Service Quality and Customer Satisfaction in Freight and Forwarding Industries in Uganda: A case Study of Ken Freight Uganda Limited.

Abstract

The study investigated the relationship between service quality and customer satisfaction in Freight and Forwarding Industry using a case of Ken Freight Uganda Limited. The study was guided by the following objectives: to assess the relationship between staff competence and customer satisfaction in Kenfreight Uganda Limited; to examine the relationship between service credibility and customer satisfaction in Kenfreight Uganda Limited and to assess the relationship between service reliability and customer satisfaction in Kenfreight Uganda Limited. A case study design was used for a sample size of 128 respondents’ selected using simple and purposive random technique. Quantitative data analysis mainly consisted of descriptive statistics (percentages) and inferential statistics (Pearson correlation, coefficient of determination and regression). Findings indicated a significant positive relationship between staff competence and customer satisfaction. Service reliability had a positive relationship on customer satisfaction. Service credibility had a significant positive relationship on customer satisfaction. It was concluded that service quality has a significant positive relationship on customer satisfaction in Kenfreight Uganda Limited. The study recommended that Freight and Forwarding organizations in Uganda should ensure that they continuously improve staff competence and service reliability for customer satisfaction to improve consistently.