Service quality and customers patronage of courier services in Nigeria

This study examined the effect of convenience, promptness and safety on customer’s patronage of courier services. The descriptive research design was adopted for the study. Subjects were selected using the convenience sampling technique. The population comprised all the courier services customers located in Calabar, Nigeria, and a sample size of 340. The data was statistically analyzed with multiple regressions. The results revealed that; Convenience and Promptness significantly influenced customer patronage of courier services. No significant relationship was found between Safety and customer patronage of courier services in the study environment. We recommended among others that, providers of courier services that are yet to introduce home delivery, on-time delivery, quick response service, 24/7 customer care, parcel tracking and tracing among others should endeavor to do so, in order to increase customer loyalty and patronage.