ENHANCING OPERATIONAL PERFORMANCE & CUSTOMER SATISFACTION THROUGH LOGISTICS SERVICE QUALITY, INFORMATION SHARING, AND TECHNOLOGY IN WEST AFRICAN AIR CARGO OPERATIONS

Gbadegesin Emmanuel Adeolu; Adeyemi Samsideen; Oladosu Jubril Oloruntoba

Gbadegesin Emmanuel Adeolu Department of Transport Management, LAUTECH Open & Distance Learning Centre, Ogbomoso, Oyo State, NIGERIA
Adeyemi Samsideen Department of Transport Management, LAUTECH Open & Distance Learning Centre, Ogbomoso, Oyo State, NIGERIA
Oladosu Jubril Oloruntoba Department of Transport Management, LAUTECH Open & Distance Learning Centre, Ogbomoso, Oyo State, NIGERIA

Keywords: Air Cargo Logistics, Logistics Service Quality, Information Sharing, Technological Innovation, Customer Satisfaction

Abstract

Air cargo logistics plays a vital role in trade and regional integration in West Africa, but the performance is limited by low service quality, ineffective data exchange, and low technology adoption. This paper has explored the role of logistics service quality, information sharing & technological innovation in determining the operational performance and customer satisfaction in major airports in West Africa. A cross-sectional survey was conducted with 400 logistics professionals across Lagos, Accra, and Abidjan. Data were analyzed using the structural equation modelling after confirming reliability (Cronbach’s α = 0.79–0.88; CR = 0.83–0.90) and validity (AVE > 0.50). The model showed good fit (CFI = 0.958, RMSEA = 0.056). Results revealed that logistics service quality significantly improved operational performance, while information sharing had a stronger effect. Technological innovation enhanced operational outcomes and mediated the impact of information sharing. Operational performance strongly predicted customer satisfaction, with evidence of feedback from satisfied clients to efficiency. The research concluded that performance & customer experience are driven by service quality, data sharing & innovation. It recommends that investing in quality standards, integrated communication platforms and modern technologies, and ongoing monitoring of customer feedback to maintain operational excellence and loyalty.