THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN THE CASE OF PANAFRIC GLOBAL PLC

Abstract

Service quality has become the most important factor for the success and survival in logistics industry and also to differentiate competitors. In many services rendering organization service quality is major concern for organizations. The main purpose of this study is to assess service quality and improve customer satisfaction in Panafric global plc. The researcher used questionnaire in order to collect data about service quality in PAG. In design the questioner five service quality dimensions have been used which are tangibility, reliability, responsiveness, assurance and empathy dimensions. The researcher used convenient sampling method in order to select the sample from the population. A total of 300 questioners were collected from customers. The data analysis was conducted through statistical techniques such as descriptive statistics, and inferential statistics using SPSS version 20. The finding indicates that service quality of the organization is poor. Based on the result of the correlation, it shows that responsiveness and reliability dimensions have significant and strongly correlated with customer satisfaction. customer satisfaction is primarily predicted by higher level of responsiveness and reliability dimensions, and to a lesser extent by assurance, empathy and tangibility dimensions in PAG. From the study it is concluded that customer is not satisfied with the perceived service.