Risk Mitigation Measures and Customer Satisfaction: A Study of Selected Logistics Firms in Nigeria

Abstract

This study examined the relationship between risk mitigation measures and customer satisfaction in selected Nigerian logistics firms, with particular focus on DHL and Red Star Express. The study adopted a survey research design and targeted a population of 2,461 employees occupying operational and risk-related roles. A sample size of 344 respondents was determined using Taro Yamane’s formula, while a simple random sampling technique was employed in selecting the participants. Primary data were gathered through a structured five-point Likert scale questionnaire, which recorded a high reliability coefficient with a Cronbach’s Alpha value of 0.801. Data analysis was carried out using SPSS version 26, and Pearson Product-Moment Correlation was used to examine the relationship between the independent variable, risk mitigation measures, and the dependent variable, customer satisfaction. Out of the 344 questionnaires distributed, 313 were validly completed and returned, representing a response rate of 91%. The findings revealed a Pearson correlation coefficient (r) of 0.507 with a p-value of 0.000, indicating a statistically significant moderate positive relationship between risk mitigation measures and customer satisfaction, thereby leading to the rejection of the null hypothesis. The study concluded that effective and proactive risk mitigation strategies, such as contingency planning, supply chain monitoring, and operational control measures, play a significant role in improving service reliability, minimizing operational disruptions, and enhancing customer trust and satisfaction within the logistics industry.