Exploring Operational Challenges Related to Quality Control and Customer Satisfaction in South African Transportation and Logistics SMMEs

Small and Medium-sized Enterprises (SMMEs) in the South African transportation and logistics sector encounter formidable operational challenges, especially in the realms of quality control and customer satisfaction. This study aims to delve into the intricate operational landscape of small retail businesses within the South African transportation and logistics sector, focusing on the challenges associated with maintaining quality standards and ensuring customer satisfaction. In the contemporary business environment, quality control and customer satisfaction are paramount facets of operations management across industries (Pambreni et al., 2019). Quality control ensures adherence to specified standards, while customer satisfaction involves not only meeting but exceeding customer expectations (Seseni, 2017). Within the transportation and logistics domain, the challenges intensify. Ensuring accurate and timely deliveries, preserving product quality, navigating the intricacies of the supply chain, adapting to evolving customer expectations, managing risks, and ensuring regulatory compliance are formidable tasks (Agabu-Phiri in doing so, it addresses a critical gap in the existing literature, offering practical insights for small retailers to adapt to dynamic markets and thrive. In essence, this research is poised to provide a valuable contribution to the field, facilitating a deeper comprehension of the operational dynamics of South African transportation and logistics SMMEs.