Advisers

Vinalyn L. Sarzata, MBA

Discipline

Marketing

Abstract

Businesses must operate their logistics systems effectively under current market conditions to provide better service and maintain customer loyalty. This study examined the logistics operations of AQ88 Motorcycle Parts and Accessories and their relationship with customer loyalty. Logistics performance was measured through product availability, order accuracy, delivery speed, and customer service, while customer loyalty was assessed through cognitive, affective, and conative dimensions. The study used a descriptive-correlational research design. Through purposive sampling, the researchers selected 30 loyal customers who had purchased from AQ88 Motorcycle Parts and Accessories for at least three months. Data were collected using a structured survey questionnaire covering demographic information, logistics practices, and customer loyalty. Statistical tools included frequency and percentage distributions, weighted mean, the Mann–Whitney U test, the Kruskal–Wallis H test, and correlation analysis. Most respondents were male, aged 26–33, and made purchases monthly. Customers rated the logistics system highly, with product availability, order accuracy, delivery speed, and customer service all receiving “Strongly Agree” evaluations. The findings indicate that effective logistics practices are associated with stronger customer loyalty. Dependable inventory management, accurate order fulfillment, prompt delivery, and responsive customer support may build trust and encourage continued patronage. AQ88 Motorcycle Parts and Accessories should continuously improve its logistics operations to strengthen operational efficiency and customer relationships.

Keywords

customer loyalty, motorcycle parts and accessories