Delivering Excellent Customer Service Using House of Quality (HOQ): A Case Study of Delta Shipping Company Limited

Customer service is one of the most powerful elements available in an organization search for competitive advantage, but least well managed. This paper presents a proactive way providing excellent customer logistics world. The research focuses on performance which leads to satisfaction. Self-administered questionnaires and unstructured interviews were used collect data from respondents. Both purposive random sampling methods employed selecting House Quality model analyzing data. result study revealed that Delta Shipping Company offer its clients, company should prioritize reliability fast delivery their service. In addition, shipping lacks method communication skills, some characteristics required achievement comparing other competitors, not doing regarding safety customers’ cargo. It was recommended Limited pay attention cargo her customers. Furthermore, needs improve method, communications skills goods.