QUALITY SERVICE DELIVERY AND ITS EFFECT ON CUSTOMER SATISFACTION IN SABA INTERNATIONAL SHIPPING, PLC, ADDIS ABABA

Abstract

Logistics companies are the backbone of modern commerce, facilitating the movement of goods from manufacturers to consumers. The logistic industry faces numerous challenges in delivering quality service to their customers. The quality of service (QoS) concept is becoming an ever more important issue in logistics. This thesis was aimed to asses in the logistics sector and determine its effect on customer satisfaction of Saba international shipping PLC. To meet its objective data were gathered using stretched survey for 327 respondents processed using SPSS. Survey data were analyzed using descriptive and independent correlation statistics. one represent analysis. The relationship between the five service quality dimensions, which are tangibles, reliability, responsiveness, assurance and reliability with customer satisfaction, is assessed. This study uses both explanatory and descriptive research designs. correlation. customer satisfaction. The result of the regression analysis revealed for all service quality dimensions caused a positive effect on customer satisfaction, based on this it recommended that Saba International Shipping PLC should focus on improving all five service quality dimensions- tangibles, reliability, responsiveness, assurance, and empathy - in order to enhance customer satisfaction. This could involve investing in better infrastructure and facilities (tangibles), ensuring reliable and consistent service (reliability), being responsive to customer needs and inquiries (responsiveness), instilling confidence and trust in the service provided (assurance), and demonstrating empathy and understanding towards customers (empathy). By addressing these dimensions, Saba International Shipping PLC can improve overall customer satisfaction and strengthen its position in the logistics industry