Evaluting customer satisfaction in Logistics: a case study on DHL Ghana Limited

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The study identified logistics processes available in DHL Ghana Limited, how the processes affect customer satisfaction and the challenges encountered in using the logistics processes. Explanatory research and case study was used to answer the research questions. The main sampling techniques used in the study were stratified random sampling and quota sampling. Thirty questionnaires were administered to both internal customers and external customers of DHL Ghana Ltd. The study revealed that DHL has adopted logistics- process in ensuring customer satisfaction. Customers within Accra, Tema and Kumasi were more satisfied than those in Takoradi, Ho and Tamale. However, problems like improper numbering of house and street delayed delivery, inadequate link between partners in Ghana and traffic along major routes affect their performance. It was suggested that staff should be trained to be abreast with logistics processes, Geographical Position Radio System (GPRS) should be introduced to direct distributing staff and supply chain principles should be applied to incorporate State Transport Company and Ghana Private Road Transport Union to ensure prompt movement of goods.
A Dessertation submitted to the School of Business, Kwame Nkrumah University of Science and Technology, in partial fulfilment of the requirement for the award of Master of Business Administration Degree. August, 2008