ASSESSMENT OF SERVICE DELIVERY AND CUSTOMER SATISFACTION AT ETHIOPIAN SHIPPINGANDLOGISTIC SERVICE ENTERPRISE (LOGISTIC TRANSPORT SECTOR)

Abstract

Service quality and customer satisfaction are very important concepts companies must understand to remain competitive and grow. In today’s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Companies need to start paying keen attention and understand their customers. They have to believe customers as core concept of their business and customer satisfaction is the guarantees for the future of Ethiopian shipping and logistics enterprise. The objective of this study was to assess service delivery and customer satisfaction of Ethiopian shipping and logistics services enterprise focusing on logistic transport sector by identifying the gaps, potentials and constraints for development of effective and efficient transport service. To make this research effective the researcher is used probability sampling techniques to select from customers, employees and management office. Questionnaires and Interviews are used to gather relevant information. Statistical tools like percentage, tables and pie charts are used to analyze the data. The finding of this study indicates that most customers were not satisfied based on the feedback of majority level of customer satisfaction and dimensions of service quality. In view of this, the researcher has forwarded some recommendations to the enterprise management: the enterprise should come up with appropriate service delivery standards, proper complaint handling mechanisms, relevant training for its staff.