Effects of Supply Chain Efficiency On Customer Satisfaction In Logistics Companies. A Case Study Of Kilimanjaro Star Cargo.

Bagambilana, Philemon (2025) Effects of Supply Chain Efficiency On Customer Satisfaction In Logistics Companies. A Case Study Of Kilimanjaro Star Cargo. Masters thesis, The Open University of Tanzania.

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Abstract

This study assessed the effect of supply chain efficiency on customer satisfaction in logistics companies, focusing on Kilimanjaro Star Cargo. Specifically, it examined the influence of inventory management efficiency, order processing efficiency, and transportation efficiency on customer satisfaction. An Explanatory research design was deployed, with data collected through structured questionnaires from employees and customers of Kilimanjaro Star Cargo Company Limited. The study utilized statistical techniques, such as correlation and regression analysis, using SPSS. The findings revealed strong positive correlations between logistics efficiency factors and customer satisfaction, with inventory management efficiency (R = 0.704) explaining 49.6% of customer satisfaction, order processing efficiency (R = 0.706) explaining 49.9%, and transportation efficiency (R = 0.704) accounting for 49.6%. Based on these results, the study recommended that Kilimanjaro Star Cargo should invest in advanced inventory tracking systems, optimize order processing through digital automation, and improve transportation routing to enhance service reliability. The study concluded that improving logistics efficiency would significantly boost customer satisfaction and provide Kilimanjaro Star Cargo with a competitive advantage in the logistics sector.

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