Evaluation of the Effect of Tracking System Quality on Customer Satisfaction: Evidence from Logistics Companies in Cameroon

The purpose of this study was to analyze the role of tracking systems quality on customer satisfaction focusing on selected logistics companies in Cameroon. Specifically, it examines the influence of perceived ease of use, perceived value, and perceived usefulness on customer satisfaction. The study adopted a quantitative research design. Primary data was extracted using a self-administered questionnaire to 200 customers of logistic companies in Cameroon residing within the towns of Douala, Limbe, Buea, and Yaoundé. After cleaning the data and realizing the measurement model assessment, the regression analysis was employed to test the study hypothesis. The study findings reveal that the tracking system's perceived usefulness, ease of use, and perceived value respectively influenced logistics firms' customer satisfaction positively. Therefore, by developing a tracking system that adds value to customers in terms of convenience, time, and cost-saving and that is easy to use, logistics managers and operators can effectively boost consumer satisfaction with their service which could lead to loyalty, referrals, and will help increase firms’ performance. The contribution of this paper is to examine a specific aspect of logistic service quality which is the tracking system service quality in Cameroon that has been given minimal attention. This is to help developers create adaptable systems, and improve customer satisfaction and loyalty