The effect of Logistics and Transport Management on customer satisfaction: A case study of SCAC, Delmas, Vienjeux (SDV) Transami (U) Ltd (Kampala) Nakawa.

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Date
2008-02
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Publisher
Kampala International University, College of Economics and Management Sciences .
Abstract
This study was intended to evaluate the effect of logistics and transpoti management to customers of Scac, Delmas, Vienjeux Transami (U) Ltd and to ascertain the level of their satisfaction with the services. The specific objectives were: to establish the effect of lead time on customer satisfaction to establish the effect of multiple costs on customer satisfaction; to ascetiain the effect of unreliable transit time on customer satisfaction, to establish the effect of multiple modes of transport on customer satisfaction and finally to establish the effect of multiple modes of transpoti on customer satisfaction In order to collect information, the study adopted an explanatory and a descriptive design and 20 students were interviewed. The study employed questionnaires and interview guides to collect data from respondents. The major findings study indicated that SDV Transami (U) Ltd is more responsive to customer orders, this has been attributed to the recognition of customer service in the company to the extent that very department has a customer service personnel to attend to customers problems. study revealed that to a bigger extent the company handles export cargo from Africa to different parts of the world and import cargo largely from Europe and America to Uganda, Burundi, DRC, and Sudan. The study also revealed that, SDV Transami (U) Ltd uses computerized system to track the movement of their cargo. However it should be noted that using different modes of transport causes transit delay, and increases cost but in this case the company has no option but to focus on cost minimization given the fact that the transport their goods from and to different parts of the world and at the end their customers bear these costs The study recommends that there is need to: types of load and quantity or volumes are important factors that must be taken of when planning the distribution system, establish a system of cost transparency that is two way collaborative exchange of information aim at enhancing the competitive advantage of the company and its customers and need to evaluate the performance of the system employed among others.
Description
A project report submitted in Partial Fulfillment of The Requirements for the Award of a Bachelors Degree in Supply and Procurement Management of Kampala International University
Keywords
Logistics, Transport, Management, Customer, Kampala -Uganda
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