CUSTOMER SERVICE QUALITY AND SERVICE DELIVERY EFFICIENCY OF LOGISTIC FIRMS IN CALABAR, CROSS RIVER STATE
DOI:
https://doi.org/10.64415/jams.v1i2.69Keywords:
Customer Service Quality, Service Delivery Efficiency, Staff Quality, Equipment Quality, Service Delivery Time, Logistics FirmsAbstract
This study examined the effect of customer service quality on service delivery efficiency of logistics firms in Calabar, Cross River State. Specifically, the study investigated the influence of staff quality, equipment quality, service delivery time, and service accuracy on service delivery efficiency. A survey research design was adopted, and data were collected from staff and customers of five selected logistics firms using structured questionnaires and interviews. The data were analyzed using descriptive statistics and multiple linear regression analysis. Findings revealed that staff quality, equipment quality, service delivery time, and service accuracy have significant positive effects on service delivery efficiency. The regression results showed that service accuracy was the strongest predictor of efficiency, followed by staff quality, equipment quality, and service delivery time. The study concluded that effective human resources, modern logistics technologies, timely deliveries, and accurate order fulfillment are critical determinants of service delivery efficiency. The study recommended staff training, technological investment, improved scheduling, and strengthened quality control measures.
Keywords: Customer Service Quality; Service Delivery Efficiency; Staff Quality; Equipment Quality; Service Delivery Time; Logistics Firms.
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