Logistics Network Design and Customer Service Levels in the Bottled Water Distribution Industry: Evidence from Sokoto and Kebbi States, North West Nigeria

This study examines the relationship between logistics network design and customer service levels in the bottled water distribution industry in Sokoto and Kebbi States, North West Nigeria. The bottled water market in north-western Nigeria has grown significantly due to declining public water supply reliability and rising urban consumer hygiene awareness. Distribution network design, encompassing depot location, route configuration, vehicle assignment, and service frequency scheduling, directly determines whether customers receive products reliably and at competitive prices. Using a descriptive analytical survey, structured questionnaires and route observation protocols were administered to 60 distribution managers, route supervisors, and retail outlet owners across both states. Network design adequacy is assessed through depot-to-market distance, delivery route coverage density, vehicle utilisation rate, and distribution scheduling regularity. Customer service levels are measured through delivery frequency, product availability at point of sale, damage rate per delivery, and retailer satisfaction scores. Regression analysis is employed. The study draws on logistics network optimisation and customer service literature. Findings are expected to show that network design decisions, particularly depot location relative to high-density retail zones, are the strongest predictors of service level outcomes in both states. Recommendations address bottled water manufacturers, regional distribution partners, and logistics planning consultants on optimising distribution network configurations for maximum coverage and service reliability across the North West geopolitical zone. Keywords: logistics network design, customer service, bottled water distribution, Sokoto State, Kebbi State.