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Analysis Study Research Paper | Digital Communications | Nigeria | Volume 12 Issue 8, August 2023

Assessing Customer Satisfaction and Loyalty: A Comprehensive Analysis of Kongas Online Logistics Services

Dr. Magbagbeola Joshua Adekunle Olubukola | Olorunfemi Olukunle

Abstract: This research paper evaluates Konga?s online services in terms of satisfaction and loyalty of their customers in the provision of logistics services. Statistical methods and surveys are used to conduct an examination of customer?s perceptions and opinions on the quality of Konga?s services. In addition, the paper evaluates the satisfaction of customers from different socio - economic backgrounds in order to determine potential variations in service quality satisfaction. Results indicate that Konga is seen positively in terms of its customer service, with customers being more satisfied with the pricing, delivery speed and convenience when compared to other services. With the use of well - designed structured questionnaire as google form, responses were solicited from target respondents. The results also demonstrate that customers are more inclined to be loyal to Konga due to its perceived reputation and customer service. Moreover, customers from different socio - economic backgrounds do not vary significantly in terms of satisfaction with Konga?s services, indicating that the services provided by Konga are of a high quality regardless of customer?s socio - economic background. Ultimately, this research paper highlights Konga?s high customer satisfaction and loyalty, suggesting that the services provided by Konga are dependable and of excellent quality.

Keywords: Customer Satisfaction, Loyalty, Logistics, Online Services and Analysis

Edition: Volume 12 Issue 8, August 2023,

Pages: 1330 - 1339