ABSTRACT

This study is a research work on the Impact of Physical Distribution in Customer satisfaction. It is aimed at understanding how physical distribution contributes to customer satisfaction. Physical Distribution is very important when we understand that customers are always demanding quick and ever-ready delivery of goods and services. Hence, it is important to create better product and service offerings through physical distribution. Chapter one deals with the identification of problems  that the research study tends to find solutions to, chapter two deals with the review of related literature, chapter three deals with the procedures adopted in studying the research problem. The case under study is Seven-up Bottling Company Aba with Aba as the area of study. The field survey method was employed with the use of questionnaires. Chapter four deals on the analysis of data, the chi-square statistics was used in testing three hypotheses, the result indicates that Just-in-time and inventory management contributes to customer satisfaction; also, the application of physical distribution contributes to customer satisfaction. Conclusively, chapter five deals with summary of findings, recommendations and conclusions. The researcher recommends that companies should improve on their physical distribution activities as it is paramount to ensuring customer satisfaction.

TABLE OF CONTENT

Title                                                                                                                              i

Declaration                                                                                                                 ii

Certification                                                                                                                iii

Dedication                                                                                                                        iv

Acknowledgement                                                                                                    v                                                                                                  

Table of Contents                                                                                                       vi

Abstract                                                                                                                        x

CHAPTER ONE:  INTRODUCTION

1.1  Background of the Study                                                                                          1

1.2  Statement of Problem                                                                                               2

1.3  Objectives of the Study                                                                                             2

1.4  Research Questions                                                                                                    3

1.5  Research Hypotheses                                                                                                 3

1.6  Significance of the Study                                                                                          3

1.7  Scope of the Study                                                                                                     4

1.8  Limitations of the Study                                                                                            4

1.9  Definition of Terms                                                                                                     4

CHAPTER TWO:  REVIEW OF RELATED LITERATURE

2.0 Introduction                                                                                                                 5

2.1 Conceptual Framework                                                                                            5

2.1.1 Physical Distribution Concept                                                                              5

2.1.2 Physical Distribution System Concept                                                               6

2.1.3 Physical Distribution Service Concept                                                              6

2.1.4 Customer Satisfaction                                                                                            7

2.2 Theoretical Review                                                                                                     7

2.2.1 Definition of Scope of Physical Distribution                                                     8

2.2.2 Importance of Physical Distribution                                                                   10

2.2.3 Physical Distribution Management Activities                                                  12

2.2.4 Objectives of Physical Distribution                                                                     14

2.2.5 Customer Service                                                                                                    15

2.2.5.1 Importance of Customer Service                                                                     15

2.2.6 Customer Satisfaction                                                                                            16

2.2.7 Inventory Management                                                                                        17

2.2.7.1 Just-In -Time and Stockless Distribution                                                        17

2.2.8 Transportation                                                                                                         18

2.2.9 Order Processing                                                                                                     19

2.2.10 Material Handling                                                                                                 20

2.2.11 Barriers to Effective Physical Distribution                                                      20

2.2.12 Distribution Channels Major Decision Areas                                                 21

2.3 Empirical Studies                                                                                                         23

2.4 Summary                                                                                                                       24

2.5 Company Profile                                                                                                          25

CHAPTER THREE:  RESEARCH METHODOLOGY

3.1 Research Design                                                                                                          26

3.2 Area of Study                                                                                                               26

3.3 Population of Study                                                                                                    26

3.4 Sample and Sampling Technique                                                                            26

3.5 Sources of Data                                                                                                           27

3.6 Instrument of Data Collection                                                                                 27

3.7 Validity of Instrument                                                                                                28

3.8 Reliability of Instrument                                                                                           28

3.9 Administration of Instrument                                                                                  28

3.10 Method of Data Analysis                                                                                        28

CHAPTER FOUR: DATA PRESENTATION, INTERPRETATION AND ANALYSIS

4.12 General Description                                                                                                 30

4.2 Hypotheses Testing                                                                                                    37

4.2.1 Test of Hypothesis One                                                                                          37

4.2.2 Test of Hypothesis Two                                                                                         39

4.2.3 Test of Hypothesis Three                                                                                       41

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 Summary of Findings                                                                                                 43

5.2 Conclusions                                                                                                                   43

5.3 Recommendations                                                                                                      43

References

Appendix 1

Appendix 2