The effect of logistics management practices on customer satisfaction: a case study at Glovo Uganda
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Date
2026-05-07
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Uganda Christian University
Abstract
This study looks at the influence of logistics management practices on customer satisfaction in Glovo Uganda with major factors being delivery timeliness, order accuracy, rider performance, and communication systems. In recent years, urban delivery has become more efficient, with on-demand delivery services gaining more traction each day, and logistics management plays a crucial role in guaranteeing timely deliveries, minimizing service failures, and delivering high
satisfaction levels to customers. A mixed methods approach is used for the research, which involves qualitative case analysis and quantitative analysis of secondary data from company reports, industry publications, online statistics, and customer reviews. The study examines operational trends and performance metrics to determine the impact of key logistics practices on customer satisfaction and service reliability. Results show that good logistic management practices contribute to customer satisfaction through timely delivery, error minimization in orders, performance improvement of the riders and effective communication with the customers. Problems like urban traffic, coordination of the riders, communication delay, etc. affect the overall service efficiency. The study offers evidence based recommendations to Glovo Uganda on how to optimize its logistics processes, make the service reliable and enhance customer satisfaction. From the academic point of view, the study adds to the scarcity of knowledge related to logistics management and customer satisfaction in digital delivery markets in emerging contexts and can provide insights to guide future research, policy making and operational strategies in such markets.
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Undergraduate