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.
Table of Contents
- Introduction
- Background to the Study
- Statement of the Problem
- Objective of the study
- Research Question
- Relevance of the Study
- Scope of the Study
Objectives and Key Themes
The main objective of this study is to investigate the role of transportation in achieving customer satisfaction within Ricky Boakye Yiadom Company Limited, a private distribution company. The research aims to identify problems within the company's transportation system and propose solutions to improve customer satisfaction.
- The impact of transportation methods on delivery times and customer satisfaction.
- The efficiency and effectiveness of the company's transportation department.
- The relationship between transportation quality and customer perception of service quality.
- Identification of optimal transportation modes for efficient and effective distribution.
- Methods for measuring and improving customer satisfaction related to transportation.
Chapter Summaries
Introduction: This chapter introduces the study's focus on the crucial role of transportation in achieving customer satisfaction within a competitive business environment. It highlights the growing importance of customer service and cost-effectiveness, emphasizing transportation's impact on the overall customer experience and the company's success. The chapter establishes the research problem and outlines the study's objectives.
Background to the Study: This section delves into the historical significance and economic importance of transportation. It highlights transportation's contribution to physical distribution costs and its impact on the overall efficiency of the logistics system. The discussion underscores the diverse transportation modes available and the factors influencing mode selection, including cost, time, delivery conditions, and customer preferences. The section also explains the importance of customer satisfaction in retaining clients within a competitive market, stressing that meeting customer expectations is crucial for success.
Statement of the Problem: This chapter outlines several key problems related to transportation within the company, including delays in delivery, improper handling of goods, a lack of qualified personnel, inadequate transportation systems, and poor maintenance, all of which negatively affect customer satisfaction. These problems are identified as obstacles to achieving the company's key objective of high customer satisfaction.
Objective of the study: The objectives of this research are clearly defined: to examine the relationship between chosen transport modes and delivery times, to determine the suitability of current transport methods, to evaluate the transport department's efficiency, to identify the type of transportation system used, to examine the methods for handling and distributing consignments, and to evaluate customer service activities within the organization. These objectives provide a structured framework for the investigation.
Research Question: This section lays out the core research questions that guide the study. These questions focus on understanding the types of transportation used, their effectiveness, the value they add to customers and the organization, how customer satisfaction is measured, customer reactions to delivery service, and the challenges faced in the transportation process. The questions are designed to elicit data directly addressing the research problem.
Relevance of the Study: The relevance of the study is highlighted for the management and staff of Ricky Boakye Yiadom Limited, emphasizing the potential for improved transportation practices and enhanced customer satisfaction. The study's broader applicability to future research and practitioners in the field is also noted. This section justifies the importance and potential impact of the research.
Keywords
Customer satisfaction, transportation, logistics, distribution, delivery time, service quality, private sector, Ricky Boakye Yiadom Company Limited, supply chain management, transportation modes, customer service.
Ricky Boakye Yiadom Company Limited: Transportation and Customer Satisfaction - FAQ
What is the main objective of this study?
The main objective is to investigate the role of transportation in achieving customer satisfaction within Ricky Boakye Yiadom Company Limited. This involves identifying problems within the company's transportation system and proposing solutions to improve customer satisfaction.
What are the key themes explored in this study?
Key themes include the impact of transportation methods on delivery times and customer satisfaction; the efficiency and effectiveness of the company's transportation department; the relationship between transportation quality and customer perception of service quality; identification of optimal transportation modes; and methods for measuring and improving customer satisfaction related to transportation.
What problems related to transportation are identified within the company?
Problems include delays in delivery, improper handling of goods, a lack of qualified personnel, inadequate transportation systems, and poor maintenance. These negatively affect customer satisfaction.
What are the specific objectives of the research?
Objectives include examining the relationship between transport modes and delivery times; determining the suitability of current transport methods; evaluating the transport department's efficiency; identifying the type of transportation system used; examining methods for handling and distributing consignments; and evaluating customer service activities.
What are the core research questions addressed in the study?
The research questions focus on understanding the types of transportation used, their effectiveness, the value they add to customers and the organization, how customer satisfaction is measured, customer reactions to delivery service, and the challenges faced in the transportation process.
What is the relevance of this study?
The study is relevant to the management and staff of Ricky Boakye Yiadom Limited, highlighting potential for improved transportation practices and enhanced customer satisfaction. It also has broader applicability to future research and practitioners in the field.
What are the key words associated with this study?
Customer satisfaction, transportation, logistics, distribution, delivery time, service quality, private sector, Ricky Boakye Yiadom Company Limited, supply chain management, transportation modes, customer service.
What is included in the Table of Contents?
The table of contents includes an Introduction, Background to the Study, Statement of the Problem, Objective of the study, Research Question, Relevance of the Study, and Scope of the Study.
What does the chapter on "Background to the Study" cover?
This chapter explores the historical significance and economic importance of transportation, highlighting its contribution to physical distribution costs and impact on logistics efficiency. It discusses various transportation modes and factors influencing mode selection, as well as the importance of customer satisfaction in retaining clients.
What does the chapter on "Chapter Summaries" cover?
This section provides concise summaries of each chapter, outlining the key topics and findings presented in each section of the study.
- Citar trabajo
- Dr. David Ackah (Autor), Makafui R. Agboyi (Autor), 2014, The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company, Múnich, GRIN Verlag, https://www.grin.com/document/284724
