Date of Award

2013

Document Type

Thesis

Degree Name

Master of Science in Marketing

Department

Business

First Advisor

Okey Peter Onyia

Second Advisor

Robert Allen

Third Advisor

Michael Marzano

Abstract

The study of the service offered in 2010 by Unyson Logistics was consolidated within one customer survey as a need to promote organizational success by reaching customer satisfaction. The interest in satisfaction is due to the several advantages and benefits that offer the philosophy of excellence, among other things, increase the number of loyal customers, increasing the attraction of new clients, new opportunities to help development, improve the policy of reducing costs and optimize the company's image, and reach a higher level of satisfaction regarding the overall experience. This research will determine the main factors that will help Unyson Logistics reach satisfaction and understand what customers expect from a logistics service.

This study is based on one customer survey compiled by Unyson Logistics in 2010. The five main factors obtained from the corporate customers' responses were on-time delivery, customer service, expertise (knowledge-management), accurate information, and business process management; those factors play a key role for customers when a service is being judge and evaluated. A scale reliability and model fit and a multi regression analysis helped determine what factors will influence satisfaction the most, as well as how Unyson Logistics should adapt their survey to obtain better results and therefore better feedback to improve their service.

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