Department Logistics and supply chain Management

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Author: search.filters.author.Ybrah Gebretensay GebremikaelHas files: Yes

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    The Effect of Logistics Service Quality on Customer Satisfaction: The Case of Mekelle Dry Port
    (Mekelle University, 2025-09-14) Ybrah Gebretensay Gebremikael
    Logistics service quality is a critical area of research in supply chain management, particularly regarding its impact on customer satisfaction. Dry ports, such as Mekelle Dry Port in Ethiopia, play a vital role in enhancing logistics efficiency by facilitating the movement of goods between inland areas and seaports. This study investigates the effect of logistics service quality on customer satisfaction at Mekelle Dry Port .A mixed-methods approach (quantitative dominant) was employed, combining descriptive and explanatory research designs. Primary data were collected through structured questionnaires from 83 customers. Quantitative analysis was conducted using SPSS version 23, applying descriptive statistics and Pearson correlation. The regression model revealed that logistics service quality explains 78.4% of the variation in customer satisfaction (Adjusted R² = 0.784), supported by ANOVA results (F = 24.018, p < 0.001). Key logistics service quality dimensions—responsiveness, flexibility, order accuracy, timeliness, and assurance—were found to significantly influence customer satisfaction. The study recommends that Mekelle Dry Port prioritize improving responsiveness, which had the strongest impact. This can be achieved by establishing a dedicated customer service team trained in effective communication and timely complaint resolution. Implementing a real-time customer inquiry tracking system can also help ensure prompt and efficient handling of customer requests.