Technology Adoption Effect on Customer Experience in Logistics Companies in Nigeria

Abstract

This paper aimed at establishing the effect of technology adoption on customer experience in selected logistics companies in Nigeria. The study particularly looked into: (i) the influence of real-time tracking systems on customer satisfaction; and (ii) the effect of automated customer service platforms on customer loyalty. The research used the survey research approach. The target population of the study was 18,516,365 customers in selected logistics companies such as DHL Express, FedEx, UPS, and GIG Logistics in major cities including Lagos, Abuja and Port Harcourt. Applying the Taro Yamane formula, the sample size was 400 respondents at 5% significance level. The data were collected through a structured questionnaire, and then descriptive statistics and multiple regressions analyses were performed to analyze the data. The findings of the research revealed that adoption of real-time tracking technology enhanced customer satisfaction through transparency, reliability and quality of services. Also, automation of customer service system was found to have positive effect on customer loyalty due to faster handling of complaints from the clients. It can be noted that adoption of modern technologies is important for shaping customer experience in the logistics industry. The study therefore suggested that logistics companies should invest in innovative technologies in order to develop strong customer relations and compete in the Nigerian logistics market.