times.
• The influence of transportation on the overall customer experience.
• The importance of transportation in achieving a competitive advantage in the distribution sector.

Zusammenfassung der Kapitel

The introduction provides a comprehensive overview of the research topic, outlining the importance of customer satisfaction in the distribution sector and highlighting the critical role of transportation in achieving this goal. The study delves into the background of transportation, its significance in the economy, and its impact on customer satisfaction. It also identifies key challenges and problems related to transportation management, setting the stage for the research objectives and questions.

The literature review section explores the concept of customer satisfaction, examining various theoretical frameworks and models related to customer satisfaction in the context of transportation services. It analyzes factors influencing customer satisfaction in transportation, including service quality, delivery time, communication, and customer orientation. The section also discusses different methods for measuring customer satisfaction in transportation.

The research methodology chapter outlines the research design, population and sample selection, data collection methods, and data analysis techniques employed in the study. It provides a detailed explanation of the research approach and the procedures used to gather and analyze data.

The data presentation and analysis section presents the findings of the study, analyzing the level of customer satisfaction with transportation services provided by Ricky Boakye Yiadom Company Limited. It examines the factors influencing customer satisfaction, including delivery time, communication, and service quality. The section also explores the relationship between transportation efficiency and customer satisfaction.

The discussion of findings chapter interprets the results of the study, drawing conclusions about the role of transportation in achieving customer satisfaction. It analyzes the key findings and their implications for the company, highlighting areas for improvement and potential strategies for enhancing customer satisfaction through effective transportation management.

Schlüsselwörter

The key words and focus themes of the text include customer satisfaction, transportation, distribution, private sector, Ricky Boakye Yiadom Company Limited, delivery time, service quality, customer orientation, and competitive advantage. The research explores the impact of transportation on customer satisfaction in the private distribution sector, focusing on the challenges and opportunities associated with achieving customer satisfaction through effective transportation management.

• Hochschule: ( Atlantic International University ) (School of Business and Economics)
• Veranstaltung: Ph.D. Economics
• Note: A
• Autoren: Dr. David Ackah (Autor:in), Makafui R. Agboyi (Autor:in)
• Erscheinungsjahr: 2014
• Seiten: 48
• Katalognummer: V284724
• ISBN (eBook): 9783656850120
• ISBN (Buch): 9783656850137
• Sprache: Englisch
• Schlagworte: role, transportation, achieving, customer, satisfaction, private, distribution, company, study, ricky, boakye, yiadom, limited