EFFICIENT LOGISTIC MANAGEMENT IN THE ROAD TRANSPORTATION INDUSTRY FOR CUSTOMER SATISFACTION IN ABUJA, NIGERIA

This study investigates the multifaceted impact of efficient logistics management within the road transportation industry on customer satisfaction in Abuja, Nigeria. Focusing on the unique challenges and opportunities within a major urban center in an emerging economy, the research examines the strategies employed by logistics companies to enhance delivery efficiency and foster long-term customer loyalty. Drawing upon theoretical frameworks such as the Resource-Based View (RBV) and the SERVQUAL model, the study aims to provide a comprehensive understanding of the critical factors influencing sustainable growth in the local transport sector. Employing a descriptive survey research design, the findings indicate a significant positive correlation between effective logistics practices including route optimization, real-time tracking, and fleet maintenance and enhanced customer satisfaction, primarily driven by improved service reliability, robust communication, and personalized service initiatives. This article contributes to the existing literature by offering timely insights into the strategic management of logistics businesses in a metropolitan context, providing actionable recommendations for managers and policymakers. The study underscores the transformative potential of technological integration in overcoming urban logistical hurdles, particularly in a rapidly developing city like Abuja where infrastructure and traffic management are critical components of operational success.