ROLE OF INFORMATION AND COMMUNICATION TECHNOLOGY IN ENHANCING CUSTOMER SERVICE AND SATISFACTION IN THE NIGERIAN COURIER INDUSTRY

Information and Communication Technology (ICT) has become an essential driver of innovation, service delivery, and customer satisfaction in the modern service industry. The increasing dominance of the service sector and the growing sophistication of consumer needs have encouraged organizations to adopt technological solutions to improve service quality and maintain competitive advantage. ICT facilitates efficient communication, timely service delivery, improved customer interactions, and stronger customer relationships. In the courier and parcel industry, the integration of ICT and effective customer service is particularly important for meeting customer expectations and enhancing satisfaction. This study examines the effects of information and communication technology and customer service on customer satisfaction in Nigeria’s courier and parcel industry. It focuses on the role of technological innovation and customer service practices in improving service experiences and organizational competitiveness. The study is expected to provide insights into how courier companies can leverage ICT and strengthen customer service delivery to improve customer satisfaction and sustain competitive advantage in Nigeria’s evolving service sector.