The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company: A Study of Ricky Boakye Yiadom Company Limited

ISBN-13: 9783656850137 / Angielski / Miękka / 2016 / 56 str.

Dr David Ackah; Makafui R. Agboyi

Opis

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, Atlantic International University (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: In a highly competitive distribution sector, one way to gain competitive advantage is to ensure that the customers are satisfied. It is also a fact that having a good transport system is a great factor to ensure long term services and growth the company. The study is to find the role transportation play in achieving customer satisfaction in the private distribution sector a case study at Ricky Boakye Yiadom Company Limited. Eventually, the results are meant to improve the existing levels of customer satisfaction with the form of transportation. Specifically it seeks to uncover the factors accounting for the level of customer satisfaction in transportation of products. The study reviewed major theoretical area to develop a framework which suggests that customer satisfaction in Distribution Company would be a function of service quality and customer orientation of service employees. The data from the study constituted employees and customers of 35 people and was analyzed through a descriptive statistics. The study reveals that the mode of transportation does not always achieve smooth delivery and satisfaction desired but adds value to the mode of transport. It also shows that delivery times to customers are not always meet. Most customers also agree that increase in customer satisfaction also depends on transportation. Furthermore, it is recommended on the basis of the evidence that to understand customer satisfaction better, the company must survey customers about both perceived service quality and the perception about satisfaction.

O autorze

David Ackah (PhD) is an experienced and innovative project management professional with sound academic and professional background with excellent working knowledge in projects management method based on project management parameters and donors' rules; propose composition and take part in the bid evaluation panel(s). He holds Doctor of Philosophy (PhD) in Community & Economic Development, and Master of Science (MSc) in Business & Economics from United State of America, Bachelor of Science (BSc) in Accounting from the University College of Management Studies, Standard Diploma from the Managing & Marketing Sales Association (MAMSA UK), and Single Subject Diploma from the Institute of Commercial Management (ICM UK). He also holds Professional Doctorate and Postgraduate Diploma in Project Management from the Institute of Project Management Professionals Ghana, a Professional Diploma in Project Management from the International Business Management Institute (IBMI) at New York (USA), Professional Diploma in Project Management from the Alison Institute with Certificate No. AC-1266-11259553. In 2019, he was awarded a Certified Professorship (C.Prof) from the International Association for Quality Assurance in Higher Education (QAHE) in Hong Kong.In Ghana today, the landscape is littered with failed and abandoned projects, in this regards, he has taken the mantle to take up another PhD in Project Development Planning from the Central University of Nicaragua focusing on investigating into the causes and effects of failure and abandoned projects on the Ghanaian economy. David Ackah (PhD) brings to your organization real-world experience in developing successful project plans, communicating expectations clearly, and encouraging team enthusiasm, even in the late stages of the project cycle.