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Customers Perception on Cargo Handling and Delivery in Abc Transport

Introduction

1.1Background of the study

Logistics has become the most developed segment offering space for innovation and continuous process improvement in companies, communities, and supply chain management (Jurik, 2016). Logistics service providers handle processes such as inventory, shipping, packaging, and security for shipping. According to Saura et al. (2008), currently, logistics focuses on the ability to provide quality services and produce greater satisfaction with the services offered. The logistics quality provided by logistics services has the main objective to satisfy customers so that their competitive advantage over other competitors is even greater (Thai, 2013). Enhancing the capabilities of a company’s logistics services is an effective way to build a close relationship between the company and its customers (Mentzer & Kahn, 1995). Also, to improve customer satisfaction as expressed by (Boaden, 1997), who considers that each company should offer a value-added service, then improving the quality of logistics services that are sustainable must be a major concern for logistics services for logistics service providers. They should become more proactive with customer satisfaction by providing better logistics services (Stank et al., 1999).

One of the new types of logistics services, for example, home delivery service, is becoming a service that is in high demand by consumers. Furthermore, as suggested by Småros et al. (2000), providing convenient and fast logistics services for customers will have a significant impact on increasing the financial performance of logistics service providers. Meanwhile, Lin & Chen, (2011) in their research concluded that providing home delivery services in one of the logistics service activities has played an important role in increasing the convenience of between the service handler and the person delivered to. That would improve the service performance of logistics service providers. Furthermore, superior delivery processes to customers can create competitiveness in the market due to the increasing number of customers who require fast, reliable, and cost-effective logistics processes and services (Persson & Virum, 2001).

Although providing a superior service quality can produce many benefits for service providers, such as time savings, cost reduction, increased market share, and profits (Thompson et al., 1985), but delivering an excellent service quality consistently is difficult. Particularly, when the service or product quality are based on the customers’ perspectives, translating the needs, the impression, and the experience of customers who use the products or service is the critical point to get the quality feedback from customers for the service improvement. In logistics services, some studies has been conducted related to the way of gathering information of the services based on the customer’s perception, such as Fuzzy QFD (Quality Function Deployment) (Bottani & Rizzi, 2006), Servqual (Roslan et al., 2015), Kano model (Baki et al., 2009)

The identified elements of logistic customer service in an organization are placed on a specific level, as assessed from the perspective of the purchasers’ expectations. The customer service level is defined by W. Szczepankiewicz and W. Wilmanska-Sosnowska (2002) as a „set of activities aimed at fulfilling the customers’ expectations related to the physical availability of the product, the conditions and convenience of purchase and the customer’s satisfaction from the contact with a specific distribution link. In the opinion of S. Abt and H. Wozniak (2015) the service level as the aim of functioning of a logistic system applies as a „quality scale for goods distribution services rendered by an organization. A similar interpretation of this concept is postulated by( J. Dlugosz, 2017) by defining the customer service level by the quality of the service.

ABC transport is the ATP-binding cassette transporters (ABC transporters) are a transport system superfamily in Nigeria that is one of the largest and possibly one of the oldest gene families. It is represented in all extant phyla, from prokaryotes to humans. This study wants to investigate customers perception on cargo handling and delivery in ABC transport

Statement of the problem

From the unique characteristics of the service, it makes a difference in determining the quality of service. For tangible products, its quality is measured by specific criteria such as features, durability, characteristics, and so on. However, for the service, it is invisible, so the quality of service is also invisible. Therefore, the quality of service is assessed in the process of using service, and the process of interaction between companies and customers using service. Besides, Lehtinen and Lehtinen (1982) argue that there are two respects can assess the service quality; the first is service value, and the second is service outcome.  In order to affirm the ABC transport position as well as to achieve outstanding development in the future, and in addition to making efforts to provide delivery services with the lowest cost, measuring customer satisfaction on quality of delivery of companies in Nigeria is really necessary to assess customer perception on cargo handling and delivery in AC transport. Need to look at the impact of service quality factors affecting customer satisfaction and providing solutions to improve the quality of delivery services. This study was conducted in selected ABC park in Eastern part of the country ( Aba, Owerri and Asaba)

Objective of the study

The objective of the study is to ascertain customer perception on cargo handling and delivery in ABC transport. The specific objectives are;

  1. To find out from ABC transport customers their perception on service delivery
  2. To find out the factors that affect customer satisfaction in ABC transport
  3. To find out perception of customers on cargo handling by ABC transport

Research question

The study formulated the following research questions;

  1. How is service delivery of ABC transport?
  2. What are the factors that affect customer satisfaction in ABC transport?
  3. What is the perception of customers on cargo handling by ABC transport?

Research hypotheses

The study formulated the following research hypotheses;

H0:  ABC transport have no poor service delivery

H1: ABC transport have no poor service delivery

H0: there are no factors that affect customer satisfaction in ABC transport

H2: there are factors that affect customer satisfaction in ABC transport

Ho: there is no perception of customers on cargo handling by ABC transport

H3: there is perception of customers on cargo handling by ABC transport

Significance of the study

The study will be very significant to students, customers and ABC transport company. The study will give a clear insight on the customers perception on cargo handling and delivery in ABC transport. The result of the study will be of help to general public especially on educating about poor or bad quality service delivery of cargo handling by ABC transport company. The study will enlighten about the factors that affect customers satisfaction in transport company. The study will also serve as a reference to other researcher that will embark on the related topic

Scope of the study

The scope of the study covers customers perception on cargo handling and delivery in ABC transport. The study will be limited to selected ABC transport park in eastern part of the country Aba, Owerri and Asaba

Limitation of the study

The researcher encounters some constraints which limit the scope of the study namely:

The research material available to the researcher is insufficient, thereby limiting the study

The time frame allocated to the study does not enhance wider coverage as the researcher has to combine other academic activities and examinations with the study.

Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).

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