The role of third party logistics and customer satisfaction at World Food Programme – Uganda

Abstract

This research study investigated the role of Third Party Logistics and customer satisfaction at World Food Programme – Uganda. The research objectives of the study were; to assess the influence of 3PL capacity on customer satisfaction, influence of logistics services on customer satisfaction, influence of 3PL resources on customer satisfaction and to assess the relationship between change management and customer satisfaction at World Food Programme – Uganda. The literatures reviewed generally revealed that 3PL has significant role in supply chain integration and has greater impact on customer satisfaction. The study employed both cross-sectional and descriptive designs in nature based on both and quantitative and qualitative approaches with a sample size of 113 respondents from World Food Programme – Uganda and Bolloré Africa Logistics respectively. The main instrument used for data collection was a questionnaire that was self-administered to the respondents. Personal interviews were conducted for senior managers and managers of Bolloré Africa Logistics using interview guide. Data collected was analyzed using SPSS package and inferences made from the descriptive statistics and a detailed analysis was done using correlation and regression analysis. Both quantitative and qualitative findings of this study revealed that role of Third Party Logistics had significant positive influence on customer satisfaction at World Food Programme – Uganda, with quantitative findings showing 71.2% Third Party Logistics capacity, 54.4% logistics services, 86.6% Third Party Logistics resources and 67.2% change management; these results also suggest that there could be other factors other than those examined that may influence the role of 3PL in improving customer satisfaction at World Food Programme – Uganda. Thus recommend more effort is needed to improve on Third Party Logistics resources and Third Party Logistics capacity to realize better client’s customer satisfaction.