Service Quality of Distributors, Preference and Satisfaction of Customers

This study determined the service quality of distributors and its relationship to consumers’ preferences and customers’ satisfaction regarding premium oil products in the identified study area during the research period. Using a descriptive research design, the study involved customers who had experience purchasing or using premium oil products from selected distributors. Data were gathered through a structured questionnaire that assessed distributors’ service quality in terms of tangibility, reliability, responsiveness, assurance, and empathy; consumers’ preferences in terms of product quality, price, promise, and differentiation; and customers’ satisfaction in terms of product quality, product value, and overall satisfaction. Findings revealed that customers generally perceived distributors’ service quality favorably. Consumers likewise demonstrated favorable preferences toward premium oil products and positive levels of satisfaction. The findings further indicated meaningful relationships among distributor service quality, consumers’ preferences, and customers’ satisfaction, suggesting that quality distributor services can influence customers’ product choices and overall experiences. The study highlights the importance of maintaining reliable, responsive, assuring, empathetic, and well-presented distributor services to strengthen customer preference and satisfaction. Overall, the findings emphasize the need for distributors to continuously improve their service delivery and customer-oriented practices to sustain positive customer relationships.

Distributor Service Quality; Consumer Preferences; Customer Satisfaction; Premium Oil Products; Customer-Oriented Service

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