ABSTRACT

This study assesses service delivery and customer satisfaction at Joe Cargo Shipping Service, a logistics company operating in Cameroon. Customer satisfaction is crucial in the shipping industry, as it directly influences repeat business, customer loyalty, and overall company reputation. The research aims to identify the key factors that impact service delivery at Joe Cargo and how they influence customer satisfaction levels.

A mixed-method research design was employed, combining qualitative interviews with company management and employees and quantitative surveys distributed to customers. The surveys focused on various aspects of service delivery, including timeliness, cost efficiency, communication, handling of goods, and overall customer experience. The study also reviewed relevant literature on customer satisfaction in the shipping and logistics industry to provide context and identify common challenges.

The findings reveal that customer satisfaction at Joe Cargo Shipping Service is moderately high, with customers appreciating the company’s reliability in delivering goods on time. However, the study identified several areas needing improvement. Customers expressed dissatisfaction with the communication processes, particularly during delays or issues with shipping. Additionally, some clients felt that the costs were not always competitive compared to other providers. Despite these concerns, the safe handling of goods and the professionalism of staff were noted as strong points in the company’s service delivery.

The study concludes that while Joe Cargo Shipping Service has established a good reputation for reliability, addressing communication challenges and revising pricing strategies are essential for improving customer satisfaction. Recommendations include enhancing customer service training, improving transparency in communication during delays, and offering more competitive pricing options. By focusing on these areas, Joe Cargo can improve its service delivery and strengthen customer loyalty in a competitive market.

Keywords: service delivery, customer satisfaction, Joe Cargo, shipping industry, logistics, Cameroon, communication, pricing, timeliness.