Delivering Excellent Customer Service Using House of Quality (HOQ): A Case Study of Delta Shipping Company Limited

Abstract

Customer service is one of the most powerful elements available in an organization in search for competitive advantage, but the least well managed. This paper presents a proactive way of providing excellent customer service in the logistics world. The research focuses on the performance of excellent customer service which leads to customer satisfaction. Self-administered questionnaires and unstructured interviews were used to collect data from the respondents. Both purposive and random sampling methods were employed in selecting the respondents. The research employed House of Quality model in analyzing the data. The result from the study revealed that for Delta Shipping Company to offer excellent customer service to its clients, the company should prioritize reliability and fast delivery of their service. In addition, Delta shipping lacks delivery method and communication skills, some of characteristics required of a company for the achievement of customer satisfaction. In comparing the company to other competitors, Delta shipping is not doing well regarding the safety of the customers’ cargo. It was recommended that Delta Shipping Company Limited should pay attention to reliability and fast delivery of the cargo to her customers. Furthermore, the company needs to improve on delivery method, communications skills and safety of the customers’ goods.