TITLE:
Delivering Excellent Customer Service Using House of Quality (HOQ): A Case Study of Delta Shipping Company Limited
AUTHORS:
Emmanuel Sena Gohoho, Michael Kwasi Dzikunu, Amewu Attah, Alfred Ofori-Abebrese
KEYWORDS:
Customer Service, House of Quality Model, Customer Satisfaction
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.10 No.6,
June
16,
2022
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.