LOGISTICS MANAGEMENT AND CUSTOMER SATISFACTION AMONG DHLCUSTOMERS IN BENIN CITY NIGERIA

Abstract

This study examines how key logistics management capabilities—supply chain transparency, timeliness, and transportation reliability—influence customer satisfaction among DHL customers in Benin City, Nigeria. Adopting a quantitative, cross-sectional design, data were collected from both individual and business customers with recent service experience. The study employed validated measures of logistics service quality and analysed the data using multiple regression after confirming standard statistical assumptions. Findings reveal that all three capabilities significantly enhance customer satisfaction. Customers place high value on clear visibility of shipment processes, prompt and consistent delivery times, and dependable transportation systems. Among these, transparency and reliability emerged as particularly influential, highlighting the importance of real-time tracking, accurate information flow, and consistent service performance. The study underscores that improving logistics performance requires an integrated approach that combines digital tracking systems, efficient scheduling, and well-maintained transport infrastructure. For courier service providers operating in urban and emerging market contexts, strategic investments in these areas can substantially strengthen customer experience and loyalty. Overall, the research contributes context-specific insights into last-mile logistics by demonstrating how core service capabilities jointly shape customer satisfaction in the Nigerian courier sector.