Transportation Management Strategies and Customer Satisfaction of Logistics Companies in Port Harcourt, Rivers State
DOI:
https://doi.org/10.61250/ssmj/v1.i4.14Keywords:
Transportation Management, Route Planning, Carrier Management, Customer Loyalty, Repeat PurchaseAbstract
This study examined the relationship between transportation management strategies and customer satisfaction of logistics companies in Port Harcourt, Rivers State. Effective transportation management is essential for improving service delivery and customer satisfaction in the logistics industry. However, inefficient route planning, delivery delays and unreliable carriers continue to affect customer loyalty and repeat patronage. The study was anchored on the SERVQUAL Model and Expectation Confirmation Theory. A cross-sectional survey research design was adopted, and data were collected from customers of logistics companies using a structured questionnaire. Of the 384 questionnaires administered, 368 valid responses were analysed using Pearson Product Moment Correlation at the 0.05 significance level. The findings revealed significant positive relationships between route planning and customer loyalty (r = 0.804) and repeat purchase (r = 0.782). Similarly, carrier management was positively related to customer loyalty (r = 0.791) and repeat purchase (r = 0.769). The study concluded that effective transportation management strategies are associated with improved customer satisfaction. It recommended that logistics companies adopt modern route-planning technologies, strengthen carrier selection and monitoring, and improve delivery reliability to enhance customer loyalty and encourage repeat patronage.
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Copyright (c) 2026 Chukwudi Ifekanandu, Dr. Tom, Charles Miyene, Dr. Patrick, Patrick (Author)
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