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ABSTRACT
The study delved into the realm of logistics distribution and customer satisfaction within Nigerian Bottling Company (NBC) Plc, CYWAY Group, and Seven Up Bottling Company located in Edo State. Particularly in the competitive landscape of the Fast Moving Consumer Goods (FMCGs) sector, specifically the soft drink industry, companies are facing heightened rivalry. To outshine their competitors, these firms are increasingly focusing on enhancing their logistics distribution services, realizing that mere product quality may not be sufficient for a competitive advantage. This study introduces a comprehensive framework that highlights logistics distribution service (LDS) activities as a means to enhance customer service and satisfaction, utilizing a conceptual model of customer service and satisfaction. The primary objective is to evaluate the correlation between the performance of logistics distribution activities and LD service, and subsequently, appraise the link between LD service and customer satisfaction. A thorough understanding of these associations and the significance of each logistics distribution variable in overall customer satisfaction would empower marketers to devise more effective strategies and refine performance objectives. The research employed a survey research design and involved 200 participants, comprising commercial staff, distributors, and major retailers, selected randomly from a pool of 400.
