Abstract

This study examined service quality, satisfaction and loyalty of the users of courier services in Nigeria. The study ascertained the extent to which courier service delivery and customer satisfaction impact on the loyalty of the users of courier services in the country. This study also investigated the mediating role of customer satisfaction on the relationship between courier service delivery and loyalty. Survey method was used by administering copies of structured questionnaire to customers of courier companies in Nigeria. The population for this study comprised individuals who utilise courier services in Nigeria. Three hundred and one (301) copies were validly filled and used for data analyses. The data for the study were analysed using descriptive statistics such as percentage, mean, and standard deviation while structural equation modelling was used to estimate the research model. The study revealed that courier service quality has a positive and significant effect on customer satisfaction and customer loyalty. Similarly, customer satisfaction has a positive and significant effect on customer loyalty and partially mediated the relationship between courier service quality and customer loyalty. The study recommended that courier companies should focus more on rendering high quality service and putting appropriate measures in place to enhance the process of service delivery and also leverage on the vast growth in technology and e commerce in order to increase customer satisfaction.