Authors: Florence Eguonor Omonzejele, Abdullahi Jafar
Abstract: The study was carried out to examine the impact of effective service delivery on customer loyalty. Effective service delivery has become an issue by most local service providers in the Nigerian oil and gas, giving Multinationals competitive edge, with serious implications to the Nigerian economy. As a result, this investigated timeliness of delivery, order condition of deliverables, and ordering discrepancies handling as factors of effective quality delivery affecting customer loyalty, with customer satisfaction as a mediating variable in Zamson Global Resources Limited- A local service provider in the Nigerian oil and gas, located in Koko, Delta State, Nigeria. This is cross-sectional survey design, with a population of 400 customers, and a sample size of 150, determined through the purposive sampling technique (as questionnaire was administered to willing customers). Due to the effect of a mediating variable, the Structural Equation Modeling (SEM) was employed as the estimation technique. The results revealed that whereas timeliness of delivery has no significant impact on customer loyalty; order condition of deliverables, and ordering discrepancies handling have significant impact on customer loyalty. The study, thus, concluded that effective service delivery has a significant effect on customer loyalty; and recommended that management should pay proper and adequate attention to total quality management, including logistics for effective quality delivery.
