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ABSTRACT
This study determined the factors that influence customer satisfaction towards SME logistics industry in the post COVID-19 era. The study targeted three hundred and eighty-five respondents, out of which three hundred and sixty were retrieved and used for the study’s data analysis. Descriptive statistics and regression analysis were used to carry out the study’s analysis. Based on the analysis conducted it was revealed that: COVID-19 has affected customer expectations and preferences towards SME logistics firms in Nigeria; service quality, logistics efficiency, and logistics service innovation significantly affect customer satisfaction towards SME logistics firms in the post COVID19 era in Nigeria; price does not significantly affect customer satisfaction towards SME logistics firms in the post COVID-19 era in Nigeria; and in relation to challenges faced in post Covid-19 era by SME logistics firms in meeting customers’ expectations and preferences in Nigeria, customers' preference for contactless deliveries and heightened safety measures took precedence. This was trailed by heightened competition from larger logistic entities, an amplified demand for swifter, more proficient services, and constraints in technology and infrastructure investment to satiate shifting customer needs. Based on these findings, the following recommendations were made that: it is essential for these firms to invest in employee training programs focused on delivering excellent customer service; SME logistics firms should consider optimizing their supply chain processes for more efficient operations; SMEs should look to incorporate emerging technologies like AI, drones, and blockchain for tracking and securing shipments; SME logistics firms should focus on value-based pricing rather than competing solely on cost; it is imperative for SMEs to adapt to these changes by investing in contactless technology and rigorously implementing safety protocols; and to stay competitive, particularly against larger logistics entities, SMEs must strategically invest in infrastructure.
