ABSTRACT
The aim of this study is to evaluate customer service satisfaction in Amour Mezam in
Bamenda. We sought oo identify different customer services provided in Amour Mezam in
Bamenda, to identify the supporting policies put in place to overcome the challenges faced by
Amour Mezam in customer satisfaction and to identify supporting policies that may need to
be put in place for a better customer satisfaction. In order to achieve these objectives, primary
data was collected using questionnaires. The study design used quantitative to collect the
necessary data. A qualitative approach was used to give more description of what was
obtained from intensive interviews which were quantitatively done by presenting it in tables
and frequencies. The study made use of the simple random. The study recommends that the
organization should establish clear and effective communication channels with customers to
keep them informed about their shipments, including tracking updates, estimated delivery
times, and any potential delays or issues. Also, the organization should implement efficient
routing and scheduling systems to optimize delivery routes and minimize delays. They should
regularly monitor and report delivery performance to identify areas for improvement. They
should also eembrace technology solutions that can streamline logistics operations and
enhance customer experience. Amour Mezam should regularly evaluate and improve logistics
processes based on customer feedback and industry best practices. They should conduct
customer satisfaction surveys to gather insights and identify areas for enhancement and they
should actively seek feedback and suggestions from customers to understand their evolving
needs and expectations.
Key words: Customer Satisfaction, Logistic Service Providers, Amour Mezam Bamenda

CHAPTER ONE
GENERAL INTRODUCTION
1.1 The Research Context

Logistics refers to the process of planning, implementing, and controlling the efficient and
effective flow of goods, services, and information from the point of origin to the point of
consumption. It involves managing and coordinating various activities such as transportation,
inventory management, warehousing, packaging, and distribution to ensure the smooth
operation of supply chains. The types of logistics include inbound logistics (managing the
procurement, transportation, and storage of raw materials and components), outbound
logistics (handling the transportation, storage, and distribution of finished goods to
customers), reverse logistics (managing the return, recycling, or disposal of products and
materials), and third-party logistics (outsourcing logistics functions to third-party service
providers for greater efficiency and cost-effectiveness).
A multitude of companies today have already identified thee need to create a loyal customer
base and acknowledge that maintaining existing customer and extending business with them
is significantly less expensive than acquiring new customer for centuries, transportation has
been very important to the world . Hence, the movement of people and goods, affects the
daily endeavours of human beings especially in the economic aspect. For a good
transportation system in Cameroon, logistic service providers have to offer efficient and
effective services that will enhance people’s living standards and satisfy customers through
availability, affordability and efficiency (Langley et al., 2005).
In Bamenda, one of the main problems faced by individuals are traffic congestion, parking
difficulties and traffic accidents. This is as a result of the increase demand to use private
vehicles. To solve this problem of increased demand of private motorization and rise in
demand for urban transport, many researchers have recommended providing an attractive public transport service as an alternative transport mode.
Private motorization is also affecting the safeness of road transport users. Researchers agree
that many problems in public transport can be avoided by improving the quality of public
transport (Njimanted and Mobit, 2013). Other issues around passenger dissatisfaction are the
ill manner of drivers, drinking habit and the money driven behaviour among others. .
To keep and attract more customers, public transportation must have a high quality service to
satisfy the wide range of customer needs. The transport service industry revolves around
several modes of transportation which include air, water, railway, pipelines and road
transport. This study will be focusing on rapid transportation which has fallen under the
category of road transportation. A rapid bus has the ability to carry a significant number of
passengers, taking a trip to work, home, hospital, school and leisure.