The Influence of Quality Service Delivery on customer satisfaction: The Case of DHL Services in Addis Ababa, Ethiopia

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This study's primary goal is to find out how customer satisfaction at DHL Logistics Company in Addis Ababa is impacted by service quality dimensions. The five dimensions of SERVPERF (tangibility, assurance, responsiveness, empathy & reliability) were used to measure the quality of service provided by DHL. In order to answer the raised research questions, the study used structured questionnaire to collect the data and test the hypotheses. The study was based on a random sample of 394customers who visited DHL during this data collection. Version 26 of the statistical package for social sciences (SPSS) was used to analyze the data. The regression analysis of the data showed that reliability, responsiveness, assurance, and empathy positively and significantly influence customer satisfaction for the service delivery of DHL Ethiopia. This means that these four-service quality dimension determine the nature of services provided by DHL Ethiopia. The tangibility dimension of the service quality was found not to have a significant influence in the customer satisfaction for DHL. The study recommends that DHL Ethiopia might need to pay closer attention on the service quality dimensions of reliability, responsiveness, assurance, and empathy as they are found to significantly influence customer satisfaction



Service Quality, Servperf, Customer Satisfaction, Dhl