ABSTRACT
This research examined Customer Satisfaction And Loyalty In Logistics Services with special reference to DHL Express, Lagos.
Survey design was employed with the use of a well structured questionnaire. Respondents were selected based on simple random sampling technique. Fifty (50) customers DHL Express staff were sampled, out of with Forty (40) were retrieved giving a response rate of 80%.
Two hypotheses were formulated and tested with the use of Chi-Square analysis. The analysis resulted to rejecting both null hypotheses and hence accepting the two alternate hypotheses.
Based on decisions of the tested hypotheses conclusions were reached that there is significant relationship between quality service delivery and customer loyalty in Logistic Service Providers. Also there is relationship between customer satisfaction and customer loyalty in Logistic Service Providers.
DHL Express was recommended to take fresh look at Customer loyalty and retention strategy, align loyalty and retention programs with marketing strategy and also providing consistently high quality service.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
A multitude of companies today has already identified the need to create a loyal customer base and acknowledges that maintaining existing customers and extending business with them is significantly less expensive than acquiring new customers.
Customer loyalty gained importance when the classic marketing paradigm with its instrumental and transactional orientation proved unsuitable in the context of longer-term business relationships. Instead, the relationship marketing approach, which is specifically concerned with the study of relational ex-changes, gained importance within research, serving as a conceptual foundation for the majority of customer loyalty researchers.