The Impact of Fleet Management on Vehicle Leasing and Customer Satisfaction: A Case Study of ICS Outsourcing Nigeria Limited

Abstract

This study examines the impact of fleet management on vehicle leasing and customer satisfaction with a focus on ICS Outsourcing Nigeria Limited. The research investigates how effective fleet management practices, such as vehicle acquisition, maintenance scheduling, tracking systems, and cost control, contribute to efficiency in vehicle leasing operations and influence customer perceptions of service quality. The study employed a descriptive survey design, drawing data from staff and clients of ICS Outsourcing through structured questionnaires. The findings revealed that effective fleet management significantly enhances vehicle availability, reduces downtime, and improves cost efficiency, which in turn increases customer satisfaction and loyalty. Furthermore, the study highlights the importance of adopting technology-driven solutions such as GPS tracking, digital maintenance logs, and performance monitoring to optimize operations. It concludes that efficient fleet management is not only vital for operational effectiveness but also serves as a strategic tool for improving customer experience in the vehicle leasing industry. The study recommends that organizations continuously invest in modern fleet management systems, staff training, and customer feedback mechanisms to sustain competitive advantage and ensure long-term client satisfaction.