Msweli-Mbanga, Pumela.Opara, Jens Martin.2011-12-122011-12-1220022002http://hdl.handle.net/10413/4590Thesis (MBA)-University of Natal, Durban, 2002.The field of Logistics Management increasingly becomes a more critical field of activity in almost every industry. Diminishing margins, rising costs and every increasing client expectations demand a strong focus on client retention in order to reap the full benefits from efficient client-supplier relationships. This dissertation delivers the tools to improve the client retention rate at Kuehne & Nagel, South Africa, by measuring the present clients perception of service levels experienced. The survey furthermore takes into account how important clients rate different service criteria and how Kuehne & Nagel's performance compares to the perceived performance of competitor firms.enKuehne & Nagel (Firm)Business logistics.Consumer satisfaction.Theses--Business administration.Thesis