Logistics management and customer satisfaction in the telecommunication sector in Uganda: A case study of Uganda Telecom ltd

Abstract

This study examined logistics management and customer satisfaction in the telecommunication sector in Uganda using a case study of Uganda Telecom Ltd. The following objectives guided this study: To examine the influence of logistics planning on customer satisfaction in Uganda Telecom Limited; To examine the influence of freight/transport management on customer satisfaction in Uganda Telecom Limited and; To examine the influence of warehouse management on customer satisfaction in Uganda Telecom Limited. The study adopted a case study research design. The study adopted both quantitative and qualitative approaches. Out of 207 respondents, 161 (78%) participated in the study. Respondents were selected using census, simple random and convenience sampling methods. The analysis mainly consisted of descriptive statistics (frequencies and percentages) and inferential statistics (Spearman correlation and coefficient of determination). The study established that logistics planning influenced customer satisfaction whereby logistics planning accounted for 64.3% of variance in customer satisfaction. In addition, freight/transport management influenced customer satisfaction whereby freight/transport management accounted for 74.3% of variance in customer satisfaction. Lastly, warehouse management influenced customer satisfaction whereby warehouse management accounted for 72.6% of variance in customer satisfaction. It was concluded in this study that logistics management plays an important role in customer satisfaction given that it influenced customer satisfaction. It is recommended that Uganda Telecom managers should improve logistics management in order to improve customer satisfaction. This can be achieved by having a proper policy for logistics planning, reducing organizational politics, avoiding personal interests, investing in a Transportation Management System (TMS) and putting in place warehouse management best practices.