Service Innovation and Customer Satisfaction Nexus of the Transportation Sector of Yenagoa, Bayelsa State (Published)
Citation: Lyndon M. Etale and Patricia Akpi (2022) Service Innovation and Customer Satisfaction Nexus of the Transportation Sector of Yenagoa, Bayelsa State, European Journal of Logistics, Purchasing and Supply Chain Management, Vol.10 No.1, pp.15-23
Abstract: The study was carried out with a view to provide a clear-cut understanding of the concept and principles of customer satisfaction, as it relates to service innovation of transportation firms in Yenagoa, Bayelsa State. Service innovation was used as the independent variable to ascertain the nature and strength of the relationship of its dimensions which were selected to be technological innovation, and service process innovation, and their relationship with customer satisfaction. In a bid to give the study a bearing and focus, two research questions and hypotheses were drawn from the variables, which sought to ascertain the relationship between the two dimensions of service innovation used in the study and customer satisfaction. The study was further grounded in the theory of assimilation, which is focused on the cognitive variations and dissonance experienced by customers after the consumption of a service, as a result of their pre-service encounter expectation and their actual service experience. The study thereby launched and distributed questionnaires to a total of 170 respondents from transportation firms in Yenagoa, Bayelsa State of Nigeria, and successfully retrieved a total of 160 questionnaires, which formed the basis of the data analysis and findings of the research study. The data was analyzed using the Pearson Correlation Coefficient method as a means of ascertaining the nature and strength of the relationship between the two variables. The findings of the study pointed to a significant positive relationship between the two variables, and informed the study to recommend that: firms should strive to innovate on their service to match the dynamic needs of the customers; and firms should constantly improve on the service processes to become more efficient and effective.
Keywords: Customer Satisfaction, Innovation, Process, Technological
Supplier Evaluation and Supply Chain Performance of Shipping Firms in Rivers State, Nigeria (Published)
This study investigated the effect of supplier evaluation on supply chain performance of shipping firms in Rivers State, Nigeria. The study adopted an explanatory research design with a causal type of investigation. Both primary and secondary methods of data collection were used to obtain relevant data for analysis. The instrument of data collection employed was the questionnaire. The study population comprised of the forty-five (45) shipping firms operating in Rivers State as enlisted in the Nigerian oil and gas industry annual report (2020). Two top management staff from each of the shipping firms operating in Rivers State were selected as respondents for the study hence a total of ninety (90) respondents were used for the study. The data was analyzed using the Pearson’s Product Moment Correlation statistic through the aid of statistical packages for social science version 23.0. The result of the findings revealed the existence of significant and positive relationship between supplier evaluation and supply chain performance of shipping firms in Rivers State. It was concluded that supplier evaluation affect supply chain performance of shipping firms in Rivers state and hence recommended that managers of shipping firms should capitalize on the relevant role of supplier evaluation in their operations to ensure efficient supply chain performance.
Keywords: Customer Satisfaction, product .quality, shipping firms and supply chain performance, supplier evaluation
Analysis of Outsourcing Logistics Service and Customer Satisfaction in Manufacturing Companies in South Western Nigeria (Published)
Outsourcing is a growing aspect of supply chain management and is receiving a lot of attention from manufacturing companies globally. This is because there is stiff competition and the need to satisfy customers demand variability, reduced lead-time and improve market share. This study establishes the extent manufacturing companies outsource services and the impact on customer satisfaction. The research was carried out within manufacturing companies in south western Nigeria. The population of the study consists of top management staff, this includes logistics, procurement and marketing managers. The sample of this study consisted 10 Manufacturing companies from the list of fifty (50) quoted companies on the Nigerian Stock Exchange modified by Manufacturing Association of Nigeria in 2005. The data collected was analyzed using regression analysis. The analysis indicates that manufacturing companies outsource Transportation and Distribution to a very large extent. Procurement, Warehousing, inventory control are also outsourced. The analysis also reveals that outsourcing has a significant effect to customer satisfaction. Overall, outsourcing seems not only to show positive benefits for cost reduction but also in service performance, thus, the study suggests that by outsourcing logistics activities companies can better service performance to their customers.
Keywords: Customer Satisfaction, Logistic Service, Outsourcing
Impact of Logistics Outsourcing Services on Company Transport Cost in Selected Manufacturing Companies in South Western Nigeria (Published)
Transport costs arise from carrying inventory in-transit, from numerous operations connected with frequent and small deliveries resulted from just in time deliveries. Low costs, short time of transport and accepted level of risk are crucial for logistics managers. Focus on customer needs’ satisfaction, order fulfillment, short transit time, on-time delivery; gives transport costs a new dimension. The research was carried out within manufacturing companies in south western Nigeria. The population of the study consists of top management staff, this includes logistics, procurement and marketing managers. The sample of this study consisted 10 Manufacturing companies from the list of fifty (50) quoted companies on the Nigerian Stock Exchange modified by Manufacturing Association of Nigeria in 2005. The data collected was analyzed using of regression analysis. The analysis shows that logistics outsourcing helps manufacturing companies to reduce transport cost. Transport is needed throughout the whole supply chain being the link between supply chain members. Consequently quality of transport service affects the competitiveness of the entire supply chain. The findings revealed efficient transport cost among outbound logistics activities indicating their significant effect on reducing transport cost. The paper recommended that outsourcing be encouraged. This is in order to promote economies of scale which reduces cost, enhances fleet management, as well as customers’ satisfaction.
Keywords: Customer Satisfaction, Fleet Management, Logistic Management, Logistics Services, Outsourcing, Transport, Transport Cost