Analysing the impact of logistics service quality on customer satisfaction: Evidence from port of Walvis Bay

Abstract

This study investigated the impact of logistics service quality on customer satisfaction at the Port of Walvis Bay, Namibia. A mixed-methods approach was utilized, encompassing the gathering of qualitative and quantitative data from 254 participants, who were employees of shipping agencies and the Port of Walvis Bay. Surveys, interviews, and observations were used to gather data, which was then subjected to content analysis and descriptive statistics for analysis. The results showed important metrics for evaluating the quality of logistics services, including the effectiveness of cargo handling, communication responsiveness, and transport service dependability. Even if during regular business hours many customers expressed satisfaction with these indicators, during peak hours serious problems were found, especially delays and poor communication. It was also discovered that inadequate infrastructure and technology shortcomings impeded service quality even further. The report also connected these operational inefficiencies to customer dissatisfaction and the port's failure to regularly meet customer expectations. The study recommends that investing in peak-period management, current logistics technologies, and communication systems should be enhanced to improve the logistics service quality. In addition, in infrastructure investments, implementing real-time communication systems, and incorporating cutting edge logistical technologies. The study's conclusions were based on the data, which showed that although the Port of Walvis Bay has improved the quality of its logistical services, resolving these issues is essential to raising customer satisfaction and preserving its competitive advantage. Recommendations include hiring qualified personnel to achieve long-term gains in service quality.