Role of Third-Party Logistics Providers in Customer Satisfaction: A Study of Online Shoppers in Kano Metropolis

This research investigates the role of third-party logistics (3PL) providers in determining customer satisfaction among online shoppers in Kano Metropolis, North West Nigeria. The proliferation of e-commerce platforms in northern Nigeria has increased reliance on 3PL providers to handle warehousing, packaging, and delivery functions on behalf of online retailers. However, service quality inconsistencies, poor communication, and frequent delivery failures have generated growing consumer frustration. Using a descriptive survey approach, structured questionnaires were administered to 180 online shoppers who had made at least two purchases via e-commerce platforms in the previous six months. The study examines five dimensions of 3PL service quality: delivery timeliness, item condition on arrival, tracking transparency, driver professionalism, and complaint resolution. Customer satisfaction is measured using a composite Likert-scale instrument adapted from the SERVQUAL model. Regression analysis is used to determine which 3PL attributes are most predictive of overall satisfaction. The study draws on recent literature on logistics service quality and customer experience in African e-commerce markets. Findings are expected to identify delivery timeliness and tracking transparency as the dominant drivers of satisfaction, providing clear guidance for 3PL firms and online retailers seeking to improve service outcomes in northern Nigeria. Recommendations will also address the need for better rider training programmes, route optimisation tools, and structured feedback systems. Keywords: third-party logistics, customer satisfaction, e-commerce, Kano, service quality.