Logistics Management and Customer Service Excellence in Nigerian Retail Chains: Evidence from Abuja

This study investigates the relationship between logistics management practices and customer service excellence in selected retail chains operating in Abuja, the Federal Capital Territory. Retail sector logistics, encompassing inventory replenishment, store-level distribution, and last-mile delivery, directly determines product availability, price competitiveness, and customer experience quality. This research employs a survey research design with data gathered from 95 logistics managers, store operations supervisors, and customer experience officers across eight retail chains. Structured questionnaires were administered and data analysed using descriptive statistics, correlation, and regression techniques. The study evaluates logistics management dimensions including demand forecasting accuracy, order fulfilment speed, warehouse management efficiency, returns management quality, and supplier coordination practices. Results reveal that order fulfilment speed and supplier coordination practices are the most significant predictors of customer service excellence scores, measured through customer complaint rates, stock availability ratios, and net promoter scores. Warehouse management efficiency showed important indirect effects by reducing stockout frequencies. The study also finds that technology adoption, particularly inventory management software, significantly moderates the logistics-service relationship. Recommendations include investment in real-time inventory tracking systems, formalisation of supplier service level agreements, and development of data-driven demand forecasting capabilities. Keywords: logistics management, customer service, retail chains, Abuja, supply chain.